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Product Launch - Customer Solution Manager - Tech, Amazon Robotics ID-4028

Description

Are you inspired by invention? Are you passionate about your customers? 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 Amazon Robotics. We are a smart team of doers that work passionately to apply the latest advances in robotics and software to solve real-world issues that will transform our customers’ experiences in ways we can’t even imagine yet. We are Amazon Robotics (AR) and we will give you the tools and guidance you need to invent with us in ways that are rewarding, fulfilling, and fun.

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The Product Launch team is the primary link between AR Engineering & Product Development and Amazon Operations during the rollout of new automation solutions into live Amazon Fulfillment and Transportation Centers. As the lead Product Launch CSM-T, you will work cross functionally to plan and execute the end to end launch and field testing of new technologies, including the on-site integration testing and system performance ramp. You will become an expert in the new technologies, leading engineering issue triages and performance deep dives. You will own the planning and execution of all Product Launch deliverables while guiding and directing a team of on-site field engineer resources. You will identify operational pain-points and product gaps, translating those into opportunities to enable product and/or process changes with the goal of improving system performance and customer (Amazon Operations) sentiment. You will drive customer adoption of new technologies by developing and delivering associate and operations management trainings, auditing operational processes and standard work, and driving customer engagement through continuous relationship management. The successful candidate will work backwards from customer objectives and influence a broad range of operations, engineering, product, deployment, and solution stakeholders.

At AR we value critical thinking, self-motivation, and thrive in ambiguous, entrepreneurial environments. You will pay attention to detail but think big on behalf of our customers. You have a business outcome mindset, broad technical background, make highly technical topics non-tech friendly, and a passion for problem-solving. You are a team player, use data to make decisions, express yourself thoughtfully verbally and in writing, and are passionate about delivering Earth’s most customer-centric experiences.

Key job responsibilities

  • Develop and document product launch strategy for the new technologies, working cross functionally with technical and non-technical stakeholders
  • Own the end-to-end product launch plan and track the deliverables, milestones, and risks from the cross functional launch team
  • Hold regular launch readiness meetings with program stakeholders, executive management, and coordinate stakeholder collaboration for these meetings. Own and execute the communication plans.
  • Coordinate Amazon Robotics staff onsite during the initial product launch and testing, including full time and contracted team members
  • Establish and continuously manage partnerships with operations leadership at our test sites
  • Identify requirements and capture “voice of the customer” product/service feedback to influence product design and development priorities.
  • Coach site leaders on AR best practices and robotics systems and tools.
  • Travel up to 35% of the time to Amazon Fulfillment and Transportation Centers

Basic Qualifications

3+ years of leading large-scale, technical or engineering programs with a proven record of thought leadership, business case development, realizing customer benefits, and successful program completion experience

2+ years of customer-facing work, engaging with customer executives, technologists or partners to solve business problems with advanced technologies experience

Bachelor's degree in science, technology, engineering, math, business or equivalent

Experience leading technical and non-technical transformation project teams with a proven ability to work across broad functional teams

Preferred Qualifications

PMP certification, or SCRUM/Agile, SAFe certification

Experience in customer-facing work, engaging with customer executives, technologists or partners to solve business problems with advanced technologies

Experience leading large-scale, technical or engineering programs with a proven record of thought leadership, business case development, realizing customer benefits, and successful program completion

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