Amazon
Program Manager, Customer Growth, Just Walk Out, (JWO)
Amazon, Seattle, Washington, us, 98127
Program Manager, Customer Growth, Just Walk Out (JWO)
Job ID: 3156221 | Amazon Development Center U.S., Inc.
Application deadline: Jan 14, 2026
As part of the AWS Applied AI Solutions organization, we have a vision to provide business applications, leveraging Amazon’s unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers’ businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. We blend vision with curiosity and Amazon’s real-world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no-brainers to buy and easy to use.
Amazon Just Walk Out as a Service (JWOS) delivers solutions to our Retail Customers to simplify shopping for their shoppers. Our enterprise-ready, autonomous retail technology enables shoppers to simply enter a store, grab what they want, and just go. Born from experience at Amazon Go, Just Walk Out uses a combination of technologies to eliminate checkout lines bringing fast and convenient transactional experiences to shoppers. JWOS is seeking a Manager, Customer Success to build first class customer service and operational support programs for our customers. This role drives customer success in several ways such as value realization, steady‑state operational support, continuing customer education, and operational excellence initiatives. This function plays a critical role in defining our global customer success strategy and building the tactical playbooks, processes, and mechanisms to deliver this mandate. In this role, you will design the infrastructure for post‑launch customer support, engage with customers to define requirements, and help see around corners for future needs. This role never stops iterating and never stops inventing on behalf of our customers.
The ideal candidate has a track record of success leading in ambiguous and high‑pressure entrepreneurial situations, has impeccable communication and project management skills, and has demonstrable experience in driving customer growth through creation of scalable mechanisms and processes. Our team values an ability to own projects and work autonomously, to deliver results scrappily and at scale, and be authentic as we accomplish our goals together. This candidate understands the profundity of our revolutionary technology and the power of building and earning trust.
Key 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 senior internal stakeholders who own multiple products
Basic Qualifications
Experience with strong project management skills and the ability to thrive in a fast‑paced environment
Preferred Qualifications
Experience managing multiple projects and meeting aggressive deadlines
Equal Opportunity Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Additional Candidate Requirements Los Angeles County applicants: Job duties for this position include working safely and cooperatively with other employees, supervisors, and staff; adhering to standards of excellence despite stressful conditions; communicating effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and following all federal, state, and local laws and company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Salary and Benefits Salary range: 80,000 – 140,000 USD annually. The package includes sign‑on payments and restricted stock units (RSUs). Additional benefits include health insurance, 401(k) matching, paid time off, and parental leave.
Posted:
January 10, 2026
#J-18808-Ljbffr
Application deadline: Jan 14, 2026
As part of the AWS Applied AI Solutions organization, we have a vision to provide business applications, leveraging Amazon’s unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers’ businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. We blend vision with curiosity and Amazon’s real-world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no-brainers to buy and easy to use.
Amazon Just Walk Out as a Service (JWOS) delivers solutions to our Retail Customers to simplify shopping for their shoppers. Our enterprise-ready, autonomous retail technology enables shoppers to simply enter a store, grab what they want, and just go. Born from experience at Amazon Go, Just Walk Out uses a combination of technologies to eliminate checkout lines bringing fast and convenient transactional experiences to shoppers. JWOS is seeking a Manager, Customer Success to build first class customer service and operational support programs for our customers. This role drives customer success in several ways such as value realization, steady‑state operational support, continuing customer education, and operational excellence initiatives. This function plays a critical role in defining our global customer success strategy and building the tactical playbooks, processes, and mechanisms to deliver this mandate. In this role, you will design the infrastructure for post‑launch customer support, engage with customers to define requirements, and help see around corners for future needs. This role never stops iterating and never stops inventing on behalf of our customers.
The ideal candidate has a track record of success leading in ambiguous and high‑pressure entrepreneurial situations, has impeccable communication and project management skills, and has demonstrable experience in driving customer growth through creation of scalable mechanisms and processes. Our team values an ability to own projects and work autonomously, to deliver results scrappily and at scale, and be authentic as we accomplish our goals together. This candidate understands the profundity of our revolutionary technology and the power of building and earning trust.
Key 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 senior internal stakeholders who own multiple products
Basic Qualifications
Experience with strong project management skills and the ability to thrive in a fast‑paced environment
Preferred Qualifications
Experience managing multiple projects and meeting aggressive deadlines
Equal Opportunity Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Additional Candidate Requirements Los Angeles County applicants: Job duties for this position include working safely and cooperatively with other employees, supervisors, and staff; adhering to standards of excellence despite stressful conditions; communicating effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and following all federal, state, and local laws and company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Salary and Benefits Salary range: 80,000 – 140,000 USD annually. The package includes sign‑on payments and restricted stock units (RSUs). Additional benefits include health insurance, 401(k) matching, paid time off, and parental leave.
Posted:
January 10, 2026
#J-18808-Ljbffr