EU Sr. Product Manager, Customer Experience Improvement
Job ID: 10411403 | Amazon UK Services Ltd.
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
- 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.
- Analyze customer friction data to identify the biggest opportunities and build compelling cases for improvements.
- Dive deep into complex problems where defects create friction across multiple parts of the customer journey.
- Work across multiple organizations and leadership to influence and achieve consensus on priorities.
- Partner on product and technology solutions within and outside the Amazon Customer Service org to drive high‑impact innovation and improvements that transform the service experience.
- Create mechanisms that make defect elimination sustainable by building dashboards, designing processes, and establishing metrics that keep focus on customer impact.
- Operate at both tactical and strategic levels to deliver results.
Qualities You Need
- Handle significantly complex problems and efforts, with the ability to see both visible and not‑yet‑visible risks.
- Excel at taking complex technical problems and explaining them clearly to drive consensus among stakeholders.
- Work strategically to determine where resources are best applied while actively removing bottlenecks.
- Create scalable mechanisms and best practices while effectively influencing and force‑multiplying across organizations.
- 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 trade‑offs 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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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, please visit the accommodations page for more information. If the country/region you’re applying in isn’t listed, please contact your recruiting partner.
Posted: April 8, 2026 (Updated 10 days ago)
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