Manager, Customer Success, Robotics Technical Services

Robotics Technical Services Team Member

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 imagine 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.

Key job responsibilities:

• 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

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children can use. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include: medical, dental, and vision coverage; maternity and parental leave options; paid time off (PTO); and 401(k) plan.

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you're passionate about this role and want to make an impact on a global scale, please apply!