Sr. Product Manager, Emerging Stores CX Improvements

About the role

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

Key responsibilities

• Lead workstreams to proactively identify and eliminate sources of friction, creating scalable mechanisms across cross‑functional teams.
• Own the roadmap of Emerging Stores CX strategic initiatives while responding to emerging issues that need immediate attention.
• Analyze customer friction data, build compelling business cases, and drive upstream and downstream product and programmatic improvements.
• Partner with product and technology teams inside and outside Amazon Customer Service to deliver high‑impact innovations that transform the service experience.
• Build dashboards, tools, and metrics to make defect elimination sustainable and keep teams focused on measurable goals.

Required profile

• 5+ years of product or program management, product marketing, business development, or technology experience.
• Bachelor’s degree or equivalent.
• Proven ability to handle complex problems, influence senior leaders, and translate customer obsession into measurable improvements.
• Experience owning roadmap strategy, end‑to‑end product delivery, and feature trade‑offs.
• Proficiency in Arabic, Turkish or Spanish is preferred.