Program Manager, Customer Success, Just Walk Out, (JWO)

Program Manager, Customer Success, Just Walk Out, (JWO)

Job ID: Amazon EU SARL (UK Branch)

Amazon Just Walk Out as a Service (JWOS) delivers solutions to our Retail Customers to simplify shopping for their shoppers. Our enterprise-ready, autonomous retail technology enables shoppers to simply enter a store, grab what they want, and just go. Born from years of experience at Amazon Go, Just Walk Out uses a combination of technologies to eliminate checkout lines bringing fast and convenient transactional experiences to shoppers. JWOS is seeking a Manager, Customer Success to build first class customer service and operational support programs for our customers. This role drives customer success in several ways such as value realization, steady-state operational support, continuing customer education, and operational excellence initiatives. This function plays a critical role in defining our global customer success strategy and building the tactical playbooks, processes, and mechanisms to deliver this mandate. In this role, you will design the infrastructure for post-launch customer support, engage with customers to define requirements, and help see around corners for future needs. This role never stops iterating and never stops inventing on behalf of our customers.

The ideal candidate has a track record of success leading in ambiguous and high-pressure entrepreneurial situations, has impeccable communication and project management skills, and has demonstrable experience in customer success. Our team values an ability to own projects and work autonomously, to deliver results scrappily and at scale, and be authentic as we accomplish our goals together. This candidate understands the profundity of our revolutionary technology and the power of building and earning trust.

Key Responsibilities

1. While always placing the customer first, drive global strategy to serve both our end users: the customer and the shopper.
2. Develop and track customer success metrics.
3. Develop and hit monthly, quarterly, and annual goals to improve customer satisfaction.
4. Track and monitor industry trends and make recommendations.
5. Develop operational excellence series and drive partner teams to deliver upon action items to improve customer experience.
6. Parlay operational excellence outputs into value realization initiatives to strengthen our value proposition.
7. Pursue new ideas for value creation.
8. Solve ad hoc operational concerns as they arise in the field and apply learnings across all other customers.
9. Develop and launch customer support infrastructure - processes, SOPs, platform.
10. Ideate and build formal customer support program.
11. Invent and collaborate both launch + ongoing learning and development to improve customer capabilities and retention.
12. Gather VOC and VOS data to cross-functionally share with JWOS cross-functional teams to iterate our service.
13. Gain alignment from senior internal stakeholders who own multiple products.

BASIC QUALIFICATIONS

1. 10+ years in customer-facing service, retail operations, and operational support.
2. Strong quantitative skills to analyze data and use customer research, data, and metrics to back up assumptions, identify opportunities, and invent new ways to exceed customer expectations.
3. Easily build and nurture relationships both internally and externally.
4. Relentless customer obsession.
5. Strong desire to invent and simplify.
6. Exceptional and effective verbal and written communication skills (need strong writing skills).
7. Active listener and effective communicator.
8. Exceptional attention to detail and organizational skills.
9. Ability to work independently, as well as part of a team, on multiple projects.

PREFERRED QUALIFICATIONS

1. Ability to prioritize and demonstrate relentless discipline in achieving goals.
2. Proven ability to influence others and willingness to roll up your sleeves.
3. Ability to converse with senior customer stakeholders including CEOs, CMOs, CIOs, CSOs, etc. Strong execution capability with the highest standards in a rapidly evolving business.
4. Experience in sales in physical retail a plus.
5. Meets/exceeds Amazon's leadership principles requirements for this role.
6. Meets/exceeds Amazon's functional/technical depth and complexity for this role.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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