Senior Product Manager – Emerging Stores CX Improvements

About the role

Amazon Customer Service is a global organization focused on delivering fast, convenient, and helpful support. We are seeking an experienced, customer‑obsessed product leader to join the Customer Experience Improvement organization, specifically the Emerging Stores team.

Key responsibilities

• Distill diverse inputs from large customer segments and stakeholders to set a vision and design long‑term solutions.
• Analyze customer friction data, identify high‑impact opportunities, and build compelling business cases for improvement.
• Collaborate across multiple organizations and senior leadership to achieve consensus on priorities and drive product and technology solutions.
• Create sustainable defect‑elimination mechanisms, including dashboards, tools, processes, and metrics.
• Operate at both tactical and strategic levels to deliver measurable outcomes.

Required profile

• Ability to handle highly complex problems, anticipate visible and hidden risks, and remove bottlenecks.
• Strong communication skills to translate technical challenges into clear, consensus‑building narratives.
• Track record of building scalable mechanisms and best practices that influence cross‑functional teams.
• Deep customer obsession with a proven ability to turn insights into measurable CX improvements.

Required skills

• Feature delivery
• Program management
• Technology experience
• End‑to‑end product delivery