Robotics Customer Success Manager, Tech Services

Description
Are you inspired by invention? Is problem solving through teamwork your DNA? Do you like the idea of seeing how your work impacts the bigger picture? If so, you’ll fit right in with Amazon Robotics (AR). We are a smart team of doers passionate about applying robotics solutions to solve real-world challenges, transforming our customers’ experiences in ways we can’t yet imagine.

We invent improvements every day and give you the tools you need to invent with us in rewarding, fulfilling, and fun ways.

The CSM team is the primary link between AR and Operations. You’ll coach site leaders at Amazon Fulfillment and Transportation Centers on operational best practices, robotics systems, and tools. You’ll work directly with operations leaders to meet or exceed the designed performance of their robotic technology and processes, translate operational pain points into improvement opportunities, and influence a broad range of stakeholders from Global Robotics and Central Operations to make North America operations, engineering, support, and other teams self‑sufficient with Amazon Robotics’ technologies.

• Develop and implement mechanisms and processes to scale with a growing AR network, build subject matter expertise, and innovate to address operations and AR customer needs.
• Audit adoption and improve the effectiveness of safe and effective AR operational best practices within your portfolio or subject matter area.
• Identify, analyze, and address trending operational performance issues and improvement opportunities, and implement solutions in the fulfillment network.
• Facilitate network‑wide rollouts of new robotic technologies and tools, and support operations’ launch of new robotic systems and continuous improvement initiatives.
• Capture “voice of the customer” product/service feedback to influence product design and development priorities.
• Coach site leaders on AR best practices, robotics systems, and tools.
• Travel 50% of the time.

• Demonstrate excellent customer engagement skills across all levels of an organization, developing long‑term relationships based on earned trust and excellence.
• Maintain a relentless continuous improvement mindset, collaborating with customers to prioritize high‑business‑impact use cases for new or improved AR tools, processes, features, and services.
• Apply a strong background in change management to provide seamless rollout experiences that ensure adoption.
• Work independently in a complex, fast‑paced, high‑throughput environment; manage multi‑tasking and ambiguity.
• Serve as a thought leader across Amazon organizations to share success mechanisms, mentor junior CSMs, and influence industry trends.

• Medical, Dental, and Vision Coverage
• Maternity and Parental Leave Options
• Paid Time Off (PTO)
• 401(k) Plan

• Bachelor’s degree in Science, Technology, Engineering, Math, or a related field.
• Experience leading large‑scale technical or engineering programs with a proven record of thought leadership, business case development, customer benefits, and successful program completion.
• Experience in a customer‑facing role, engaging with customer executives, technologists, or partners to solve business problems with advanced technologies.

• Master’s degree in Engineering and/or relevant experience.

USA, DE, Wilmington - $ - $ USD annually

USA, NC, Charlotte - $ - $ USD annually

USA, NC, Garner - $ - $ USD annually

USA, TN, Nashville - $ - $ USD annually

USA, VA, Herndon - $ - $ USD annually

USA, VA, Richmond - $ - $ USD annually

USA, VA, Virginia Beach - $ - $ USD annually

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit (Use the "Apply for this Job" box below). for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

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