Program Manager, Customer Growth, Just Walk Out, (JWO)
As part of the AWS Applied AI Solutions organization, we have a vision to provide business applications, leveraging Amazon’s unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers’ businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. We blend vision with curiosity and Amazon’s real‑world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no‑brainers to buy and easy to use.
Amazon Just Walk Out as a Service (JWOS) delivers solutions to our Retail Customers to simplify shopping for their shoppers. Our enterprise‑ready, autonomous retail technology enables shoppers to simply enter a store, grab what they want, and just go. Born from experience at Amazon Go, Just Walk Out uses a combination of technologies to eliminate checkout lines, bringing fast and convenient transactional experiences to shoppers. JWOS is seeking a Manager, Customer Success to build first‑class customer service and operational support programs for our customers. This role drives customer success in several ways such as value realization, steady‑state operational support, continuing customer education, and operational excellence initiatives.
Key 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, and platform.
Ideate and build a formal customer support program.
Invent and collaborate on both launch and ongoing learning and development to improve customer capabilities and retention.
Gather VOC and VOS data to cross‑functionally share with JWOS teams to iterate our service.
Gain alignment from senior internal stakeholders who own multiple products.
About the Team
We value diverse experiences and encourage candidates to apply even if they have alternative experiences or just starting their careers. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating, which is why customers from startups to Global 500 companies rely on our robust suite of products and services. We promote work / life harmony through flexible hours and arrangements, foster an inclusive culture that empowers learning and curiosity, and provide mentorship and career growth opportunities. Our culture is built on inclusion, continuous learning, and a commitment to being Earth’s best employer.
Basic Qualifications
Ability to thrive in a fast‑paced environment.
Preferred Qualifications
Experience managing multiple projects and meeting aggressive deadlines.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Los Angeles County applicants : Job duties for this position include working safely and cooperatively with other employees, supervisors, and staff; adhering to standards of excellence despite stressful conditions; communicating effectively and respectfully to ensure exceptional customer service; following all federal, state, and local laws and Company policies; exercising sound judgment and maintaining trustworthiness and professionalism.
San Francisco Fair Chance Ordinance : Qualified applicants with arrest and conviction records will be considered for employment.
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, please visit https : / / amazon.jobs / content / en / how-we-hire / accommodations for more information.
The base salary range for this position is $80,000.00 - $140,000.00 USD annually. 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, 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https : / / amazon.jobs / en / benefits.
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Program Manager Customer Growth Just Walk Out Jwo • Via Milano, Lombardy, ITALY
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