Manager, Customer Success, Global Seller Supply Chain - PMO

Full Job Description

Amazon Global Selling has been helping individuals and businesses increase sales and reach new customers around the globe. The Global Selling team in China is responsible for recruiting local businesses to sell on Amazon’s 21 overseas marketplaces, and supporting local Sellers’ success and growth on the Amazon. Our vision is to be the first choice for all types of Chinese business to go globally.

We are seeking a dynamic, highly motivated Customer Success Manager to join the Global Seller Supply Chain (GSSC) central PMO team, focusing on driving seller experience excellence and business growth for China cross-border Merchant Fulfilled Network (MFN) shipping programs — spanning both Amazon managed shipping solutions and seller self-ship solutions. In this highly visible role, you will lead a team of Customer Success Managers and Carrier Managers to improve the MFN customer and seller experience, translate deep seller and carrier insights into business strategies and product roadmaps, and own the delivery of key business outcomes across multiple global marketplaces.

This role offers a unique opportunity to become the domain expert in CN cross-border MFN shipping, influence product roadmaps and Go-To-Market strategies by partnering closely with global MFN product managers, and shape decisions at the senior leadership level in an exciting and fast-paced business. The ideal candidate is customer-obsessed, intellectually curious with a passion for continuous learning and exploring new possibilities, has a track record of building and developing high-performing teams, excels at performing deep-dive analyses to uncover seller behavior patterns and identify key pain points, and possesses best-in-class oral and written communication skills in both English and Mandarin Chinese.

Key job responsibilities Lead, coach, and develop a team of Customer Success Managers and Carrier Managers; set clear goals, provide regular feedback, and build a AI native culture of customer obsession and data-driven decision-making.

Research and dive deep into MFN domain to become the domain expert; define the ideal customer and seller experience and identify opportunities for improvement across the CN cross-border shipping journey.

Collect and synthesize both seller and carrier insights to develop a holistic view of the MFN shipping experience; translate insights into actionable business strategies and product requirements.

Based on research insights, develop Go-To-Market strategies and business plans that improve seller experience and accelerate MFN business growth across different seller cohorts.

Partner closely with global MFN Product Managers to influence product roadmaps and policy improvements by representing seller and carrier needs.

Clearly define and communicate business requirements, secure alignment and support from internal stakeholders and external partners across worldwide and marketplace teams.

Establish strong relationships and build trust with local and global stakeholders to advance product and feature proposals from concept to execution.

Own Operational Planning (3YP/OP1/OP2) for assigned domains, define and deliver key performance indicators, and proactively identify roadblocks and business opportunities.

About the team We are Amazon Global Selling (AGS) PMO team. We collaborate with AGS business teams to identify key Seller needs and partner with global product teams to develop tools and solutions to improve Seller experience and sustainable growth.

Basic Qualifications

• 5+ years of relevant experience in program management, product management, business operations, or customer success.
• 5+ years of people management experience, with demonstrated ability to hire, develop, and retain high-performing teams.
• Strong analytical skills with the ability to use data to drive decisions, identify trends, and communicate insights effectively.
• Proven track record of managing complex, cross-functional initiatives across multiple teams or organizations.
• Excellent written and verbal global communication skills in both English and Mandarin Chinese.
• Demonstrated ability to manage ambiguity — defining problems, developing strategies, and delivering solutions with limited guidance.

Preferred Qualifications

• Experience in cross-border e-commerce, logistics, or global companies.
• Experience leading Voice of Seller / Voice of Customer programs, GEMBA walks, or seller advisory initiatives.
• Track record of developing AI solutions to improve the working efficiency or solve business problems.

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.

5+ years of relevant experience in program management, product management, business operations, or customer success. 5+ years of people management experience, with demonstrated ability to hire, develop, and retain high-performing teams. Strong analytical skills with the ability to use data to drive decisions, identify trends, and communicate insights effectively. Proven track record of managing complex, cross-functional initiatives across multiple teams or organizations. Excellent written and verbal global communication skills in both English and Mandarin Chinese. Demonstrated ability to manage ambiguity — defining problems, developing strategies, and delivering solutions with limited guidance.

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