Sr. Product Manager, Customer Experience Improvement

Amazon Customer Service (CS) is a large and global organization, obsessed with taking care of our customers and delivering reliably fast, convenient, and helpful support when they need it. Whether customers interact with our self-serve solutions or CS Associates, we work hard to make sure they have a delightful experience with us, each and every time.

We are looking for a customer-obsessed product leader to join us in the EU Customer Experience Improvement org within Customer Service. You will be a part of the EU team of program managers, product managers, business analysts, and business intelligence engineers who dig deep into customer friction, trace it back to its source, and drive upstream and downstream product and programmatic improvements to improve CX. You and your team will own the roadmap of EU strategic initiatives while also responding to emerging issues that need immediate attention.

Key job responsibilities

The role requires someone who can use significant expertise and high judgment to distill diverse inputs from large customer segments and stakeholders to set a vision and design the right long-term solutions. You will spend your time analyzing customer friction data to identify the biggest opportunities and building compelling cases for improvements. This means diving deep into significantly complex problems where defects create friction across multiple parts of the customer journey. You will work across multiple organizations and leadership to influence and achieve consensus on priorities.

You will partner on product and technology solutions within and outside the Amazon Customer Service org to drive high impact innovation and improvements that can transform the service experience we offer to our customers.

You will create mechanisms that make defect elimination sustainable. This includes building dashboards and tools that show customer impact, designing processes that catch problems before they reach customers, and establishing metrics that keep everyone focused on goals. You will be regularly working at both tactical and strategic levels to deliver results.

This is the right role for you if:

- You can handle significantly complex problems and efforts, with the ability to see both visible and not-yet-visible risks.

- You excel at taking complex technical problems and explaining them clearly to drive consensus among stakeholders.

- You can work strategically to determine where resources are best applied while actively working to remove bottlenecks.

- You create scalable mechanisms and best practices while effectively influencing and force multiplying across organizations.

- You have deep customer obsession and can translate that into measurable improvements in customer experience.

A day in the life

- Lead customer experience workstreams by proactively identifying and eliminating sources of friction.

- Create scalable mechanisms to work across cross-functional teams and drive organizational change.

- Establish data-driven approaches to detect issues, surface customer pain points and drive upstream action across organizations.

- Understand how AI is reshaping CX product architectures, product development and customer workflows; apply AI to enable faster learning cycles, accelerate development, make better decisions and unlock new forms of innovation

- Influence strategic direction, customer adoption decisions, engineering and business approach (internally and externally if applicable), vendors, partners, and organization priorities.

- Influence senior leaders to prioritize and address systemic customer experience issues through high-quality analytics and communication.

- Advocate for 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.

- Coach and develop high-performing teams while creating leadership opportunities.

Basic qualifications

- High school or equivalent diploma, or Bachelor's degree

- Experience building and effectively executing a strategy from the ground up, including designing roadmaps to drive incremental progress towards long-term vision and goals

- Experience in technical product or program management

- Speak, write, and read fluently in English

Preferred qualifications

- Experience working with technical and business stakeholders from global cross-functional teams

- Experience using data and metrics to influence senior leadership and drive organizational change

- Experience managing the end-to-end product life cycle as a product manager

- Speak, write, and read fluently in Spanish

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