Sr. Product Manager, Emerging Stores CX

DESCRIPTIONAmazon 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 an experienced customer-obsessed product leader to join us in the Customer Experience Improvement org within Customer Service. You will be a part of the Emerging Stores team of product managers, program managers and business analysts 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 Emerging Stores CX strategic initiatives while also responding to emerging issues that need immediate attention.Key job responsibilitiesThe 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.