Senior Product Manager, Emerging Stores CX Improvements

About the role

Amazon Customer Service is seeking a senior product leader to drive customer‑experience improvements for Emerging Stores. The role sits within the Customer Experience Improvement organization and will own the roadmap for strategic CX initiatives while responding to urgent issues. You will work with product managers, program managers and business analysts to identify friction points and deliver upstream and downstream solutions.

Key responsibilities

• Analyze large‑scale customer friction data, surface the biggest opportunities and build compelling business cases for improvement.
• Partner with technology and product teams across Amazon to design and launch high‑impact features that eliminate defects and enhance the service experience.
• Develop and maintain dashboards, tools and metrics that make defect elimination sustainable and visible to stakeholders.
• Lead cross‑functional workstreams, create scalable mechanisms, and influence senior leadership to prioritize systemic CX issues.
• Advocate for customers in product, design and operational decisions, delivering measurable outcomes aligned with organizational goals.

Required profile

• Proven ability to tackle complex, ambiguous problems and anticipate hidden risks.
• Strong communication skills to translate technical challenges into clear, consensus‑building narratives.
• Strategic mindset to allocate resources effectively while removing bottlenecks.
• Track record of building scalable processes and influencing across multiple organizations.
• Deep customer obsession with a focus on measurable experience improvements.

Required skills

• Product Marketing
• Feature Delivery
• End‑to‑End Product Delivery
• Program Management
• Technology Experience