Senior Product Manager - Customer Experience
Amazon UAE
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Job summary
Amazon UAE is seeking a Senior Product Manager for Customer Experience to lead strategic initiatives across the Dubai/MENA region. You will own roadmaps, analyze customer friction, and work with cross-functional teams to deliver scalable improvements that enhance service quality and satisfaction.
The role focuses on transforming customer journeys through data-driven decisions, AI-enabled enhancements, and close collaboration with engineering, product, and operations teams.
Qualifications
- Bachelor's degree or equivalent qualification.
- Minimum 5 years of experience in product management, program management, product marketing, business development or technology.
- Proven experience owning product roadmap strategy and definition.
- Demonstrated experience delivering products from concept through implementation.
- Experience owning technology products or technology-enabled services.
Responsibilities
- Lead customer experience initiatives across the MENA region and prioritize opportunities based on customer impact.
- Own and develop the roadmap for strategic customer experience improvement programs.
- Analyze customer friction data to identify systemic problems affecting large customer segments.
- Trace customer-facing defects back to their operational, process or technology source.
- Build evidence-based business cases for product and service improvements.
Skills
Education
Job description
Senior Product Manager - Customer Experience Job Snapshot Role: Senior Product Manager - Customer Experience Location: Dubai, United Arab Emirates Industry: Internet Function: Product Management Experience: Minimum 5 years Job Type: Full-time
Position Overview Senior Product Manager - Customer Experience in Dubai, United Arab Emirates is an Internet opportunity focused on improving customer journeys, eliminating service friction and shaping high-impact product initiatives across the MENA region. Amazon is hiring an experienced product leader to own customer experience roadmaps, analyze complex customer pain points, influence technology priorities and deliver scalable solutions that improve service quality, efficiency and customer satisfaction.
Job Details Country: United Arab Emirates City: Dubai Industry: Internet Function: Product Management Salary: 28000-40000 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 Senior Product Manager works within Amazon 's MENA Customer Experience Improvement organization to identify the root causes of customer friction and convert those insights into long-term product and program improvements. The role combines product strategy, customer analytics, stakeholder influence and technology delivery to address issues affecting multiple stages of the customer journey. By creating scalable mechanisms, measurable standards and stronger upstream controls, the position helps improve customer experience while reducing recurring service defects.
- Lead customer experience initiatives across the MENA region and prioritize opportunities based on customer impact.
- Own and develop the roadmap for strategic customer experience improvement programs.
- Analyze customer friction data to identify systemic problems affecting large customer segments.
- Trace customer-facing defects back to their operational, process or technology source.
- Build evidence-based business cases for product and service improvements.
- Define long-term solutions for complex issues spanning multiple parts of the customer journey.
- Work across Customer Service, product, technology and operational teams to drive sustainable improvements.
- Partner with engineering and product teams on technology solutions that improve service experience.
- Influence product priorities where customer experience issues require upstream changes.
- Establish scalable processes for detecting and eliminating recurring customer defects.
- Develop dashboards and analytical tools that demonstrate customer impact and improvement progress.
- Design mechanisms that identify issues before they reach customers.
- Define meaningful metrics and performance measures that maintain focus on customer experience outcomes.
- Balance strategic roadmap development with urgent customer issues requiring immediate intervention.
- Identify visible and emerging risks associated with complex customer journeys.
- Translate technically complex issues into clear recommendations for senior stakeholders.
- Build alignment across teams with different priorities and responsibilities.
- Determine where organizational resources can generate the strongest customer experience improvements.
- Remove execution bottlenecks and help teams maintain progress against agreed priorities.
- Create repeatable best practices that improve customer experience management across organizations.
- Advocate for customer needs during product, design, technology and operational decisions.
- Apply data-driven approaches to surface customer pain points and trigger corrective action.
- Evaluate how artificial intelligence can improve customer experience architecture, development and workflows.
- Use AI-enabled approaches to accelerate learning, analysis and product development where appropriate.
- Explore new forms of customer experience innovation supported by emerging technologies.
- Influence strategic direction across internal teams, vendors and business partners.
- Work with senior leaders to prioritize systemic customer experience problems.
- Produce clear written narratives that explain problems, customer impact and recommended solutions.
- Present analytical findings and product recommendations to leadership and cross-functional stakeholders.
- Deliver measurable customer experience outcomes aligned with organizational objectives.
- Bachelor 's degree or equivalent qualification.
- Minimum 5 years of experience in product management, program management, product marketing, business development or technology.
- Proven experience owning product roadmap strategy and definition.
- Demonstrated experience delivering products from concept through implementation.
- Experience making product feature decisions and managing delivery trade-offs.
- Previous experience working as a product manager or product owner.
- Experience owning technology products or technology-enabled services.
- Strong ability to analyze complex customer problems and convert findings into practical solutions.
- Proven capability to influence senior leadership using data-driven insights.
- Experience working across multiple functional teams and senior stakeholder groups.
- Strong strategic judgment with the ability to balance long-term priorities and immediate operational needs.
- Ability to communicate technical and analytical concepts clearly to non-technical stakeholders.
- Strong customer focus with the ability to translate customer needs into measurable product improvements.
- Comfortable managing ambiguity, competing priorities and complex organizational dependencies.
- Understanding of how AI and emerging technologies can influence customer experience products and workflows is advantageous.
- Product Management
- Customer experience strategy
- Product roadmap development
- Customer journey analysis
- Customer friction analysis
- Product strategy
- End-to-end product delivery
- Technology product management
- Customer experience improvement
- Voice of customer analysis
- Root cause analysis
- Defect elimination
- Product analytics
- Data-driven decision-making
- Dashboard development
- Customer experience metrics
- Product prioritization
- Feature delivery
- Product trade-off analysis
- Cross-functional leadership
- Stakeholder management
- Senior leadership influence
- Technology integration
- Process improvement
- Customer service innovation
- AI-enabled customer experience
- Product architecture
- Strategic planning
- Business case development
- Risk identification
- Operational improvement
- Organizational change
- Executive communication
- Written narratives
- MENA customer experience
This position offers experienced product professionals the opportunity to influence customer experience across a large and diverse MENA customer base. The role combines product ownership, technology, analytics and organizational change while providing direct exposure to complex customer journeys and senior decision-makers. It is particularly suited to professionals who want to build scalable customer experience solutions, apply emerging AI capabilities and strengthen their leadership profile within the Internet sector.
Amazon is a global technology and commerce company operating across e-commerce, cloud computing, logistics, digital services and customer support. Its MENA Customer Service and Customer Experience teams use product development, data analysis and technology innovation to identify customer pain points, improve service journeys and deliver faster, more reliable support across regional markets.
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