Customer Growth Manager, Amazon Shipping
Amazon.com.com
Office
San Jose, San Jose, CRI
Full Time
This is an exciting opportunity to join a new emerging business in transportation. We are a startup team looking for a highly driven, entrepreneurial, analytical and customer-obsessed Customer Growth Manager (CGM) to provide operational and relationship support to high-volume shippers. This role plays a critical part in ensuring the success and satisfaction of Amazon Shipping partners by managing key escalations, providing proactive insights, and delivering a seamless support experience.
The CGM will work closely with onshore CGMs.
Key job responsibilities
CGMs support shippers by resolving issues and driving improvements across six primary categories:
1. Pickup Support-Resolve missed, delayed, or urgent pickup requests. Minimize shipper disruptions through timely coordination and response
2. Tracking and Delivery Resolution- Investigate tracking anomalies and delivery delays. Provide clear and accurate updates to shippers. Support recipient satisfaction by resolving delivery concerns
3. Billing & Account Management-Address invoicing discrepancies and payment processing issues. Monitor invoice limits and account configurations. Manage updates to warehouse addresses and contact points
4. Claims Assistance-Guide shippers through the compensation process for lost, damaged, or delayed packages. Review denied claims and ensure adherence to Amazon policy
5. Proactive Account Optimization-Conduct data analysis to identify trends and growth opportunities. Deliver insights via Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs). Promote awareness and usage of self-service tools and best practices
6. Complex or Cross-functional Escalations- Manage escalations that span multiple functions or require unique resolution paths. Partner with internal teams to resolve issues such as property damage, vendor mis-shipments, drop trailer incidents, or API integration errors.
A day in the life
Engage both internally and externally to Amazon to understand key customer pain points and generate strategic and impactful solutions.
- Bachelor's degree, or MBA in supply chain management, operations, engineering, analytics or related field
- 2+ years of customer support experience, or experience in leadership or account management positions
- Experience dealing effectively with customers during problem resolution and operating efficiently under pressure, or experience troubleshooting and documenting findings
- Experience working cross functionally across several teams
- Knowledge of customer experience, listening to customers' voice and work backwards to improve business process and operations
- Experience with advanced use of Excel and using statistical analysis applications
- Familiarity with Amazon Transportation Services (ATS) or logistics systems
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
The CGM will work closely with onshore CGMs.
Key job responsibilities
CGMs support shippers by resolving issues and driving improvements across six primary categories:
1. Pickup Support-Resolve missed, delayed, or urgent pickup requests. Minimize shipper disruptions through timely coordination and response
2. Tracking and Delivery Resolution- Investigate tracking anomalies and delivery delays. Provide clear and accurate updates to shippers. Support recipient satisfaction by resolving delivery concerns
3. Billing & Account Management-Address invoicing discrepancies and payment processing issues. Monitor invoice limits and account configurations. Manage updates to warehouse addresses and contact points
4. Claims Assistance-Guide shippers through the compensation process for lost, damaged, or delayed packages. Review denied claims and ensure adherence to Amazon policy
5. Proactive Account Optimization-Conduct data analysis to identify trends and growth opportunities. Deliver insights via Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs). Promote awareness and usage of self-service tools and best practices
6. Complex or Cross-functional Escalations- Manage escalations that span multiple functions or require unique resolution paths. Partner with internal teams to resolve issues such as property damage, vendor mis-shipments, drop trailer incidents, or API integration errors.
A day in the life
Engage both internally and externally to Amazon to understand key customer pain points and generate strategic and impactful solutions.
Basic Qualifications
- Bachelor's degree, or MBA in supply chain management, operations, engineering, analytics or related field
- 2+ years of customer support experience, or experience in leadership or account management positions
- Experience dealing effectively with customers during problem resolution and operating efficiently under pressure, or experience troubleshooting and documenting findings
- Experience working cross functionally across several teams
- Knowledge of customer experience, listening to customers' voice and work backwards to improve business process and operations
Preferred Qualifications
- Experience with startups or large enterprise customers- Experience with advanced use of Excel and using statistical analysis applications
- Familiarity with Amazon Transportation Services (ATS) or logistics systems
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Customer Growth Manager, Amazon Shipping
Office
San Jose, San Jose, CRI
Full Time
October 11, 2025