Tech Customer Solutions Manager, International MCF Team
Description
Amazon has spent years building one of the world's most efficient and optimized supply chains. The Multi Channel Fulfillment Solutions Org (MCF) is building on that foundation by innovating end-to-end supply chain capabilities for merchants that want to use Amazon's capabilities to fulfill orders from their own website or other marketplaces.
The MCF International team are seeking a Customer Solutions Manager Tech to lead strategic Customer onboarding and technical integration across priority MCF International locales (UK, JP and DE). To be successful in role, your technical acumen, customer obsession, structured approach and strong problem solving ability will enable you to effectively lead Customer relationships and navigate Customer technical requirements. The role holder will lead Strategic Customer implementation and onboarding plans, driving alignment and delivery across cross-functional and partner teams. As well as managing post-onboarding technical challenges and optimization opportunities. On top of this, you will continuously obsess about driving process efficiencies across the end-to-end Customer onboarding experience.
The successful candidate will have a track record of; 1) leading end-to-end strategic Customer onboarding and technical integration plans within Ecommerce which span cross-functional teams, 2) building relationships and partnering across multiple functions to deliver results (including but not be limited to Sales/ Account Management, Solutions Architects, Program and Operations), 3) owning internal as well as Customer facing operating procedures, with a continuous lens on process improvement., 4) demonstrating strong customer obsessions through driving process improvement and advocating for the customer as part of internal reviews., 5) leading issue resolution, through dive deep and driving action through partner teams.
Key job responsibilities
* Become an subject matter expert on the MCF Customer onboarding journey and Technical integration aspects (including MCF APIs and third part applications)
* Own strategic merchant end-to-end customer onboarding and technical integration plans
* Own issue escalations related to onboading, integration and APIs with program ownership of any resulting actions
* Lead deep dives on customer onboarding & post-launch related problems and root cause analysis
* Develop customer onboarding operating procedures and lead process improvement programs
* Develop and lead trainings for Customer onboarding
* Report on customer onboarding progress
* Lead technical engagement with partnering 3P App Developers
* Lead consolidating customer feedback and requirements gathering related to onboarding, API and integrations to support the influence and direction of the MCF Product roadmap and development.
Basic Qualifications
- Bachelor's degree in science, technology, engineering, math, business or equivalent
- Experience 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 in customer-facing work, engaging with customer executives, technologists or partners to solve business problems with advanced technologies
- 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
- Fluency in German or Japanese (minimum CEFR level B2) required.
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