Location
London

Hours
Full Time

Salary
Competitive, commensurate with experience

About the Role
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 every time. We are seeking a customer-obsessed Senior Program Manager to join the EU Customer Experience Improvement organization within Customer Service. You will be part of a diverse team of program managers, product managers, business analysts, and business intelligence engineers who analyze customer friction points, trace them to their source, and drive upstream and downstream product and programmatic improvements to enhance customer experience (CX). You and your team will own the roadmap of EU strategic initiatives while also responding to emerging issues requiring immediate attention.

Key responsibilities include driving the expansion and management of a strategic Pan-EU roadmap with innovative customer solutions tailored to country-specific market dynamics and expectations; defining focus areas supported by analysis; developing solutions; identifying owners; setting delivery timelines; and ensuring programs stay on track across EU marketplaces. You will proactively identify and resolve issues impacting customer experience, including defects that increase customer contacts and concessions, and may hinder the team’s ability to meet strategic, product, and technical goals.

You will actively build relationships across Amazon teams—including EU Retail, Transportation, Supply Chain, AMZL, Product, Finance, Legal, and Engineering—to deliver on your roadmap. Operating autonomously, you will drive programs end-to-end, including business goals, technical solutions, and contact reduction initiatives to improve CX at scale across the EU. Clear and concise communication with business and technology teams, adapting to multi-country stakeholders and senior EU leadership forums, is essential. You will present well-reasoned, data-driven proposals in verbal and written form, including documents for EU VP-level leadership reviews.

A typical day involves leading CX workstreams by identifying and eliminating friction sources, creating scalable mechanisms to work across cross-functional teams, establishing data-driven approaches to detect issues and surface customer pain points, and driving upstream action. You will understand how AI is reshaping CX product architectures and workflows, applying AI to accelerate development, improve decision-making, and unlock innovation. You will influence strategic direction, customer adoption decisions, engineering and business approaches, vendors, partners, and organizational priorities. Advocating for customers in product, design, and operational decisions across organizations is a key part of your role. You will deliver measurable outcomes aligned with organizational goals, write and present clear narratives to drive alignment and decision-making, and coach and develop high-performing teams while creating leadership opportunities.

Experience
Proven experience using data and metrics to identify and drive improvements. Demonstrated ownership of program strategy, end-to-end delivery, and communication of results to senior leadership. Strong background in program or project management. Native or fluent Spanish speaker.

About you
Customer-obsessed with a passion for improving customer experience at scale. Skilled at building relationships across diverse teams and influencing senior leaders. Able to operate autonomously and manage complex, multi-stakeholder programs. Strong communicator with the ability to present data-driven proposals clearly and persuasively. Comfortable working in a fast-paced, dynamic environment and driving organizational change. Enthusiastic about leveraging AI and data-driven approaches to innovate and solve problems.

Qualifications
Preferred experience leading process improvements. Relevant program management certifications or equivalent experience is advantageous.