Program Manager, Customer Growth, Just Walk Out, (JWO)

Amazon Web Services (AWS) is seeking a Program Manager for Customer Growth within the Just Walk Out Services team. This role focuses on building customer service and operational support programs to enhance customer success and satisfaction.

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 cross-functionally share with JWOS cross-functional teams to iterate our service
• Gain alignment from sr. internal stakeholders who own multiple products

Requirements:

• Experience with strong project management skills and the ability to thrive in a fast-paced environment
• Experience managing multiple projects and meeting aggressive deadlines