Principal – International Customer Experience Lead

About the role

Join Amazon’s Customer Experience Improvement (CXI) organization as a Principal leader responsible for shaping the future of international customer experience across Amazon’s global stores. You will identify friction points, design scalable solutions, and influence senior leadership to deliver lasting improvements for customers worldwide.

Key responsibilities

• Proactively detect and eliminate sources of customer friction across all international Amazon stores.
• Build reusable frameworks, mental models, and measurement approaches that empower regional CXI teams.
• Author product strategy documents that guide investment decisions at VP and SVP levels.
• Define and own an international CX metrics framework, creating new measurement methods beyond traditional contact‑based metrics.
• Establish data‑driven processes to surface customer pain points across human contacts, self‑service, and non‑contact interactions.
• Partner with product, technology, and internal CS teams to translate insights into scalable product requirements.

Required profile

• Deep customer obsession with a track record of driving systemic change.
• Strong analytical mindset and ability to influence senior leaders across functions.
• Experience leading product strategy and program management at a senior level.

Required skills

• Product strategy development
• Scalable program design
• Feature delivery and standardization
• Program management and process creation
• Writing strategy documents and defining technical requirements

What we offer

• Opportunity to impact millions of customers globally.
• Collaborative environment with senior leadership visibility.
• Access to Amazon’s vast resources and data infrastructure.