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. You will own the roadmap for strategic CX initiatives, analyze friction data, and partner across organizations to deliver high‑impact solutions.

Key responsibilities

• Lead workstreams that proactively identify and eliminate sources of customer friction.
• Create scalable mechanisms and dashboards to make defect elimination sustainable.
• Establish data‑driven approaches to surface pain points and trigger upstream action.
• Apply AI insights to accelerate development cycles and enable new innovations.
• Influence senior leaders and cross‑functional teams to prioritize systemic CX issues.
• Advocate for customers in product, design, and operational decisions.
• Deliver measurable outcomes aligned with organizational goals and communicate clear narratives.

Required profile

• Proven ability to handle highly complex problems and anticipate hidden risks.
• Excellent at translating technical challenges into clear, consensus‑building narratives.
• Strategic thinker who can allocate resources effectively while removing bottlenecks.
• Track record of building scalable processes and influencing across large organizations.
• Deep customer obsession with a focus on measurable CX improvements.