Principal International Customer Experience Leader

About the role

Join Amazon’s Customer Experience Improvement (CXI) organization to shape the future of international customer experience. As a Principal, you will lead cross‑regional efforts to identify friction points across Amazon’s global stores and drive product, policy, and partnership changes that deliver lasting improvements.

Key responsibilities

• Proactively detect and eliminate sources of customer friction across all international Amazon stores.
• Build reusable frameworks, mental models, and measurement approaches that empower regional CXI teams.
• Author product strategy documents that secure alignment and investment at VP and SVP levels.
• Define and own the metrics framework for international CX, creating new measurement methods beyond traditional contact‑based metrics.
• Establish data‑driven processes to surface customer pain points from human contacts, self‑service, and non‑contact interactions.
• Partner with product and technology teams to translate insights into scalable product requirements.
• Collaborate with internal Customer Service teams to ensure seamless execution of CX improvements.

Required profile

• 10+ years (120 months) of experience in product strategy, program management, or related fields.
• Strong customer‑obsession with a proven track record of driving systemic change.
• Ability to influence senior leadership and work across multiple regions and functions.
• Data‑driven mindset with experience defining and tracking performance metrics.

Required skills

• Product strategy
• Scalable program development
• Feature delivery
• Standardization
• Program management
• Writing strategy documents
• Process creation
• Technical requirements definition

What we offer

• Opportunity to impact millions of customers worldwide.
• Collaborative environment with senior leaders across Amazon.
• Access to Amazon’s global resources and data.