Customer care Jobs in Newark, NJ

This role can be located in one of our approved corporate offices in New York, NY.

Drive measurable growth and vendor satisfaction for strategic partnerships on Amazon's retail platform. As a Senior Customer Success Manager, you'll independently manage strategic vendor relationships, develop data-driven plans that generate ROI, and collaborate across teams to clear blockers and deliver results — even when the path forward isn't fully defined.

You'll own vendor outcomes that impact multiple team goals and may influence country- or region-level performance. This role combines independent problem-solving, cross-team collaboration, and customer advocacy. You'll navigate ambiguity, provide strategic recommendations to senior vendor contacts, and optimize processes that improve delivery for both vendors and customers. A core focus is driving vendor satisfaction — ensuring vendors feel supported, heard, and empowered to grow their business on Amazon. You'll also begin mentoring teammates and contributing to the development of others.

Key job responsibilities
Manage strategic vendor relationships and develop long-term, data-driven business plans that drive adoption of growth-generating products and positive customer experience

Provide actionable recommendations to vendors that drive measurable ROI, clearing blockers and escalating appropriately

Collaborate effectively across teams to deliver for vendors — influencing internal and external stakeholders, processes, and priorities

Organize, analyze, and surface vendor/customer feedback in the correct channels to ensure Amazon's decisions consider the Voice of the Customer

Optimize cross-team processes that improve project efficiency and team delivery

Lead promotional planning and catalog optimization initiatives

Begin mentoring peers and contributing to team development

A day in the life
Review performance metrics and present data-driven recommendations during vendor meetings with senior contacts

Navigate ambiguous situations — identifying what's hindering vendor growth and developing solutions independently

Collaborate with cross-functional teams (category managers, supply chain, marketing) to resolve operational challenges

Advocate for vendor needs by organizing feedback and sharing insights with leadership

Guide vendors on utilizing Amazon tools and systems effectively

Participate in strategic planning sessions and support continuous improvement initiatives

Share knowledge with teammates and provide guidance to newer CSMs

About the team
Amazon Vendor Services (AVS) is a paid suite of services designed to build long-term partnerships between Amazon and its vendors — making Amazon the retailer of choice. AVS pursues three core goals:

Accelerate vendor growth on Amazon

Drive higher vendor satisfaction with Amazon, fostering greater engagement and investment

Build sustainable, efficient e-commerce partnerships between Amazon and vendors

As a Senior Customer Success Manager, you serve as the hub of your vendor's interactions with Amazon. Vendors rely on their CSM as a first point of contact for troubleshooting, high-level analysis, and joint business planning. To deliver on these goals, we develop exclusive services and tools that accelerate vendor growth, provide preferred treatment in how vendors interact with us, and enable proactive management of their business.

BASIC QUALIFICATIONS

- Bachelor's degree or equivalent
- Experience managing multiple projects, prioritizing, planning, and managing time
- 4+ years of vendor or client-facing experience in Account Management, Vendor Management, and/or relevant experience in Buying, Planning, or Merchandising
- Data analysis experience including manipulating large datasets from complex systems and interpreting results
- Proficient in Excel and BI tools for use of data manipulation and interpretation
- Experience managing relationships with senior stakeholders
- Demonstrated ability to deliver independently in environments with some ambiguity
- Excellent professional written and verbal communication skills

PREFERRED QUALIFICATIONS

- Experience guiding, training and mentoring others
- Experience with project management
- 5+ years of e-commerce or retail industry experience
- Experience rapidly adapting to change and navigating undefined problems
- Professional experience in Buying, Planning, or Merchandising
- Background in process improvement — optimizing, simplifying, or eliminating inefficient processes
- Advanced degree, certifications, or equivalent experience
- Leverage internal AI tooling to drive efficiencies and expedite problem solving

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow 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. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Our inclusive culture empowers Amazonians to deliver the best results for our customers.