Principal Product Manager - Customer Experience

Amazon UAE; Dubai; On-site; AED 55,000 - 80,000; Full time

Job summary

Souq.com FZ LLC, operating under Amazon’s Middle East business, seeks a Principal Product Manager to lead customer experience across multiple international marketplaces. You will identify systemic friction, define global CX metrics, and shape product strategy to drive scalable improvements across diverse regions and languages.

The role emphasizes building reusable frameworks, influencing product, technology, and policy teams, and delivering data-driven, cross-market CX enhancements with senior

Qualifications

• Master's degree in a relevant field or equivalent
• Minimum 10 years of experience in product and program management
• Experience owning product strategy, roadmaps, and tradeoffs across large environments

Responsibilities

• Identify recurring customer friction across international stores and prioritize high-impact opportunities.
• Define product strategies translating complex international needs into clear investment priorities.
• Own the measurement framework for international customer experience and track CX outcomes.

Skills

Product strategy

CX measurement

Roadmap ownership

Program management

Executive communication

International markets

Data-driven decisions

Stakeholder management

Customer journey analysis

Cross-functional leadership

Education

Master's degree

Job description

Principal Product Manager - Customer Experience Job Snapshot

Role: Principal Product Manager - Customer Experience

Location: Dubai, United Arab Emirates

Industry: Internet

Function: Product Management

Experience: 10 years

Job Type: Full-time

Position Overview

Principal Product Manager - Customer Experience in Dubai, United Arab Emirates is an Internet opportunity within Amazon 's Customer Experience Improvement organization, focused on improving customer journeys across international stores. Amazon is hiring a senior product leader to identify systemic customer friction, define global CX measurement frameworks, shape product strategy, influence executive investment decisions, and drive scalable improvements across Europe, India, MENA, Latin America, Australia, South Africa, and emerging markets.

Job Details

Country: United Arab Emirates

City: Dubai

Industry: Internet

Function: Product Management

Salary: 55000-80000 Estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer.

Gender: Any

Candidate Nationality: Any

Job Type: Full-time

Role Context

The Principal Product Manager will operate within Amazon 's Customer Experience Improvement organization and take a broad international view of customer problems across multiple marketplaces, languages, cultures, and service models. The mandate extends beyond customers who contact Customer Service by examining friction across self-service journeys, human-assisted interactions, policies, enforcement decisions, refunds, concessions, and customers whose problems never generate a formal contact. This position is designed to turn fragmented customer signals into durable product and policy improvements. By building reusable frameworks, defining meaningful CX metrics, and influencing product, technology, operations, and senior leadership teams, the Principal will help eliminate root causes rather than treating individual symptoms.

Key Responsibilities

• Identify recurring sources of customer friction across Amazon 's international stores and prioritize opportunities with the greatest customer impact.
• Trace customer experience failures to underlying product, policy, technology, operational, or process causes.
• Build reusable frameworks and mental models that enable regional CXI teams to solve customer experience problems consistently at scale.
• Define product strategies that translate complex international customer needs into clear investment priorities.
• Author strategic narratives and recommendation documents for VP and SVP-level decision-making.
• Own the measurement framework for international customer experience.
• Develop metrics that capture customer harm beyond traditional Customer Service contact rates.
• Quantify how policies, enforcement actions, and operational decisions affect genuine customers.
• Create data-driven mechanisms for surfacing pain points across assisted service, self-service, and non-contact customer journeys.
• Convert customer insights into product requirements and scalable solutions with Product and Technology teams.
• Shape roadmaps covering self-service experiences, associate-assisted service, concessions, and related Customer Service capabilities.
• Partner with Customer Service product, quality, and technology teams to ensure international requirements are represented in global roadmaps.
• Work with central CXI organizations, including DXI and Returns and Refunds teams, to incorporate international market realities into centrally designed initiatives.
• Establish shared customer experience objectives with senior leaders across international marketplaces.
• Build mechanisms for joint accountability and measurable improvement against agreed CX outcomes.
• Represent international customers during product, design, policy, and operational decision-making.
• Evaluate feature options and tradeoffs while balancing customer impact, technical feasibility, scalability, and business priorities.
• Develop repeatable processes that improve the effectiveness and reach of regional customer experience teams.
• Navigate ambiguity across complex multi-market initiatives and establish clear paths from problem definition to implementation.
• Influence stakeholders across organizations where direct reporting authority may not exist.
• Track delivered initiatives against customer experience and organizational performance goals.
• Present concise, evidence-based narratives that enable senior leaders to make informed decisions.

Ideal Profile

Candidates should hold a master 's degree and bring at least ten years of experience combining product management and program management to deliver strategic initiatives involving process creation, standardization, and continuous improvement. Extensive experience owning product strategy, roadmap development, feature delivery, and product tradeoff decisions across complex environments is essential. Candidates should also understand technical and product requirements sufficiently to work effectively with engineering and technology organizations. The position requires demonstrated success building scalable programs and repeatable operating mechanisms rather than relying on market-specific manual solutions. Strong executive communication capability is important. The successful candidate should have experience writing strategy documents containing clear recommendations for senior audiences, particularly when available information is incomplete or the operating environment is ambiguous. Deep familiarity with international customers, businesses, and cultural differences across multiple geographies is highly relevant. Previous responsibility for markets such as MENA, Latin America, Europe, or South Asia is advantageous. Experience directly owning technology products is preferred. Fluency in English is required, while Arabic, Spanish, French, or another international language would provide additional value.

Skills Set

• Product strategy
• Customer experience strategy
• International customer experience
• Product roadmap ownership
• Product management
• Program management
• Customer journey analysis
• Customer friction analysis
• Root cause identification
• CX measurement frameworks
• Customer harm measurement
• Product requirements
• Feature prioritization
• Product tradeoff analysis
• Self-service product strategy
• Customer Service technology
• Concessions strategy
• Returns and refunds
• Policy impact analysis
• Customer insights
• Scalable process design
• Program standardization
• Process improvement
• Multi-market product strategy
• International marketplace operations
• Executive strategy writing
• VP and SVP stakeholder management
• Cross-functional leadership
• Technology partnership
• Product and engineering collaboration
• Metrics development
• Data-driven decision making
• Roadmap planning
• Executive presentations
• Organizational influence
• English communication
• International market knowledge

Why Join Us

This position offers the opportunity to shape customer experience across some of Amazon 's largest and most diverse international markets rather than focusing on a single country or customer journey. Decisions made in the role can influence products, policies, service mechanisms, and technology used by millions of customers. The Principal will work at the intersection of customer insight, product strategy, technology, policy, and executive decision-making. The scale of the mandate provides significant scope to create reusable solutions, influence global roadmaps, and develop deeper expertise in international digital customer experience leadership.

About the Company

Souq.com FZ LLC operates as part of Amazon 's Middle East business and supports Amazon 's broader regional e-commerce and technology activities. Amazon serves customers across international marketplaces through interconnected retail, marketplace, technology, logistics, and Customer Service capabilities, with continued investment in scalable products and processes designed to improve customer experience across diverse markets.