Amazon Freight is looking for a Senior Customer Success Manager with a proven track record in Customer and Operational Project management, and a commercially aware approach to customer problem solving and project deliverables. The role is part of the Customer Success Operations team. The Amazon Freight Team provides transportation services for external shippers, utilizing the logistics network built for Amazon to deliver freight safely, on time, and at competitive costs. We offer shippers access to the same network of carriers, technology infrastructure, and tools that Amazon uses to move thousands of loads daily. This allows businesses of all sizes to benefit from the costs and service levels of one of the largest shippers in the world.
As a Senior Customer Success Manager within AF EU Customer Success Operations, you will be responsible for driving customer and operational improvements to optimize the business. The ideal candidate should be able to analyze data, present and implement business changes, lead large-scale projects, manage operational aspects of product launches and scaling, think strategically, and influence senior leadership. The focus will be on customer-centric transformational projects aimed at enhancing Shipper excellence and expanding Amazon Freight's services while delivering top-tier customer service.
Key job responsibilities
1. Proactively drive transformation across the Customer Success team and the wider organization, promoting change and adoption to maximize team performance and meet revenue targets, KPIs, and SLAs.
2. Design and pilot specialized processes for Customer Success Enterprise Shippers, managing change and continuous improvement, while assessing scalability.
3. Collaborate with business development, product, and operations teams to ensure alignment on project objectives, influencing stakeholders across functions such as product, technology, legal, and finance.
4. Implement governance mechanisms through KPIs and metrics, and conduct ad hoc reporting and deep-dive analyses for successful project delivery.
5. Work with Operations to identify and resolve operating issues, devising practical solutions without compromising quality or functionality.
6. Manage communication with stakeholders and ensure alignment of business goals and implementation strategies.
7. Lead change management for new freight products, programs, and network expansion, including workstream and project allocation.
8. Apply agile methodologies and project management skills to design, develop, and execute operational transformation programs.
9. Benchmark external teams and organizations to identify opportunities for customer benefit.
About the team
Amazon Freight Europe provides transportation services for external shippers, utilizing Amazon's logistics network for safe, timely, and cost-effective freight delivery. The team supports the planning, scheduling, and support of transport orders, ensuring the smooth operation of Amazon's European freight network and impacting the Shipper Experience.
Minimum qualifications and skills
* Bachelor's degree; Master's preferred
* Experience in customer-facing roles and senior operations or project management
* Advanced Excel skills (Pivot Tables, VLookUps)
* Ability to operate in ambiguous environments and develop strategic solutions
* Proven stakeholder influence across multiple functions
* Analytical problem-solving skills
* Experience scaling products or programs with customers
* Leadership in driving change within large, cross-functional teams
* Understanding of business and end-user needs, with the ability to translate into solutions
* Project management certifications; familiarity with statistics, Lean/Six Sigma (Green Belt)
* German language proficiency
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