CX Product Manager, Shopping Experience

Amazon Inc.; São Paulo; On-site; BRL 180,000 - 240,000; Full time

Job summary

Amazon.com.br is seeking a Customer Experience Product Manager for the Brazil Shopping Experience (ShopEx) to own core shopping experiences that help Brazilian customers discover, evaluate, and buy products. You will drive authentication flows, GenAI customer-facing features, and category experiences, advocating for local needs in global decisions.

You will collaborate with central teams, craft PR/FAQs and BRDs, and steer the roadmap with leadership.

Qualifications

• Experience managing technical products or online services.
• Led cross-functional product teams to deliver major initiatives.
• Fluent in English (speaking, reading, writing).
• Experience as a product manager or product owner.

Responsibilities

• Advocate for Brazilian customers and align global solutions with local context.
• Prioritize investments balancing development effort, customer benefit, and business impact.
• Write PR/FAQs and BRDs to capture cross-functional requirements and customer problems.
• Drive the product roadmap and lead prioritization discussions with senior leaders.
• Influence central/global product teams to reflect Brazil's local peculiarities.
• Monitor experiment metrics and adjust strategies to reach desired outcomes.
• Track customer journey metrics and quickly identify issues needing attention.
• Refine requirements with central PMs and SDEs for timely delivery.
• Drive product adoption post-launch and iterate based on performance.

Skills

Technical product management

Cross-functional leadership

English fluency

Product ownership

Job description

Are you passionate about championing the voice of Brazilian customers and ensuring they get the best possible shopping experience? Do you want to build GenAI-powered features and solve complex customer problems in one of Amazon's fastest-growing marketplaces?

The Brazil Shopping Experience (ShopEx) team is looking for a Customer Experience Product Manager to own core shopping experiences that directly impact how Brazilian customers discover, evaluate, and purchase products on Amazon.com.br. You will drive the product roadmap for authentication flows, Generative AI customer-facing features, and category-specific experiences.

This role is, above all, about customer advocacy. You will be the voice of the Brazilian customer when working with central/global product teams, ensuring that local needs, behaviors, and market specificities are reflected in every product decision. You will need strong communication skills, a collaborative mindset, and the backbone to push back when global solutions don't serve Brazilian customers well.

Key job responsibilities

• Be the advocate for Brazilian customers. Put yourself in their shoes, understand their unique needs and behaviors, and ensure the best possible experience is launched in Brazil. Never stop looking for ways to improve their journey.
• Prioritize product investments by balancing development effort, customer benefit, and business impact.
• Write PR/FAQs and BRDs that capture cross-functional requirements (Tax, Accounting, Legal, Operations, Business) and clearly articulate the customer problem and proposed solution.
• Drive the product roadmap and lead prioritization discussions with senior leaders, ensuring alignment on goals and trade-offs.
• Influence central/global product teams through strong communication, collaboration, and conviction. Make them understand Brazil's local peculiarities and hold the bar to ensure those specificities are reflected in the product.
• Monitor experiment metrics closely to ensure results are trending in the expected direction. When they are not, proactively propose new approaches to reach the desired outcome.
• Track customer journey metrics to ensure we are serving our customers well and quickly identify anything that is broken and needs urgent attention.
• Refine requirements during development, partnering with central PMs and, when needed, SDEs to ensure successful delivery within planned timelines.
• Drive product adoption post-launch by monitoring performance, identifying friction points, and iterating quickly.

A day in the life

You start by reviewing customer journey metrics and experiment results for your product areas, making sure nothing is broken and everything is trending as expected. You discuss priorities and trade-offs with central/global product teams, advocating for Brazilian customer needs and pushing back when global solutions miss local context. You connect with cross-functional partners (Tax, Legal, Operations, Business) to unblock dependencies and keep launches on track. You write or refine requirements for new experiments, follow up on project status with central PMs and SDEs, and analyze results to make informed launch decisions. When experiments don't deliver the expected outcome, you come to the table with new ideas and a clear plan to get there. The ideal candidate is a self-starter who thrives in ambiguity, never tires of improving the customer experience, and has the backbone to influence across teams. Strong communication skills and the ability to influence without authority are essential to your success.

Basic Qualifications

• Experience managing technical products or online services
• Experience in product, program, or project management in leading cross-functional teams in delivery of major new products or services
• Speak, write, and read fluently in English
• Experience as a product manager or owner

Preferred Qualifications

• Experience building and analyzing cost/benefit scenarios and business cases and communicating results throughout the organization

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Veterans, military spouses, and people with disabilities are encouraged to apply.