Customer Growth Manager, Amazon Just Walk Out Technology - 3P Services

Summary

Amazon is a global technology company whose AWS Applied AI Solutions organization develops business applications that help companies manage day-to-day operations. The Customer Growth Manager will build and execute customer success strategies for Just Walk Out as a Service, including value realization, operational support, customer education, support infrastructure, and cross-functional service improvements.

Responsibilities

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

Skills

• Experience with strong project management skills and the ability to thrive in a fast-paced environment
• 2+ years of retail or operations, or 4+ years of customer-facing retail, hospitality, or grocery industry experience

Qualifications

Must Haves

• Experience with strong project management skills and the ability to thrive in a fast-paced environment

Nice to Haves

• 2+ years of retail or operations, or 4+ years of customer-facing retail, hospitality, or grocery industry experience

Benefits

• Sign-on payments
• Restricted stock units (RSUs)
• Health insurance, including medical, dental, vision, and prescription coverage
• Basic Life & AD&D insurance
• 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
• Parental leave
• Flexible work hours and arrangements
• Employee-led affinity groups
• Ongoing events and learning experiences, including Conversations on Race and Ethnicity and AmazeCon conferences
• Knowledge-sharing, mentorship and other career-advancing resources