Senior Manager - Customer Experience Improvement

Senior Manager, IN CXI, Amazon Customer Service

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 as the IN leader for the Customer Experience Improvement org within Customer Service. You will lead the IN 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. Your teams will own the roadmap of IN 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.
Your teams 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
Key Responsibilities

- Lead multiple teams to improve customer experience by proactively identifying and eliminating sources of friction.
- Own the CX improvement vision and create scalable mechanisms to drive organizational change.
- Establish data-driven approaches to surface customer pain points and drive upstream action across organizations.
- 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

- 12+ years of product or program management, product marketing, business development or technology experience
- Experience recruiting and developing high performing teams that deliver outsized results
- Experience owning/driving roadmap strategy and definition
- Exceptional written and verbal communication skills.
- Experience leading cross-functional teams and managing complex stakeholder environments.

Preferred Qualifications

- Experience owning feature delivery and tradeoffs of a product
- Experience working cross-functionally across marketing, product management, analytics, UX, and research
- Experience in a direct or matrixed role leading technical and non-technical transformation project teams with a proven ability to work across broad functional teams
- Experience building scalable programs and repeatable scalable processes, levering various tools and methods to create scale and efficiency
- Proficient in Amazon business mechanisms (OP1/2, WBRs, PRFAQs)

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.

Experience Level

Senior Level