Product Manager - Customer Experience Improvement and Emerging Stores

Amazon UAE; Dubai; On-site; AED 240,000 - 420,000; Full time

Job summary

Q-Express Documents Transport seeks an experienced Product Manager to enhance Amazon Customer Service's Customer Experience Improvement and Emerging Stores in Dubai. The role focuses on identifying friction points, developing strategic product roadmaps, and delivering technology-driven improvements that reduce customer effort across journeys.

The ideal candidate will analyze friction data, translate insights into initiatives, and collaborate with engineering, analytics, and business stakeholders

Qualifications

• Experience in product management with focus on customer experience and journey improvements.
• Ability to analyze customer friction data and translate insights into roadmaps.
• Strong cross-functional collaboration with tech, ops, and business stakeholders.

Responsibilities

• Develop product strategies to improve customer experience across Emerging Stores.
• Own and drive the roadmap for customer experience initiatives.
• Analyze friction data to identify recurring issues and prioritize improvements.
• Coordinate with product, tech, and operations teams to implement solutions.
• Monitor delivery progress and ensure initiatives drive measurable customer improvements.

Skills

Product management

Data analysis

Stakeholder management

Strategic thinking

User journey

Team collaboration

Job description

Product Manager - Customer Experience Improvement and Emerging Stores Job Snapshot

Role: Product Manager - Customer Experience Improvement and Emerging Stores - Location: Dubai, United Arab Emirates - Industry: Internet - Function: Product Management - Experience: 5 years - Job Type: Full Time - Work Arrangement: On-site

Position Overview Q-Express Documents Transport is seeking an experienced Product Manager to support Amazon Customer Service 's Customer Experience Improvement organization and its Emerging Stores team in Dubai, United Arab Emirates. The role focuses on identifying customer experience challenges, developing product strategies, and delivering technology-driven improvements that reduce friction throughout the customer journey. Working alongside product managers, program managers, business analysts, technology teams, and senior business stakeholders, the successful candidate will help define and execute strategic initiatives that improve customer satisfaction and service effectiveness. The position involves analyzing customer friction data, identifying systemic defects, developing product roadmaps, and coordinating cross-functional improvements that address both immediate customer issues and long-term operational challenges. The Product Manager will also contribute to the development of scalable mechanisms, performance dashboards, preventive processes, and customer experience metrics that support sustainable improvements. This opportunity requires strong product management experience, analytical thinking, technical understanding, strategic judgment, and the ability to influence decisions across multiple organizations.

Job Details - Country: United Arab Emirates - City: Dubai - Industry: Internet - Function: Product Management - Salary: Not disclosed - Gender: No Preference - Candidate Nationality: Not specified - Job Type: Full Time - Work Arrangement: On-site

Key Responsibilities

Customer Experience Product Strategy

• Develop product strategies focused on improving customer experience across Emerging Stores.
• Identify significant sources of customer friction throughout the customer journey.
• Evaluate customer needs and operational challenges to determine improvement priorities.
• Translate customer experience insights into actionable product and program initiatives.
• Support the definition of long-term solutions that address recurring customer problems.
• Balance immediate customer experience concerns with strategic improvement objectives.
• Coordinate with relevant stakeholders to align product priorities with organizational goals.
• Drive measurable improvements in customer experience through effective product strategy.

Product Roadmap Ownership

• Own and drive the roadmap for Emerging Stores customer experience initiatives.
• Define strategic product priorities based on customer impact and business requirements.
• Evaluate potential improvements and determine appropriate sequencing of initiatives.
• Coordinate roadmap planning with product, technology, and operational stakeholders.
• Assess dependencies, risks, and resource considerations affecting delivery.
• Support decisions involving product features, implementation priorities, and tradeoffs.
• Monitor progress against established roadmap objectives.
• Adapt product priorities when emerging customer issues require immediate attention.

Customer Friction Analysis

• Analyze customer friction data to identify recurring service issues and improvement opportunities.
• Investigate complex problems affecting multiple stages of the customer journey.
• Trace customer experience defects to their underlying sources.
• Evaluate available information to understand the scale and impact of identified problems.
• Identify systemic issues requiring upstream or downstream corrective action.
• Develop evidence-based recommendations for product and process improvements.
• Prioritize opportunities according to customer impact and organizational objectives.
• Support sustainable defect elimination through structured analysis and problem-solving.

Customer Journey Improvement

• Evaluate customer interactions across relevant products, services, and support channels.
• Identify points where customers experience unnecessary complexity, delays, or service difficulties.
• Work with relevant teams to understand the causes of customer dissatisfaction.
• Develop improvement initiatives addressing customer journey weaknesses.
• Coordinate product and operational changes that reduce recurring customer friction.
• Advocate for customer needs during product, design, and operational discussions.
• Assess the effectiveness of implemented improvements using relevant customer experience metrics.
• Support a more convenient, reliable, and effective customer service experience.

Product Development and Delivery

• Drive end-to-end delivery of customer experience product initiatives.
• Collaborate with technology teams to develop solutions addressing identified customer needs.
• Translate complex business problems into clear product requirements.
• Support product feature definition and delivery decisions.
• Evaluate implementation tradeoffs involving customer impact, technical considerations, and business priorities.
• Coordinate with relevant stakeholders throughout product development activities.
• Monitor delivery progress and address challenges affecting implementation.
• Ensure product initiatives remain focused on measurable customer experience improvements.

Technology Solutions and Innovation

• Partner with product and technology teams within and outside Amazon Customer Service.
• Identify opportunities to use technology to address complex customer experience challenges.
• Evaluate technical solutions that improve service effectiveness and operational efficiency.
• Collaborate with engineering stakeholders to align technical approaches with customer needs.
• Support innovation initiatives capable of transforming customer service experiences.
• Communicate complex technical considerations clearly to business stakeholders.
• Contribute to technology-related product decisions and implementation priorities.
• Promote scalable solutions that support long-term customer experience improvement.

Artificial Intelligence and Customer Experience

• Develop an understanding of how artificial intelligence is influencing customer experience product architectures.
• Evaluate opportunities to apply AI within product development and customer workflows.
• Explore AI-enabled approaches that support faster learning and improvement cycles.
• Identify opportunities to accelerate product development through appropriate AI applications.
• Consider how AI can support better decision-making and operational insights.
• Collaborate with relevant teams to assess innovative AI-driven customer experience solutions.
• Support the responsible integration of relevant AI capabilities into improvement initiatives.
• Contribute to innovation efforts that improve customer