Principal International CX – Customer Service

About the role

Come build the future of international customer experience with us. Every year, millions of customers across Amazon’s global stores experience moments where Amazon falls short. CXI’s vision is to ensure every one of them gets an experience worthy of Amazon’s promise.

Key responsibilities

• Identify and eliminate sources of friction across all international stores and build frameworks that scale 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, developing new measurement approaches beyond traditional contact‑based metrics.
• Partner with product, technology and internal CS teams to translate customer insights into scalable solutions and co‑create roadmaps for international stores.
• Work with central CXI teams to embed the international lens into globally‑driven initiatives and establish shared CX improvement goals with VP‑level stakeholders.

Required profile

• Master’s degree.
• 10+ years blending product and program management skills to execute strategic initiatives.
• Experience owning roadmap strategy, feature delivery and trade‑offs for technology products.
• Strong ability to write strategy documents for executive audiences and influence senior stakeholders.
• Excellent English communication skills, both written and verbal.
• Deep understanding of international customers, businesses and cultures across multiple geographies.