Customer Success Manager jobs in Kentucky

Please note that this is a contract role providing services to Amazon via Allegis Global Solutions. If you are selected for this role, you will be employed by AGS and will not be an employee of Amazon.

Role Description

You will work directly with operations leaders at Amazon Air’s KCVG Air Hub to meet or exceed the stated goal of sorting 20k missions per hour (MPH) through the site’s robotic technology and processes. You will partner with the AR CSM to identify operational pain-points, translate those into opportunities enabling process changes to improve system performance and customer sentiment.

You will use your technical acumen, program management, organizational change management, and communication skills to align a broad range of initiatives for the customer. You will drive execution excellence for your portion of the end-to-end guidance model (e.g., technical, operational, organizational, and educational) that span several teams, levels, and cross-functional business units.

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. As a CSM, you have a business outcome mindset, broad technical background, and a passion for problem-solving. You are a team player, use data to make choices, express yourself thoughtfully verbally and in writing, and are passionate about delivering Earth’s most customer-centric experiences.

Responsibilities

* Implement and support training mechanisms and processes to enable the KCVG ops team to more efficiently utilize their AR assets, build subject matter expertise, and innovate to address the needs of operations and AR customers.

* Auditing adoption of new processes and improving effectiveness of safe and effective AR operational best practices.

* Identifying and addressing trending operational performance issues and improvement opportunities, and implementing solutions

* Capture and submit “voice of the customer” regarding product/service feedback to influence support and development priorities.

* Coaching site managers on AR best practices and robotics systems and tools

* Demonstrate excellent customer engagement skills through all levels of an organization and develop long term relationships based on earned trust and excellence.

* Have a relentless continuous improvement mindset collaborating with customers in identifying and prioritizing high business impact use cases for new or improved AR tools, processes, features and services.

* Possess a strong background in change management striving to provide seamless rollout experiences that ensures adoption.

* You are also expected to work independently and with ambiguity in a complex, fast-paced, and high-throughput environment where multi-tasking is required.

* Be a thought leader across Amazon organizations to knowledge share success mechanisms, mentor junior CSMs, and impact industry trends.

Scope:

* Partner with site Change Ops team and AR CSM to implement/execute onsite and virtual training sessions

* Work with Site Learning Ops team to validate Ops leaders are completing all assigned trainings; work with Change Ops to drive training completion

* Partner with site Process Engineering (PE) team to deploy changes in Standard Work to support more effective flow through the AR floor (e.g. QBCC adoption)

* Own site Ops Communications

* VOC plan/collection

* Issue Capture ownership

* Lever pull ownership for when operations needs to make changes based on floor/exceptions conditions

* Support Daily/Weekly Update Communications

* 2 years of experience in customer-facing roles, with experience resolving technical issues with operations, engineering (software/hardware), and leadership teams

* 2 years of Project/Program Management experience

* Knowledge and/or working experience with analytical tools (SQL, Excel, tableau)

* Excellent written and oral communication skills

Location: Erlanger Kentucky (On site)

Contract Length: 10 months

Pay range: $40 - $45 per hour

AGS is an equal Opportunity/Affirmative Action Employer (M/F/Disability/Veterans). We Will consider all applications without regard to race, gender, sexual orientation, gender identity, age, color, religion, national origin, veteran status, disability, genetic information or any other status protected by applicable law.