Senior Product Manager, AU Customer Experience (CX) Improvement
Core
Senior Product Manager leading customer experience (CX) improvement initiatives for Amazon's Australia Customer Service organization by identifying friction, driving upstream product changes, and building sustainable mechanisms for defect elimination.
Role type
Senior IC product manager (customer experience strategy)
Builds
Upstream product and programmatic improvements to the customer service experience for Amazon customers in Australia
Domain
E-commerce / Customer Service / Australia
Deliverable
product features
Required skills
roadmap strategy and definition, end-to-end product delivery, feature delivery and tradeoffs, cross-functional collaboration, influencing senior leadership, data-driven decision making, stakeholder management, strategic resource allocation, defect elimination, AI application in product workflows
Preferred skills
experience with technology products, experience with 6+ month product cycles, ability to translate complex technical problems for stakeholders
Technologies
AI tools for learning cycles and decision making
Responsibilities
Lead customer experience workstreams to proactively identify and eliminate sources of friction. Create scalable mechanisms to work across cross-functional teams and drive organizational change. Establish data-driven approaches to detect issues, surface customer pain points and drive upstream action. Understand how AI is reshaping CX product architectures and apply AI to enable faster learning cycles. Influence strategic direction, customer adoption decisions, engineering and business approach. Influence senior leaders to prioritize and address systemic customer experience issues. Advocate for customers in product, design, and operational decisions. Deliver measurable outcomes aligned with organizational goals.
Seniority
Senior, hands-on IC