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

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

Sector: Customer Services, Project and Program Management
Role: Manager
Contract Type: Permanent
Hours: Full Time

DESCRIPTION
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.

BASIC QUALIFICATIONS

• 5+ years in customer-facing service, retail operations, and operational support
• 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
• Easily build and nurture relationships both internally and externally
• Exceptional and effective verbal and written communication skills (need strong writing skills)
• Active listener and effective communicator

PREFERRED QUALIFICATIONS

• Ability to work independently, as well as part of a team, on multiple projects.
• Ability to prioritize and demonstrate relentless discipline in achieving goals
• Proven ability to influence others and willingness to roll up your sleeves

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information.