Account Manager

AMZ Prep is the Amazon-First Commerce Company. We run 20+ fulfillment centers across North America, ship millions of units a year, and are building the AI logistics platform that powers it all. Operator-led, profitable, scaling fast.

About the Role We're hiring a Account Manager, Fulfillment to own a book of brand relationships and run the day-to-day operations that keep them winning. You are the main point of contact for your accounts. When something breaks, they call you.

When they want to grow, they call you. When Amazon changes a rule, they call you. You quarterback every conversation, every escalation, every check-in.

This is not a smile-and-dial customer success role. You're a proper operator who happens to love communication. You read warehouse reports, you know what an FNSKU is, you understand inbound flow, you can debug a check-in delay with the ops floor, and you can also sit across from a VP of Operations at a brand and have a real strategic conversation.

You're hands-on. You're processing order requests, working inbound shipments, and making sure product actually flows through our network for your brands. You own NPS, churn, and growth on your book.

Growth Path This role is built to grow. Based on performance over the next 24 months, the path is clear: Account Manager, Fulfillment (this role) Senior Account Manager - take on AMZ Prep's biggest, most complex accounts Team Lead, Account Management - manage a team of Senior AMs under you Our Values Win Relentlessly. Hard-working and resilient, even when things get tough.

Obsessed with winning and raising the bar every day. We move fast, adapt fast, and outwork everyone. We win as a team.

Own the Outcome. Dependable. No excuses, no oversight needed.

You own results, good or bad, and step up when it counts. You build trust through consistency, accountability, and follow-through. Be Humbly Confident.

Confident but grounded. Direct but respectful. No drama, no politics, no BS.

We call out what doesn't add up, openly and politely. We take feedback, admit mistakes, and keep improving. Obsess Over Data.

Data drives every decision. We use data to identify problems faster, make smarter decisions, and help our team and merchants win. We test, measure, and refine constantly.

If you don't align with these values, we'd recommend you don't apply. What You Own You are accountable for four numbers on your book of business: NPS - your brands rate the experience high Churn - they renew and stay Account Growth - units, SKUs, services, and revenue per account expand Cadence Execution - weekly check-ins, MBRs, and QBRs happen on time, every time What You'll Do Account Ownership Be the main point of contact for a select number fulfillment brands we work with Hold a 1-2 hour response time SLA on all client communication during business hours Run weekly check-ins, Monthly Business Reviews (MBRs), and Quarterly Business Reviews (QBRs) Travel for in-person meetings, warehouse tours, and brand HQ visits as needed Build real relationships, not transactional ones Day-to-Day Operations (hands-on) Handle order requests end-to-end: special projects, rush orders, kitting jobs, B2B/wholesale, retail shipments and work with the warehouses on this Work inbound shipments: confirm ASNs, track containers, coordinate with freight, manage check-in priority, resolve discrepancies with the warehouse team Make sure product flows through the network: monitor backlogs, push priority lanes, elevate bottlenecks before the brand feels them Be the bridge between the brand and the warehouse floor Coordinate FBA prep timelines, DTC fulfillment SLAs, compliance, and labeling Triage and resolve escalations (damages, delays, miscounts, lost units, returns) Run root cause analysis on operational issues and close the loop with the brand Pick up the phone, walk the floor when needed, and unblock things in real time Reporting & Reviews Build and deliver weekly performance reports (inbound speed, check-ins, fulfillment SLAs, shrinkage, returns) Run MBRs and QBRs with the brand's leadership team (VP Ops, COO, founders) Surface insights, not just numbers, and recommend actions Use data to spot churn risk early and growth opportunities sooner Account Growth Identify expansion opportunities: new services (cold storage, freight, returns, kitting), new channels (DTC, Walmart, retail), new SKUs, new geographies Partner with the sales team on upsell and cross-sell Drive net revenue retention (NRR) on your book Cross-Functional Work with Implementation on new account onboarding handoffs Partner with Ops, Freight, and Fulfillment leadership on systemic improvements Loop Finance in on contract renewals and billing escalations Feed product and engineering with merchant insights to improve ALI What You'll Bring 4-7+ years in account management, customer success, or operations at a 3PL, fulfillment company, supply chain SaaS, or e-commerce ops team Hands‑on operational knowledge: inbound, outbound, FBA prep, DTC fulfillment, B2B Retail, freight, returns Strong working knowledge of Amazon Seller Central is a huge win Comfort processing order requests, managing inbound flow, and getting your hands dirty with operations Ability to run a polished MBR / QBR with a brand's senior leadership A 2‑hour response time mindset, you don't let things sit Strong written and verbal communication Comfort with data: spreadsheets, dashboards, BI tools Bias for action, high bar for service, no role too small attitude Nice to Have Experience working with omnichannel brands ($5M‑100M+ revenue) Background in WMS platforms (ShipHero, NetSuite, Manhattan, Blue Yonder) Familiarity with HubSpot, Front, Slack, Notion Experience running both DTC and retail / FBA fulfillment programs Previous in‑warehouse or supply chain operations experience #J-18808-Ljbffr