Sr. Customer Success Manager, Robotic Technical Services, Robotic Technical Services

Are you inspired by invention? Does problem solving through teamwork run 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 Fulfillment Technologies & Robotics. We are a smart team of doers who work passionately to apply advances in robotics and software to solve real-world challenges that will transform our customers" experiences in ways we can"t even imagine yet. The Amazon Robotics (AR) team provides support to internal fulfillment network customers who rely on advanced robotics technology to fulfill and ship customer orders.

In this role on the Robotics Technical Services team, you will serve as a Customer Success Manager (CSM) working as the primary link between AR and Operations, coaching site leaders on operational best practices, robotics systems and tools. You will work directly with product development and site-level reliability, maintenance, and engineering teams to maximize the performance of advanced robotics systems across the Northeast Region. You will link sites and engineers working within the AR organization, based out of our BOS12 office in North Reading, MA.

We seek exceptional candidates who possess a blend of technical and customer-facing skills to successfully support the Amazon Robotic Systems. This job requires a unique combination of flexibility, troubleshooting, creativity, problem-solving skills, drive and ability to travel. As part of this highly visible team, you will work closely with Amazon fulfillment and transportation customers to contribute to the successful deployment and reliable operations of the Robotic Systems.

You will launch new systems, develop and implement support mechanisms, proactively monitor system performance, share best practices, and implement continuous improvement initiatives across Amazon"s customer fulfillment network in the Northeast Region. In this role, you will develop and implement standard operating procedures, performance metrics, and feedback mechanisms to enable the AR team to effectively scale. You will work closely with Hardware Support Engineers and your Sub-Region Manager to build a cohesive team responsible for the safety, reliability, and performance of emerging robotics technology.

Key job responsibilities

• Strategic Guidance: Guide technology adoption maturity; develop adoption plans; balance customer and engineering needs. Own geography-based site relationships; prioritize support for high-risk and high-impact sites. Serve as the primary liaison to site leadership and operations; own the relationship with Site Operations Managers and General Managers.
• Technical Leadership: Lead high-severity escalations; deconstruct complex problems; drive multi-team dialogue; manage change to resolve roadblocks. Manage complex transformation programs; lead large cross-functional initiatives; establish strategic relationships; influence organizational goals; build scalable solutions.
• Operational Excellence: Drive incident reduction; implement proactive monitoring; use data to develop support mechanisms. Leverage AI-supported guides and automated workflows to resolve common issues efficiently, reserving direct engagement for escalations and high-complexity situations.
• Building Launches & Retrofits: Serve as the primary RTS point of contact for building launches and retrofit programs; own site leadership communication, readiness coordination, and go-live planning.
• Key Deliverables: Adoption/maturity plans, risk mitigation strategies, NOPR documentation, executive communications, training programs, site risk assessments and floor health improvement plans.
• Utilize metrics and proactive monitoring tools to measure the reliability and performance of advanced robotics systems
• Build an effective working relationship with key stakeholders and engineering leaders supporting Amazon operations
• Identify, analyze and resolve mechanical and system issues across the AR product suite
• Produce daily and weekly reports on the products in the AR product suite
• Partner with leaders and engineers in the AR organization to deliver new and innovative products to the customer fulfillment network
• Provide requirements and "voice of the customer" feedback to development and support teams
• Provide on-site support for new product implementation efforts
• This role requires up to 50% travel within the Northeast Region

A day in the life

Amazon offers a full range of benefits for you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

1. Medical, Dental, and Vision Coverage

2. Maternity and Parental Leave Options

3. Paid Time Off (PTO)

4. 401(k) Plan

If you are not sure that every qualification on the list above describes you exactly, we"d still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets.