Principal, International CX, Amazon Customer Service

Responsibilities

• Improve customer experience by proactively identifying and eliminating sources of friction across all international stores
• Build frameworks and mental models for solving CX gaps at scale
• Author product strategy documents for VP and SVP level alignment
• Define and own the metrics framework for international CX
• Establish data-driven approaches to surface customer pain points
• Partner with product and technology teams to translate insights into requirements
• Partner with internal CS teams to co-create roadmaps
• Work with central CXI teams to embed the international lens into global initiatives
• Partner on VP-level engagements across international markets
• Advocate for international customers in product, design, and operational decisions
• Deliver measurable outcomes aligned with organizational goals
• Write and present clear narratives to drive alignment and decision-making

Requirements

• Master's degree
• Experience owning/driving roadmap strategy and definition
• Experience with feature delivery and tradeoffs of a product
• 10+ years of blending product and program management skills
• Experience understanding product and technical requirements
• Experience building scalable programs and repeatable processes
• Experience writing strategy documents for executive audiences
• Experience working with and influencing senior level stakeholders
• Experience in English-language communication skills, both written and verbal
• Experience owning product strategy across complex, multi-market environments
• Strong understanding of international customers, businesses, and cultures

Preferred Qualifications

• Experience owning technology products
• Prior experience based in or covering MENA, LATAM, EU, or South Asia markets
• Proficiency in Arabic, Spanish, French, or other non-English languages is a plus