About the position
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. 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 an Associate Product Launch Customer Solutions Manager, you will work cross functionally to support the end to end launch and field testing of new technologies. You will become an expert in the new technologies, engaging in engineering issue triages and performance deep dives. You will participate in the planning and execution of all Product Launch deliverables, working with 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.
Responsibilities
- Influence the end-to-end product launch plan and track the deliverables, milestones, and risks from the cross functional launch team
- Contribute to regular launch readiness meetings with program stakeholders, executive management, and coordinate stakeholder collaboration for these meetings. Own and execute the communication plans.
- 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.
- Deep dive into product and process issues to improve technology operability, supportability, and maintainability
- Coach and train site personnel on AR best practices and robotics systems and tools.
- Travel up to 50% of the time to Amazon Fulfillment and Transportation Centers
Requirements
- BS degree in Engineering or closely related STEM field.
- Experience working on mechanical, electrical, IT networked, or software systems.
- Understanding of data collection, reporting processes, and ability to make data-driven decisions.
- Ability to troubleshoot robotics systems to resolve escalations including quality hand-off, live order testing, site acceptance testing, operational readiness testing, monitoring robotics system performance, etc.
- Ability to develop and deliver technical trainings and process instructions.
- Ability to handle multiple competing priorities in a fast-paced environment.
- Willingness to work primarily in a construction or warehouse environment in a field-based role.
- Proficiency in standard office software tools and processes
Nice-to-haves
- Experience leading technical or engineering programs with a proven record of thought leadership, business case development, realizing customer benefits, and successful program completion experience.
- Experience with customer-facing work, engaging with customer executives, technologists or partners to solve business problems with advanced technologies experience.
- Experience leading technical and non-technical transformation project teams with a proven ability to work across broad functional teams.
- Project management training and/or certifications.
Benefits
- Base pay for this position ranges from $88,400/year in our lowest geographic market up to $185,000/year in our highest geographic market.
- Equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package.
- Full range of medical, financial, and/or other benefits.
