Principal, International CX Customer Service

Tanqeeb; Dubai; On-site; AED 900,000 - 1,400,000; Full time

Job summary

Souq.com FZ LLC in Dubai seeks a senior product leader to direct international CX improvements within Amazon's CXI organization. You will define strategy for multi-market stores, frame metrics, and drive upstream product changes that reduce friction for customers across EU, India, MENA, LATAM, and beyond.

You will collaborate with product, technology, and regional teams, influence senior leaders, and deliver measurable impact aligned with company goals.

Qualifications

• Master's degree required.
• Experience owning/driving roadmap strategy and definition.
• Experience with feature delivery and tradeoffs of a product.
• 10+ years blending product and program management to execute strategic initiatives.
• Experience understanding product and technical requirements and interfacing with Product/Technology teams.
• Experience building scalable programs and repeatable scalable processes.
• Experience writing strategy documents for executive audiences with clear recommendations.
• Experience influencing senior level stakeholders.
• Experience in English-language communication, both written and verbal.
• Experience owning product strategy across complex, multi-market environments.
• Strong understanding of international customers, businesses, and cultures across multiple geographies.

Responsibilities

• Improve international CX by identifying and eliminating friction across all stores.
• Build scalable frameworks and mental models for CX gaps across markets.
• Author product strategy documents for VP/SVP alignment.
• Define and own metrics framework for international CX and policy impact.
• Establish data-driven approaches to surface customer pain points across channels.
• Partner with product and tech to translate insights into scalable solutions.
• Collaborate with CS teams to embed international needs in roadmaps and priorities.
• Coordinate with central CXI teams to reflect international realities in global initiatives.
• Engage at VP-level with partners across markets to set shared CX goals and accountability.
• Advocate for international customers in product, design, and operations.

Skills

Roadmap strategy

Executive stakeholder

Product management

English communication

Multi-market strategy

Policy/ enforcement

Analytics/ metrics

Strategic writing

Education

Master's degree

Job description

Description

Come build the future of international customer experience with us. Every year, millions of customers across Amazon's global stores — from Dubai to São Paulo, Warsaw to Bangalore — experience moments where Amazon falls short. CXI's vision is to ensure every one of them — regardless of where they shop, what language they speak, or whether they ever contact us — gets an experience worthy of Amazon's promise. We do this by holding the most direct and comprehensive view of what's going wrong for customers, and driving the product, policy, and partnership changes that fix it at the root.

We are looking for a customer-obsessed senior product leader to join us as a Principal within the Customer Experience Improvement org (CXI) within Customer Service. You will dig deep into customer friction across all of Amazon's international stores — EU, India, MENA, LATAM, AU/ZA, and emerging markets — trace it back to its source, and drive upstream and downstream product improvements to improve CX. You will force-multiply the work of CXI's regional teams by building the frameworks, mental models, and measurement approaches they need to solve CX problems at scale — and influencing across organizations and senior leadership to drive systemic, durable change for international customers.

Key job responsibilities

• Improve customer experience by proactively identifying and eliminating sources of friction across all international stores
• Build frameworks and mental models for solving CX gaps at scale — creating reusable approaches that force-multiply the work of CXI's regional teams across markets
• Author product strategy documents that drive alignment and investment decisions at VP and SVP level
• Define and own the metrics framework for international CX — including developing new measurement approaches that capture customer harm beyond traditional contact-based metrics, and that quantify the impact of policy and enforcement decisions on genuine customers
• Establish data-driven approaches to surface customer pain points — across human contacts, self-service, and customers who never reach CS — and drive upstream action across organizations
• Partner with product and technology teams to translate customer insights into product requirements and scalable solutions
• Partner with internal CS teams across product, quality of service, and technology to co-create the roadmap and plan for international stores — spanning self-service, associate service, and concessions — ensuring international customer needs are embedded in CS's product and tech priorities
• Work with central CXI teams — including DXI and Returns and Refunds — to embed the international lens into centrally-driven initiatives, ensuring that solutions designed at the global level reflect the realities of international customers and markets
• Partner on VP-level engagements across international markets, establishing shared CX improvement goals and joint accountability for outcomes
• Advocate for international customers in product, design, and operational decisions across organizations
• Deliver measurable outcomes aligned with organizational goals
• Write and present clear narratives to drive alignment and decision-making at senior leadership level

Basic Qualifications

• Master's degree
• Experience owning/driving roadmap strategy and definition
• Experience with feature delivery and tradeoffs of a product
• 10+ years of blending product and program management skills to execute strategic initiatives about process creation, standardization, and improvement experience
• Experience understanding product and technical requirements and interfacing with Product/Technology teams
• Experience building scalable programs and repeatable scalable processes, levering various tools and methods to create scale and efficiency
• Experience writing strategy documents for executive audiences with clear recommendations in the midst of ambiguity
• Experience working with and influencing senior level stakeholders
• Experience in English-language communication skills, both written and verbal
• Experience owning product strategy across complex, multi-market environments
• Strong understanding of international customers, businesses, and cultures across multiple geographies

Preferred Qualifications

• Experience owning technology products
• Prior experience based in or covering MENA, LATAM, EU, or South Asia markets
• Proficiency in Arabic, Spanish, French, or other non-English languages is a plus

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Company

Souq.com FZ LLC