Sr. Product Manager, MENA CX Improvements, Amazon Customer Service

Amazon; Dubai; On-site; AED 450,000 - 750,000; Full time

Job summary

Amazon is seeking an experienced product leader for the MENA CX Improvement team. You will own the roadmap for strategic CX initiatives, analyze customer friction, and drive upstream and downstream improvements across multiple organizations.

You will partner on product and tech solutions to elevate the customer service experience. You will influence senior leadership, design scalable mechanisms, and apply data-driven approaches to detect issues and drive action across the organization.

Qualifications

• 5+ years of product or program management, product marketing, business development or technology experience.
• Experience owning/driving roadmap strategy and definition.
• Experience with end to end product delivery.
• Experience with feature delivery and tradeoffs of a product.
• Experience as a product manager or owner.
• Experience owning technology products.

Responsibilities

• Distill inputs from diverse customer segments and stakeholders to set a long-term vision and design scalable solutions.
• Analyze customer friction data and build cases for improvements across the journey.
• Collaborate with cross-functional teams to influence priorities and drive consensus.
• Create dashboards and processes to detect issues and measure impact on customer experience.
• Lead and communicate narratives to align leadership and teams on strategy and outcomes.

Skills

Product management

Roadmap strategy

End-to-end delivery

Data-driven decisions

Stakeholder influence

Education

Bachelor's degree or equivalent

Job description

Amazon Customer Service (CS) is a large and global organization, obsessed with taking care of our customers and delivering reliably fast, convenient, and helpful support when they need it. Whether customers interact with our self-serve solutions or CS Associates, we work hard to make sure they have a delightful experience with us, each and every time.

We are looking for an experienced customer-obsessed product leader to join us in the MENA Customer Experience Improvement org within Customer Service. You will be a part of the MENA team of product managers, program managers and business analysts who dig deep into customer friction, trace it back to its source, and drive upstream and downstream product and programmatic improvements to improve CX. You and your team will own the roadmap of MENA CX strategic initiatives while also responding to emerging issues that need immediate attention.

Key job responsibilities

The role requires someone who can use significant expertise and high judgment to distill diverse inputs from large customer segments and stakeholders to set a vision and design the right long-term solutions. You will spend your time analyzing customer friction data to identify the biggest opportunities and building compelling cases for improvements. This means diving deep into significantly complex problems where defects create friction across multiple parts of the customer journey. You will work across multiple organizations and leadership to influence and achieve consensus on priorities.

You will partner on product and technology solutions within and outside the Amazon Customer Service org to drive high impact innovation and improvements that can transform the service experience we offer to our customers.

You will create mechanisms that make defect elimination sustainable. This includes building dashboards and tools that show customer impact, designing processes that catch problems before they reach customers, and establishing metrics that keep everyone focused on goals. You will be regularly working at both tactical and strategic levels to deliver results.

A day in the life

• Lead customer experience workstreams by proactively identifying and eliminating sources of friction.
• Create scalable mechanisms to work across cross-functional teams and drive organizational change.
• Establish data-driven approaches to detect issues, surface customer pain points and drive upstream action across organizations.
• Understand how AI is reshaping CX product architectures, product development and customer workflows; apply AI to enable faster learning cycles, accelerate development, make better decisions and unlock new forms of innovation
• Influence strategic direction, customer adoption decisions, engineering and business approach (internally and externally if applicable), vendors, partners, and organization priorities.
• Influence senior leaders to prioritize and address systemic customer experience issues through high-quality analytics and communication.
• Advocate for 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.

Basic Qualifications:

• 5+ years of product or program management, product marketing, business development or technology experience
• Bachelor's degree or equivalent
• Experience owning/driving roadmap strategy and definition
• Experience with end to end product delivery
• Experience with feature delivery and tradeoffs of a product
• Experience as a product manager or owner
• Experience owning technology products

Preferred Qualifications:

• Experience in influencing senior leadership through data driven insights
• Experience working across functional teams and senior stakeholders

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