Amazon.com Services LLC
Supply Chain/Transportation Management, Tech, Customer Solutions Mgr, subsidiaries
Sr.CustomerSuccessManager,RoboticTechnicalServices
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“Sr. Customer Success Manager, Robotic Technical Services at Amazon.com Services LLC. Skills: Robotic Systems, Customer Relations, Technical Support. Coach site leaders on operational best practices. Coach site leaders on robotics systems”
What You'll Achieve.
Maximize performance; Scale operations; Improve floor health
Industry & Context.
Problem solving; Troubleshooting; Root cause analysis
Up to 50% travel
What They're Looking For.
Must Have
Bachelor's degree in science, technology, engineering, math, business or equivalent, 5+ years of customer-facing work, 5+ years of leading large-scale, technical or engineering programs
Nice to Have
7+ years of customer-facing work, Master's degree in Engineering or Business Administration or a related field
What You'll Do.
Coach site leaders on operational best practices
Coach site leaders on robotics systems
Coach site leaders on tools
Work with product development teams
Work with site-level reliability teams
Work with site-level maintenance teams
Work with site-level engineering teams
Maximize performance of robotics systems
Link sites and engineers
Support Amazon Robotic Systems
Develop support mechanisms
Implement support mechanisms
Monitor system performance
Implement continuous improvement initiatives
Develop standard operating procedures
Implement standard operating procedures
Develop performance metrics
Implement performance metrics
Develop feedback mechanisms
Implement feedback mechanisms
Guide technology adoption
Develop adoption balance
Prioritize support for high-risk sites
Prioritize support for high-impact sites
Serve as primary liaison to site leadership
Own relationship with Site Operations Managers
Own relationship with General Managers
Lead high-severity incidents
Deconstruct complex issues
Drive multi-team resolution
Manage change to resolve roadblocks
Manage complex transformation
Lead large cross-functional teams
Establish strategic influence
Build scalable solutions
Drive incident management
Implement proactive monitoring
Use data to develop support mechanisms
Leverage AI-supported guides
Leverage automated workflows
Serve as primary RTS point of contact for
Serve as primary RTS point of contact for
Own site leadership communication for launches
Own readiness coordination for launches
Own go-live planning for launches
Utilize metrics to measure reliability
Utilize proactive monitoring tools
Build working relationship with key stakeholders
Build working relationship with engineering leaders
Identify mechanical issues
Analyze mechanical issues
Resolve mechanical issues
Identify system issues
Analyze system issues
Resolve system issues
Produce daily reports
Produce weekly reports
Partner with leaders to deliver products
Partner with engineers to deliver products
Provide requirements to development teams
Provide voice of the customer feedback
Provide on-site support for new product implementation
How You'll Work.
Team & Collaboration
Cross-functional teams; Site leadership; Product development teams; Engineering teams; Hardware Support Engineers; Sub-Region Manager
Communication Scope
Executive communications
Process & Methodology
Program completion, Business case development
Full Job Description
Are you inspired by invention? Does problem solving through teamwork run 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 imagine yet. The Amazon Robotics (AR) team provides support to internal fulfillment network customers who rely on advanced robotics technology to fulfill and ship customer orders. In this role on the Robotics Technical Services team, you will serve as a Customer Success Manager (CSM) working as the primary link between AR and Operations, coaching site leaders on operational best practices, robotics systems and tools. You will work directly with product development and site-level reliability, maintenance, and engineering teams to maximize the performance of advanced robotics systems across the Northeast Region. You will link sites and engineers working within the AR organization, based out of our BOS12 office in North Reading, MA. We seek exceptional candidates who possess a blend of technical and customer-facing skills to successfully support the Amazon Robotic Systems. This job requires a unique combination of flexibility, troubleshooting, creativity, problem-solving skills, drive and ability to travel. As part of this highly visible team, you will work closely with Amazon fulfillment and transportation customers to contribute to the successful deployment and reliable operations of the Robotic Systems. You 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 the Northeast Region. In this role, you will develop and implement standard operating procedures,
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