Program Manager Customer Success Just Walk Out JWO
Program Manager Customer Success Just Walk Out JWO
Posted on :
23-04-2025
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1 Vacancy
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Job Description
Amazon Just Walk Out as a Service (JWOS) delivers solutions to our Retail Customers to simplify shopping for their shoppers. Our enterpriseready autonomous retail technology enables shoppers to simply enter a store grab what they want and just go. Born from years of 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 steadystate operational support continuing customer education and operational excellence initiatives. This function plays a critical role in defining our global customer success strategy and building the tactical playbooks processes and mechanisms to deliver this mandate. In this role you will design the infrastructure for postlaunch customer support engage with customers to define requirements and help see around corners for future needs. This role never stops iterating and never stops inventing on behalf of our customers.
The ideal candidate has a track record of success leading in ambiguous and highpressure entrepreneurial situations has impeccable communication and project management skills and has demonstrable experience in customer success. Our team values an ability to own projects and work autonomously to deliver results spily and at scale and be authentic as we accomplish our goals together. This candidate understands the profundity of our revolutionary technology and the power of building and earning trust.
About AWS
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description we encourage candidates to apply. If your career is just starting hasnt followed a traditional path or includes alternative experiences dont let it stop you from applying.
Why AWS
Amazon Web Services (AWS) is the worlds most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating thats why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Inclusive Team Culture
AWS values curiosity and connection. Our employeeled and companysponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger more collaborative teams. Our continual innovation is fueled by the bold ideas fresh perspectives and passionate voices our teams bring to everything we do.
Mentorship & Career Growth
Were continuously raising our performance bar as we strive to become Earths Best Employer. Thats why youll find endless knowledgesharing mentorship and other careeradvancing resources here to help you develop into a betterrounded professional.
Work/Life Balance
We value worklife harmony. Achieving success at work should never come at the expense of sacrifices at home which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home theres nothing we cant achieve.
Key job responsibilities
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 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 crossfunctionally share with JWOS crossfunctional teams to iterate our service
Gain alignment from sr. internal stakeholders who own multiple products
About the team
AWS Solutions
As part of the AWS solutions organization we have a vision to provide business applications leveraging Amazons unique experience and expertise that are used by millions of companies worldwide to manage daytoday 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 Amazons realworld experience to build opinionated turnkey solutions. Where customers prefer to buy over build we become their trusted partner with solutions that are nobrainers to buy and easy to use.
* 5 years in customerfacing service retail operations and operational support
*Strong quantitative skills to analyze data and use customer research data and metrics to back up assumptions identify opportunities and invent new ways to exceed customer expectations
*Easily build and nurture relationships both internally and externally
*Exceptional and effective verbal and written communication skills (need strong writing skills)
*Active listener and effective communicator
* Ability to work independently as well as part of a team on multiple projects.
* Ability to prioritize and demonstrate relentless discipline in achieving goals
* Proven ability to influence others and willingness to roll up your sleeves
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover invent simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice to know more about how we collect use and transfer the personal data of our candidates.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race national origin gender gender identity sexual orientation protected veteran status disability age 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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
The ideal candidate has a track record of success leading in ambiguous and highpressure entrepreneurial situations has impeccable communication and project management skills and has demonstrable experience in customer success. Our team values an ability to own projects and work autonomously to deliver results spily and at scale and be authentic as we accomplish our goals together. This candidate understands the profundity of our revolutionary technology and the power of building and earning trust.
About AWS
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description we encourage candidates to apply. If your career is just starting hasnt followed a traditional path or includes alternative experiences dont let it stop you from applying.
Why AWS
Amazon Web Services (AWS) is the worlds most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating thats why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Inclusive Team Culture
AWS values curiosity and connection. Our employeeled and companysponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger more collaborative teams. Our continual innovation is fueled by the bold ideas fresh perspectives and passionate voices our teams bring to everything we do.
Mentorship & Career Growth
Were continuously raising our performance bar as we strive to become Earths Best Employer. Thats why youll find endless knowledgesharing mentorship and other careeradvancing resources here to help you develop into a betterrounded professional.
Work/Life Balance
We value worklife harmony. Achieving success at work should never come at the expense of sacrifices at home which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home theres nothing we cant achieve.
Key job responsibilities
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 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 crossfunctionally share with JWOS crossfunctional teams to iterate our service
Gain alignment from sr. internal stakeholders who own multiple products
About the team
AWS Solutions
As part of the AWS solutions organization we have a vision to provide business applications leveraging Amazons unique experience and expertise that are used by millions of companies worldwide to manage daytoday 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 Amazons realworld experience to build opinionated turnkey solutions. Where customers prefer to buy over build we become their trusted partner with solutions that are nobrainers to buy and easy to use.
* 5 years in customerfacing service retail operations and operational support
*Strong quantitative skills to analyze data and use customer research data and metrics to back up assumptions identify opportunities and invent new ways to exceed customer expectations
*Easily build and nurture relationships both internally and externally
*Exceptional and effective verbal and written communication skills (need strong writing skills)
*Active listener and effective communicator
* Ability to work independently as well as part of a team on multiple projects.
* Ability to prioritize and demonstrate relentless discipline in achieving goals
* Proven ability to influence others and willingness to roll up your sleeves
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover invent simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice to know more about how we collect use and transfer the personal data of our candidates.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race national origin gender gender identity sexual orientation protected veteran status disability age 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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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