Manager, Customer Success, Robotics Technical Services

Are you inspired by invention? Is problem solving through teamwork in your DNA? Do you like the idea of seeing how your work impacts the bigger picture? Answer yes to any of these and you’ll fit right in here at Fulfillment Technologies & Robotics. We are a smart team of doers who work passionately to apply advances in robotics and software to solve real-world challenges that will transform our customers’ experiences in ways we can’t even image yet. The Amazon Robotics (AR) team is responsible for providing support to internal fulfillment network customers that rely on advanced robotics technology to fulfill and ship customer orders.

In this role on the Robotics Technical Services team, the Customer Success (CSM) team is the primary link between AR and Operations coaching site leaders on operational best practices, robotics systems and tools. You will hire and develop a team of Customer Success (CSM) and support engineers (HSE) working directly with product development and site-level reliability, maintenance, and engineering teams to maximize the performance of advanced robotics systems. Your team is responsible for being the link between sites and engineers working within the AR organization.

We are seeking exceptional candidates who possess a blend of technical and customer-facing skills to successfully support the Amazon Robotic Systems. This job will require a unique combination of flexibility, troubleshooting, creativity, problem-solving skills, drive and ability to travel. As part of this highly visible team, candidates have the opportunity to work closely with Amazon fulfillment and transportation customers to contribute to the successful deployment and reliable operations of the Robotic Systems.

Your team will launch new systems, develop and implement support mechanisms, proactively monitor system performance, share best practices, and implement continuous improvement initiatives across Amazon’s customer fulfillment network. In this role, you will develop and implement standard operating procedures, performance metrics, and feedback mechanisms to enable the AR team to effectively scale. You will work closely with a technical support team and regional support managers to build a cohesive team responsible for the safety, reliability, and performance of emerging robotics technology., * Hire and develop a team of CSM and HSE that will partner with technologists, product development teams, manufacturing teams, and site level operations, reliability, maintenance, and engineering teams to maximize the performance of advanced robotics systems

• Develop and implement standard operating procedures, performance metrics, and feedback mechanisms
• Utilize metrics and proactive monitoring tools to measure the reliability and performance of advanced robotics systems
• Build an effective working relationship with key stakeholders and engineering leaders supporting Amazon operations
• Identify, analyze and resolve mechanical and system issues across the AR product suite
• Produce daily and weekly reports on the products in the AR product suite
• Partner with leaders and engineers in the AR organization to deliver new and innovative products to the customer fulfillment network
• Provide requirements and “voice of the customer” feedback to development and support teams
• Provide on-site support for new product implementation efforts
• This role requires up to 75% travel

Do you have experience in Team management?, Do you have a Bachelor’s degree?, * 5+ years of team leadership, hiring and development experience

• Bachelor’s degree in a STEM field, or equivalent industry experience
• 5+ years of customer-facing work, engaging with customer executives, technologists or partners to solve business problems with advanced technologies experience
• 5+ years of leading large-scale, technical or engineering programs with a proven record of thought leadership, business case development, realizing customer benefits, and successful program completion experience
• Experience leading technical and non-technical transformation project teams with a proven ability to work across broad functional teams, * 7+ years of team leadership, hiring and development experience
• MBA degree or above in related fields

Pulled from the full job description

• AD&D insurance
• Parental leave
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance, 1. Medical, Dental, and Vision Coverage 2. Maternity and Parental Leave Options 3. Paid Time Off (PTO) 4. 401(k) Plan, The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.