We are looking for a customer-obsessed senior product leader to join us as a Principal within the Customer Experience Improvement org (CXI) within Customer Service. You will dig deep into customer friction across all of Amazon's international stores — EU, India, MENA, LATAM, AU/ZA, and emerging markets — trace it back to its source, and drive upstream and downstream product improvements to improve CX. You will force-multiply the work of CXI's regional teams by building the frameworks, mental models, and measurement approaches they need to solve CX problems at scale — and influencing across organizations and senior leadership to drive systemic, durable change for international customers.
Key job responsibilities
• Improve customer experience by proactively identifying and eliminating sources of friction across all international stores
• Build frameworks and mental models for solving CX gaps at scale — creating reusable approaches that force-multiply the work of CXI's regional teams across markets
• Author product strategy documents that drive alignment and investment decisions at VP and SVP level
• Define and own the metrics framework for international CX — including developing new measurement approaches that capture customer harm beyond traditional contact-based metrics, and that quantify the impact of policy and enforcement decisions on genuine customers
• Establish data-driven approaches to surface customer pain points — across human contacts, self-service, and customers who never reach CS — and drive upstream action across organizations
• Partner with product and technology teams to translate customer insights into product requirements and scalable solutions
• Partner with internal CS teams across product, quality of service, and technology to co-create the roadmap and plan for international stores — spanning self-service, associate service, and concessions — ensuring international customer needs are embedded in CS's product and tech priorities
• Work with central CXI teams — including DXI and Returns and Refunds — to embed the international lens into centrally-driven initiatives, ensuring that solutions designed at the global level reflect the realities of international customers and markets
• Partner on VP-level engagements across international markets, establishing shared CX improvement goals and joint accountability for outcomes
• Advocate for international customers in product, design, and operational decisions across organizations
• Deliver measurable outcomes aligned with organizational goals
• Write and present clear narratives to drive alignment and decision-making at senior leadership level
Basic qualifications
- Master's degree- Experience owning/driving roadmap strategy and definition
- Experience with feature delivery and tradeoffs of a product
- 10+ years of blending product and program management skills to execute strategic initiatives about process creation, standardization, and improvement experience
- Experience understanding product and technical requirements and interfacing with Product/Technology teams
- Experience building scalable programs and repeatable scalable processes, levering various tools and methods to create scale and efficiency
- Experience writing strategy documents for executive audiences with clear recommendations in the midst of ambiguity
- Experience working with and influencing senior level stakeholders
- Experience in English-language communication skills, both written and verbal
- • Experience owning product strategy across complex, multi-market environments
- • Strong understanding of international customers, businesses, and cultures across multiple geographies
Preferred qualifications
- Experience owning technology products- • Prior experience based in or covering MENA, LATAM, EU, or South Asia markets
- • Proficiency in Arabic, Spanish, French, or other non-English languages is a plus
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