Principal, International CX, Amazon Customer Service

Role overview

Key job responsibilities

• Identify and eliminate sources of customer friction across international stores.
• Build reusable frameworks and mental models for solving customer experience gaps at scale.
• Author strategy documents that support VP- and SVP-level alignment and investment decisions.
• Own the international customer experience metrics framework and develop new measurement approaches.
• Use data to surface customer pain points across human contacts, self-service, and customers who never reach Customer Service.
• Partner with Product and Technology teams to convert customer insights into product requirements and scalable solutions.
• Co-create international Customer Service roadmaps spanning self-service, associate service, and concessions.
• Embed international customer perspectives into centrally driven initiatives.
• Support VP-level engagements across markets and establish shared goals and accountability.
• Advocate for international customers in product, design, and operational decisions.
• Deliver measurable outcomes and present clear narratives to senior leadership.

Basic qualifications

• A master's degree is required.
• Experience owning or driving roadmap strategy and definition is required.
• Experience with product feature delivery and trade-offs is required.
• At least 10 years of experience blending product and program management skills for strategic process initiatives is required.
• Experience with product and technical requirements and Product or Technology teams is required.
• Experience building scalable programs and repeatable processes is required.
• Experience writing executive strategy documents with clear recommendations in ambiguity is required.
• Experience influencing senior-level stakeholders is required.
• English-language written and verbal communication skills are required.
• Experience owning product strategy across complex, multi-market environments is required.
• Strong understanding of international customers, businesses, and cultures across multiple geographies is required.

Preferred qualifications

• Experience owning technology products is preferred.
• Experience based in or covering MENA, LATAM, EU, or South Asia markets is preferred.
• Arabic, Spanish, French, or another non-English language is advantageous.