Location
London

Hours
Full Time

Salary
Competitive salary commensurate with experience

About the Role
Amazon Customer Service (CS) is a large global organization dedicated to delivering fast, convenient, and helpful support to customers. We are seeking a customer-obsessed product leader to join the EU Customer Experience Improvement team within Customer Service. You will work alongside program managers, product managers, business analysts, and business intelligence engineers to identify customer friction points, trace them to their root causes, and drive product and programmatic improvements that enhance the customer experience.

In this role, you will own the roadmap for EU strategic initiatives while responding to emerging issues requiring immediate attention. You will analyze complex customer friction data to identify key opportunities and build compelling cases for improvements across multiple parts of the customer journey. Collaborating across organizations and leadership, you will influence priorities and partner on product and technology solutions to drive high-impact innovation.

You will create sustainable mechanisms for defect elimination, including dashboards and tools that demonstrate customer impact, processes that detect issues before they affect customers, and metrics that maintain focus on goals. This role requires working at both tactical and strategic levels to deliver measurable results that transform the service experience for our customers.

Experience
- Proven experience owning and driving roadmap strategy and definition
- Experience with end-to-end product delivery and feature tradeoffs
- Background as a product manager or product owner
- Experience managing technology products with product cycles of 6+ months
- Experience in product or program management, product marketing, business development, or technology

About you
- Ability to handle significantly complex problems and identify visible and latent risks
- Skilled at explaining complex technical problems clearly to drive consensus among stakeholders
- Strategic thinker who can prioritize resource allocation and remove bottlenecks
- Proven ability to create scalable mechanisms and best practices while influencing across organizations
- Deep customer obsession with a track record of translating insights into measurable customer experience improvements
- Strong leadership skills with experience coaching and developing high-performing teams

Qualifications
- Bachelor's degree or equivalent
- Experience influencing senior leadership through data-driven insights
- Experience working across functional teams and senior stakeholders