Principal, International CX, Amazon Customer Service

Come build the future of international customer experience with us. Every year, millions of customers across Amazon's global stores - from Dubai to São Paulo, Warsaw to Bangalore - experience moments where Amazon falls short. CXI's vision is to ensure every one of them - regardless of where they shop, what language they speak, or whether they ever contact us - gets an experience worthy of Amazon's promise. We do this by holding the most direct and comprehensive view of what's going wrong for customers, and driving the product, policy, and partnership changes that fix it at the root.

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 cust…

• 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

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• Experience owning product strategy across complex, multi-market environments

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• Strong understanding of international customers, businesses, and cultures across multiple geographies
• Experience owning technology products

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• Prior experience based in or covering MENA, LATAM, EU, or South Asia markets

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• Proficiency in Arabic, Spanish, French, or other non-English languages is a plus

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