EU Sr. Product Manager, Customer Experience Improvement

Amazon Inc.; Greater London; Sur place; GBP 100 000 - 140 000; Plein temps

Résumé du poste

Amazon UK Services Ltd. is seeking a customer-obsessed product leader to join the EU Customer Experience Improvement team.

You will own the roadmap for EU strategic initiatives, partnering with program managers, product managers, business analysts, and BI engineers to reduce friction and improve CX across the customer journey. The role requires translating diverse inputs into a clear long-term vision, building dashboards, and influencing senior stakeholders to deliver measurable outcomes.

Qualifications

• Experience owning/driving roadmap strategy and definition.
• Experience with end-to-end product delivery and feature tradeoffs.
• Experience as a product manager or owner and owning tech products.
• Experience with product cycles of 6+ months.

Responsabilités

• Lead customer experience workstreams by identifying and eliminating sources of friction.
• Create scalable cross-functional mechanisms and drive organizational change.
• Establish data-driven approaches to detect issues and drive upstream action.
• Influence strategic direction and priorities with senior leaders.
• Write and present clear narratives to drive alignment and decision-making.

Connaissances

Roadmap strategy

End-to-end product delivery

Product lifecycle management

Stakeholder alignment

Data-driven decision making

Communication with senior leadership

Cross-functional collaboration

Problem solving

Formation

Bachelor's degree or equivalent

Description du poste

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.

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 a customer-obsessed product leader to join us in the EU Customer Experience Improvement org within Customer Service. You will be a part of the EU team of program managers, product managers, business analysts, and business intelligence engineers 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 EU 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.
This Is The Right Role For You If

• You can handle significantly complex problems and efforts, with the ability to see both visible and not-yet-visible risks.
• You excel at taking complex technical problems and explaining them clearly to drive consensus among stakeholders.
• You can work strategically to determine where resources are best applied while actively working to remove bottlenecks.
• You create scalable mechanisms and best practices while effectively influencing and force multiplying across organizations.
• You have deep customer obsession and can translate that into measurable improvements in customer experience.
  

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.
• Coach and develop high-performing teams while creating leadership opportunities.
  

Basic Qualifications

• 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
• Experience with product cycles of 6+ months
• Experience in product or program management, product marketing, business development or technology
  

Preferred Qualifications

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

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Company - Amazon UK Services Ltd.
Job ID: A10411403