Principal International Customer Experience Leader

About the role

Amazon is seeking a senior product leader to drive the future of international customer experience across its global stores. The Principal will own the end‑to‑end view of customer friction, translate insights into product strategy, and influence senior leadership to deliver systemic improvements.

Key responsibilities

• Identify and eliminate sources of friction across Amazon’s international markets (EU, India, MENA, LATAM, AU/ZA, emerging markets).
• Build reusable frameworks, mental models, and measurement approaches that scale across regional CX teams.
• Author product strategy documents that guide investment decisions at VP and SVP levels.
• Define and own a metrics framework that captures customer harm beyond contact‑based metrics.
• Establish data‑driven methods to surface pain points from human contacts, self‑service, and non‑contact customers.
• Partner with product, technology, and internal CS teams to translate insights into scalable solutions.
• Collaborate with central CX initiatives (DXI, Returns & Refunds) to embed an international perspective.
• Lead VP‑level engagements across markets to set shared CX improvement goals and accountability.

Required profile

• Extensive experience leading product initiatives that improve customer experience at a global scale.
• Strong analytical mindset with a track record of building metrics and measurement systems.
• Proven ability to influence senior leaders and drive cross‑functional collaboration.
• Deep understanding of international e‑commerce markets and customer behavior.

Required skills

What we offer

• Opportunity to shape the customer experience for millions of Amazon shoppers worldwide.
• Access to Amazon’s global resources, data, and technology platforms.
• Collaborative environment with senior leadership and high‑impact teams.