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
- 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.
- Experience leading and interacting with cross‑functional teams.
- Experience in English‑language communication skills, both written and verbal.
- Strong local understanding of EU customers, business and cultures.
- Language proficiency in German and English.
Preferred Qualifications
- Experience owning feature delivery and tradeoffs of a product.
- Proficient in Amazon business mechanisms (OP1/2, WBRs, PRFAQs).
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build.
#J-18808-Ljbffr”, “datePosted”: “2026-05-20”, “hiringOrganization”: { “@type”: “Organization”, “name”: “Amazon.com, Inc”, “sameAs”: “https://uk.whatjobs.com/pub_api__cpl__437003333__4861?utm_campaign=publisher&utm_medium=api&utm_source=4861&geoID=33051” }, “jobLocation”: { “@type”: “Place”, “address”: { “@type”: “PostalAddress”, “addressLocality”: “City of Westminster” } } }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
- 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.
- Experience leading and interacting with cross‑functional teams.
- Experience in English‑language communication skills, both written and verbal.
- Strong local understanding of EU customers, business and cultures.
- Language proficiency in German and English.
Preferred Qualifications
- Experience owning feature delivery and tradeoffs of a product.
- Proficient in Amazon business mechanisms (OP1/2, WBRs, PRFAQs).
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build.
#J-18808-Ljbffr…