At a Glance
- Tasks: Lead customer success initiatives and develop support programs for innovative retail technology.
- Company: Join Amazon's cutting-edge team transforming the shopping experience with Just Walk Out technology.
- Benefits: Competitive salary, diverse workplace, and opportunities for personal and professional growth.
- Other info: Dynamic environment with a focus on innovation and collaboration.
- Why this job: Be at the forefront of revolutionising retail and enhancing customer experiences.
- Qualifications: 10+ years in customer service and operational support, with strong communication skills.
The predicted salary is between 63000 - 77000 £ per year.
Program Manager, Customer Success, Just Walk Out, (JWO) Job ID
| Amazon EU SARL (UK Branch)
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 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, steady-state 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 post-launch 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 high-pressure 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 scrappily 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.
Key Responsibilities
- 1. While always placing the customer first, drive global strategy to serve both our end users: the customer and the shopper.
- 2. Develop and track customer success metrics.
- 3. Develop and hit monthly, quarterly, and annual goals to improve customer satisfaction.
- 4. Track and monitor industry trends and make recommendations.
- 5. Develop operational excellence series and drive partner teams to deliver upon action items to improve customer experience.
- 6. Parlay operational excellence outputs into value realization initiatives to strengthen our value proposition.
- 7. Pursue new ideas for value creation.
- 8. Solve ad hoc operational concerns as they arise in the field and apply learnings across all other customers.
- 9. Develop and launch customer support infrastructure - processes, SOPs, platform.
- 10. Ideate and build formal customer support program.
- 11. Invent and collaborate both launch + ongoing learning and development to improve customer capabilities and retention.
- 12. Gather VOC and VOS data to cross-functionally share with JWOS cross-functional teams to iterate our service.
- 13. Gain alignment from senior internal stakeholders who own multiple products.
- BASIC QUALIFICATIONS
- 1. 10+ years in customer-facing service, retail operations, and operational support.
- 2.
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.
- 3. Easily build and nurture relationships both internally and externally.
- 4. Relentless customer obsession.
- 5. Strong desire to invent and simplify.
- 6. Exceptional and effective verbal and written communication skills (need strong writing skills).
- 7. Active listener and effective communicator.
- 8. Exceptional attention to detail and organizational skills.
- 9. Ability to work independently, as well as part of a team, on multiple projects.
- PREFERRED QUALIFICATIONS
- 1. Ability to prioritize and demonstrate relentless discipline in achieving goals.
- 2. Proven ability to influence others and willingness to roll up your sleeves.
- 3.
Ability to converse with senior customer stakeholders including CEOs, CMOs, CIOs, CSOs, etc.
Strong execution capability with the highest standards in a rapidly evolving business.
- 4. Experience in sales in physical retail a plus.
- 5. Meets/exceeds Amazon's leadership principles requirements for this role.
- 6. Meets/exceeds Amazon's functional/technical depth and complexity for this role.
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.
The ideal candidate has a track record of success leading in ambiguous and high-pressure 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 scrappily 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.,
- 1. 10+ years in customer-facing service, retail operations, and operational support.
- 2.
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.
- 3. Easily build and nurture relationships both internally and externally.
- 4. Relentless customer obsession.
- 5. Strong desire to invent and simplify.
- 6. Exceptional and effective verbal and written communication skills (need strong writing skills).
- 7. Active listener and effective communicator.
- 8. Exceptional attention to detail and organizational skills.
- 9. Ability to work independently, as well as part of a team, on multiple projects.
- 1. Ability to prioritize and demonstrate relentless discipline in achieving goals.
- 2. Proven ability to influence others and willingness to roll up your sleeves.
- 3.
Ability to converse with senior customer stakeholders including CEOs, CMOs, CIOs, CSOs, etc.
Strong execution capability with the highest standards in a rapidly evolving business.
- 4. Experience in sales in physical retail a plus.
- 5. Meets/exceeds Amazon's leadership principles requirements for this role.
- 6. Meets/exceeds Amazon's functional/technical depth and complexity for this role.
- #J-18808-Ljbffr
Program Manager, Customer Success, Just Walk Out, (JWO) employer: Amazon.com, Inc
Amazon is an exceptional employer, offering a dynamic work environment in the heart of London that fosters innovation and collaboration. As a Transfer Pricing Manager, you will benefit from a culture that values diversity and encourages professional growth through continuous learning and development opportunities. With a focus on meaningful work and a commitment to employee well-being, Amazon provides a unique platform for you to thrive in your career while making a significant impact in the EMEA region.
StudySmarter Expert Advice🤫
We think this is how you could land Program Manager, Customer Success, Just Walk Out, (JWO)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Amazon.com, Inc. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Amazon.com, Inc before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Program Manager, Customer Success, Just Walk Out, (JWO)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Amazon.com, Inc:Your cover letter is your chance to shine! Tell us why you want to work at Amazon.com, Inc specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Amazon.com, Inc!
How to prepare for a job interview at Amazon.com, Inc
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
