Senior Commercial Operations Manager

Description

Amazon Manufacturing Services (AMS) is Amazon's internal advanced manufacturing operation, delivering rapid prototyping and production services to engineering teams across the company. Our manufacturing capabilities span metals fabrication, CNC machining, and additive manufacturing, and we are actively expanding into new service areas to meet growing internal demand.
We take products from concept to finished hardware, enabling Amazon engineering teams to move faster and at lower cost than external sourcing allows. AMS is in a high-growth phase, adding capabilities and service lines, and we are building the commercial engine to match.

Commercial operations at AMS is not a support function. It is the engine that connects our manufacturing capabilities to our customers and drives the growth of the business. The Commercial Operations Manager owns that engine entirely.
You will be the commercial leader for AMS. You set priorities, build the team, own the customer relationship, and drive revenue execution. You decide how orders are sequenced, how customers are served, and how the commercial organization scales. You are the primary point of contact for customers from first quote to final delivery.
AMS has a strong and growing pipeline of manufacturing work across Amazon business lines. The prototyping flywheel is real and it is accelerating. The right commercial leader will build the systems and team to capture that demand, shorten cycle times, and grow the customer base. This role has scope, authority, and room to grow.


Key job responsibilities
Commercial Operations and Order Management
• Own the full order lifecycle from intake through delivery, including quoting, estimation, scheduling, and customer communication.
• Drive quoting and estimation turnaround to consistently meet our promise dates.
• Hold the team accountable to the rapid prototyping SLA at greater than 95% on-time performance.
• Plan and execute on orders generated by business development, ensuring clean hand-offs from opportunity to active order.
• Manage order sequencing and customer prioritization. Make tradeoff decisions when demand exceeds capacity.
• Negotiate delivery timelines directly with customers, including for large and complex projects.

Customer Success and Account Growth
• Own the customer relationship from order acceptance through delivery completion.
• Drive account growth with existing customers across new prototyping and managed order projects.
• Build and sustain a high customer satisfaction score by managing the end-to-end customer experience.
• Resolve escalations and service failures directly. Own the outcome.

Commercial Growth and Marketing
• Own rapid prototyping revenue growth by managing pipeline, capacity utilization, and order execution.
• Develop and execute the marketing and branding strategy for AMS services, including customer-facing materials and service catalog management.
• Build and maintain the commercial processes that support AMS as it scales.

Team Leadership
• Hire, develop, and retain the commercial operations team.
• Set clear expectations, delegate with accountability, and build a team that runs without requiring escalation on standard decisions.

Technology and Process
• Drive requirements for the tools and systems that support quoting, order tracking, and customer communications.
• Identify and prioritize improvements to commercial systems. Get requirements onto the technology roadmap.
• Design scalable processes that reduce manual effort and improve speed and accuracy across commercial operations.

Basic Qualifications

- Bachelor's degree in Industrial Engineering, Mechanical Engineering, or other STEM field
- 3+ years of people management experience
- • 7+ years of Manufacturing industry experience, including direct exposure to production operations, order management, or customer-facing commercial functions in a manufacturing environment.
- • 3+ years of Commercial operations experience: managing a sales or order funnel, owning customer accounts, and managing customer projects end to end.
- • Demonstrated ability to make prioritization and tradeoff decisions under capacity constraints without escalating routine issues.
- • Track record of holding a team accountable to measurable service commitments.

Preferred Qualifications

- Bachelor's degree, or MBA in management, business administration, economics, engineering, marketing
- Experience developing and implementing systems and tools utilized for CRM, variable compensation, revenue reporting, forecasting, sales force automation or equivalent
- Experience in technical sales for B2B or in solution-sales / technology-related environment
- • 3+ years of experience building commercial operations processes in a high-growth or startup-to-scale manufacturing environment.
- • Experience owning revenue growth targets or a commercial P&L.
- • Familiarity with rapid prototyping, additive manufacturing, or digital manufacturing services.

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

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 base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.