Senior AI SX Manager, Seller Education(AI)

We are seeking a highly capable and AI-savvy Senior Customer Success Manager to lead strategic Seller Education initiatives that improve Seller success through AI-native learning. This role sits within the Seller Education organization and serves as the bridge between deep Seller understanding and scalable AI-powered learning innovation. The successful candidate will work closely with Sellers, Account Managers, Product, Science, Trainer and Content teams to identify Seller learning and AI-adoption pain points, capture Voice of Seller, track AI industry and competitor trends, and transform Seller insights and Account Manager/Trainer best practices into AI-enabled Seller Education capabilities. The role focuses on improving Seller outcomes across the Seller lifecycle by scaling personalized learning, AI feature adoption, content recommendation, and Seller engagement through AI technologies. This role drives seller-centric requirements, validates solution hypotheses, and partners across organizations to deliver measurable improvements in Seller learning efficiency, AI adoption, and business outcomes.

The ideal candidate combines deep customer obsession, strong business judgment, analytical thinking, and hands-on curiosity with emerging AI technologies. They are passionate about improving Seller success, simplifying complex learning and AI-adoption journeys, and transforming Seller and frontline operational insights into scalable AI-native experiences that benefit millions of Sellers.

Key job responsibilities
-Build a deep understanding of Seller learning and AI-adoption journeys across the Seller lifecycle through direct Seller engagement, Voice of Seller (VoS), data analysis, and operational insights, with a particular focus on how Sellers discover, learn, and adopt AI features.

-Scan the AI industry and Seller-facing competitive landscape and translate external signals into implications for Amazon Sellers and Seller Education.

-Identify recurring Seller pain points, emerging AI-adoption gaps, and opportunities to improve Seller success, translating Seller insights into strategic priorities and scalable business initiatives.

-Capture and standardize Account Manager/Trainer knowledge and best practices to improve consistency and scalability across Seller Education programs.

-Identify opportunities to transform Seller support activities and trainer workflows into AI-enabled Seller experiences, including Seller education, personalized guidance, content recommendation, and self-service learning capabilities.

-Define business requirements and partner closely with Product, Science, and Account Manager teams to deliver scalable AI-enabled Seller Education solutions.

-Validate hypotheses using data, experimentation, analytics, automation, and AI tools to continuously improve Seller experience, sharpen insight generation, and operational efficiency.

-Own key Seller Education business metrics and establish mechanisms to monitor Seller adoption, learning outcomes, AI impact, and business results.

-Lead cross-functional initiatives and influence business strategy by bringing frontline Seller insights into long-term planning, driving alignment across regional and global stakeholders.

Basic Qualifications

- 8+ years of experience in Customer Success, Account Management, Business Operations, Program Management, Marketing, Consulting, Product Management, or related fields.
- Experience leading cross-functional business initiatives and delivering measurable business impact.
- Exposure to AI, automation, or emerging technologies through business, operations, product, marketing, or customer-facing initiatives.
- Strong analytical, problem-solving, and learning agility with the ability to thrive in a fast-paced environment.
- Excellent written and verbal communication skills in both English and Mandarin Chinese.

Preferred Qualifications

- Experience working in e-commerce, marketplaces, Seller Education, or other customer-facing business functions.
- Experience leveraging AI or automation to improve business processes, customer experience, or operational efficiency.
- Hands-on comfort with data and AI tools (e.g., SQL, LLM-based experimentation) to prototype and validate ideas.
- Demonstrated ability to influence stakeholders and drive alignment across cross-functional teams.
- Master's degree, MBA, or equivalent experience.

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