Regional Robotics Customer Success Leader

Amazon Inc.; Nashville (TN); Sur place; USD 146 000 - 197 000; Plein temps

Résumé du poste

Amazon Robotics' Robotics Technical Services team is looking for a Customer Success Manager to serve as the primary link between AR and Operations, coaching site leaders on operational best practices and robotics systems across the Midatlantic Region. You will launch new systems, develop support mechanisms, monitor performance, and drive continuous improvement across Amazon's customer fulfillment network.

This role requires up to 50% travel and close collaboration with Hardware Support Engineers

Qualifications

• Experience leading technical and non-technical transformation project teams across broad functional groups.
• 5+ years of customer-facing work engaging with executives, technologists or partners to solve business problems with advanced technologies.
• 5+ years of leading large-scale technical or engineering programs with proven thought leadership, business case development and program completion.

Responsabilités

• Guide technology adoption maturity; develop adoption plans; balance customer and engineering needs; own site relationships with Operations/General Managers.
• Lead high-severity escalations and multi-team dialogue; drive change and build scalable solutions across large programs.
• Drive incident reduction and proactive monitoring; use AI-guided/automated workflows to resolve issues, reserving escalations for high-complexity cases.
• Serve as RTS lead for building launches and retrofit programs; manage readiness coordination and go-live planning.
• Prepare adoption plans, risk mitigation strategies, executive communications, training programs and site risk assessments; monitor reliability and performance of robotics systems.
• Maintain strong relationships with stakeholders and engineering leaders supporting Amazon operations; identify and resolve mechanical and system issues.
• Produce daily/weekly reports on AR product suite; collaborate with AR leaders to deliver new products to the network; provide voice of the customer feedback to development and support teams.
• Provide on-site support for new product implementation efforts; travel up to 50% in the Midatlantic/Northeast region.

Connaissances

Technical leadership

Customer-facing work

Program management

Formation

Bachelor's degree in science, technology, engineering, math, business or equivalent

Description du poste

Amazon Robotics' Robotics Technical Services team is looking for a Customer Success Manager to serve as the primary link between AR and Operations, coaching site leaders on operational best practices and robotics systems across the Midatlantic Region. You will launch new systems, develop support mechanisms, monitor performance, and drive continuous improvement across Amazon's customer fulfillment network.

This role requires up to 50% travel and close collaboration with Hardware Support Engineers