Principal – International Customer Experience Lead

About the role

Amazon is looking for a senior product leader to shape the future of international customer experience. You will work across Amazon’s global stores, from the UAE to LATAM, identifying friction points and driving systematic improvements that align with Amazon’s promise of excellence.

Key responsibilities

• Proactively identify and eliminate sources of customer friction across all international markets.
• Build reusable frameworks and mental models that enable regional CX teams to solve problems at scale.
• Author product strategy documents that guide investment decisions at VP and SVP levels.
• Define and own a metrics framework for international CX, creating new measurement approaches beyond traditional contact‑based metrics.
• Establish data‑driven methods to surface pain points across human contacts, self‑service, and customers who never reach support.
• Partner with product and technology teams to translate insights into scalable product requirements.

Required profile

• 10+ years of experience (120 months) in product management, program management, or related fields.
• Strong customer‑obsession and ability to influence senior leadership across multiple regions.
• Proven track record of delivering measurable improvements in large, complex organizations.

Required skills

What we offer

• Opportunity to impact millions of customers worldwide.
• Collaborative environment within Amazon’s Customer Experience Improvement organization.
• Access to Amazon’s global resources and data to drive innovative solutions.