Principal, International Customer Experience

About the Role

Join us in shaping the future of global customer experience at Amazon. Each year, millions of customers shopping across our worldwide platforms—from Dubai to São Paulo, Warsaw to Bangalore—encounter challenges that fall short of Amazon's promises. Our Customer Experience Improvement (CXI) organization is dedicated to understanding the root causes of these issues and driving impactful product, policy, and partnership solutions that enhance experiences internationally.

We seek a customer-centric senior product leader to serve as Principal within the CXI team under Customer Service. This role involves investigating customer difficulties across all Amazon international marketplaces including the EU, India, MENA, LATAM, AU/ZA, and emerging markets. You will develop scalable frameworks and measurement methods, empowering regional teams and influencing senior leadership to achieve lasting improvements for customers worldwide.

Key Responsibilities

• Proactively identify and eliminate obstacles causing poor customer experiences across international stores
• Create frameworks and mental models that enable scalable solutions addressing customer experience gaps, amplifying regional team efforts
• Author strategic product documents guiding alignment and investment decisions at VP and SVP levels
• Develop and manage metrics frameworks to measure international customer experience, including novel approaches capturing harms beyond traditional contact metrics and quantifying impacts of policy decisions
• Utilize data-driven methods to surface customer pain points from various channels and advocate for upstream actions across teams
• Collaborate with product and technology partners to translate customer insights into scalable product requirements and solutions
• Work closely with internal customer service teams on product, quality, and technology roadmaps to embed international customer needs across self-service, associate service, and concessions
• Coordinate with central CXI teams to integrate international perspectives into global initiatives, ensuring relevance for diverse international markets
• Lead VP-level engagements across international markets, setting shared customer experience goals and accountability
• Represent international customer interests in product design and operational decisions across departments
• Deliver measurable outcomes aligned with organizational objectives
• Craft and present concise narratives to senior leadership to drive consensus and decision-making

Basic Qualifications

• Master's degree
• Proven experience in defining and owning product roadmap strategy
• Track record delivering product features with effective tradeoff management
• 10+ years blending product and program management to execute strategic initiatives involving process creation, standardization, and improvements
• Ability to understand product and technical requirements and collaborate effectively with product and technology teams
• Experience designing scalable programs and repeatable processes using diverse tools and methodologies to enhance efficiency
• Skilled in authoring strategic documents for executive audiences in ambiguous situations
• Proven ability to influence senior stakeholders
• Strong English communication skills, written and verbal
• Experience managing product strategies across complex, multi-market environments
• Deep understanding of international customers, business dynamics, and cultures spanning multiple regions

Preferred Qualifications

• Experience managing technology products
• Prior work involvement covering or based in MENA, LATAM, EU, or South Asia regions
• Proficiency in additional languages such as Arabic, Spanish, or French is advantageous

Inclusion and Accessibility

We foster an inclusive culture enabling employees to deliver exceptional customer results. If you require workplace accommodations during application, interviews, or onboarding, support is available through internal resources.

Additional Information

Company: Souq.com FZ LLC
Job ID: A10528574