Manager, Customer Growth Mgr, Amazon Shipping

Customer Growth Manager (CGM) Team

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 Manager for the Customer Growth Manager (CGM) Team to lead a high-performing team focused on supporting high-volume shippers within Amazon's Transportation Services (ATS) network. This role requires strong operational oversight, cross-functional collaboration, and people management skills to deliver a world-class shipper experience through a proactive and scalable support model.

The ideal candidate will partner with onshore CGMs to drive process excellence, resolve complex escalations, and ensure consistent service delivery from offshore operations.

Key Job Responsibilities

• Lead and manage a team of CGMs, ensuring timely and effective support across six key areas : Pickup Support, Tracking & Delivery Resolution, Billing & Account Management, Claims Assistance, Proactive Account Optimization, and Complex / Cross-functional Escalations.
• Establish team goals, set performance metrics, and drive accountability to achieve KPIs related to resolution time, customer satisfaction, and operational efficiency.
• Act as a point of escalation for high-impact or cross-functional issues, coordinating resolution with senior stakeholders as needed.
• Drive continuous improvement initiatives to optimize workflows, automate repetitive tasks, and reduce shipper friction.
• Deliver insights from escalations and shipper feedback to partner teams and help inform long-term product, policy, or process improvements.
• Support offshore transition and operational integration efforts to ensure seamless support delivery and alignment with onshore standards.
• Oversee the quality and consistency of Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), and other proactive communications.
• Foster a high-performance culture by coaching and developing team members and supporting career growth opportunities.

A day in the life involves engaging both internally and externally to Amazon to understand key customer painpoints and generate strategic and impactful solutions.