Amazon

DESCRIPTION

We are seeking a proactive and customer-focused Senior Customer Solutions Manager to drive post-launch success for Amazon Buy with Prime and Multi-Channel Fulfillment products. You will work closely with merchants, developers, and internal teams to ensure seamless integration, optimize performance, and resolve technical challenges. Your expertise will help enhance merchant satisfaction and support the growth of Amazon’s innovative e-commerce solutions.

Key job responsibilities

Post-Launch Support:

• Serve as the primary technical contact for merchants post-launch, ensuring smooth adoption and integration of Buy with Prime and Multi-Channel Fulfillment products.
• Provide technical guidance and troubleshooting support to address issues related to API integrations, order management, and performance optimization.
• Monitor merchant implementations to identify and proactively address potential roadblocks.

Post-Launch Customer Success Management:

• Partner with Account Management team to understand their business needs and tailor technical solutions to meet their objectives.
• Conduct regular account reviews, sharing performance insights, and best practices to improve operational efficiency.

Technical Expertise:

• Act as a subject matter expert for Buy with Prime and Multi-Channel Fulfillment, staying up-to-date on new features, functionalities, and industry trends.
• Support cross-functional teams by sharing technical knowledge and creating detailed documentation, FAQs, and training materials for internal and external stakeholders.

Process Improvement:

• Identify opportunities to streamline onboarding, integration, and support processes for merchants.

Rotational on-call availability required for critical systems support.

About the team

Buy with Prime (BwP) and Multi-Channel Fulfillment (MCF) are helping people reimagine the way they shop….wherever they do! Our vision is to enable every entrepreneur in the world to reach every customer in the world through every channel they can imagine. Buy with Prime (BwP) is a new way to extend Prime shopping benefits—including fast, free shipping, a seamless checkout experience, and free returns—to merchants’ own online stores, ultimately increasing selection for Prime members.

Multi-Channel Fulfillment (MCF) aims to enable organizations across the world with reliable, cost effective, and flexible end-to-end eCommerce fulfillment solutions in order to help them scale, succeed, and offer best in class experiences to their customers. MCF represents the core fulfillment capability of Buy with Prime (BwP), a new business initiative for Amazon.

BASIC QUALIFICATIONS

• 5+ 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 implementing cloud services including migrations and modernization projects or similar

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $138,200/year in our lowest geographic market up to $239,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.