Senior Manager, IN CXI, Amazon Customer Service

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 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.

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.
• 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, leveraging various tools and methods to create scale and efficiency.
• Proficient in Amazon business mechanisms (OP1/2, WBRs, PRFAQs).

Additional Information

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Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.