Sr. Product Manager, AU CX Improvements, Amazon Customer Service, AU Customer Experience Improvement
Amazon•Published 3 hours ago•First seen 1 hours ago
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 with us, each and every time.
We are looking for an experienced customer-obsessed product leader to join us in the Australia Customer Experience Improvement org within Customer Service. You will be a part of the AU 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 along with the team will own the roadmap of AU strategic initiatives while also responding to emerging issues that need immediate attention.
The 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.
You will partner on product and technology solutions within and outside the Amazon Customer Service org to drive high impact innovation and improvements that can transform the service experience we offer to our customers.
You will create mechanisms that make defect elimination sustainable. This includes building dashboards and tools that show customer impact, designing processes that catch problems before they reach customers, and establishing metrics that keep everyone focused on goals. You will be regularly working at both tactical and strategic levels to deliver results.
This is the right role for you if:
There are also a great range of benefits that make Amazon a great place to work, including our popular Dogs At Work program which has been proven to lower stress and boost morale and is now running successfully in our corporate offices around Australia.
Our commuter benefits scheme allows employees to save on the cost of getting to and from work while Amazon also offers subsidized health insurance for employees and their dependents on top of salary continuance (income protection), and life insurance.
Amazon has all kinds of jobs for all kinds of people, and prides itself on hiring individuals with all types of background and experiences and celebrates diversity of leadership and thought as a key component in its mission to create the most customer-centric company in the world.
This position requires full-time in-office presence 5 days per week at our CBD location.
Key job responsibilities
As a Senior Product Manager focused on customer experience improvements, you'll spend your days diving deep into customer friction data to uncover the biggest opportunities for impact. You might start by analyzing patterns across multiple customer segments to identify systemic issues, then collaborate with engineering, design, and operations teams to build the business case for solutions. You'll present findings to senior leaders, using clear narratives and data-driven insights to drive alignment on priorities. Throughout the week, you'll work on both immediate emerging issues requiring quick attention and longer-term strategic initiatives that reshape how we support customers. You'll also design sustainable mechanisms—dashboards, processes, and metrics—that keep teams focused on continuous improvement and defect elimination.
About the team
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 with us, each and every time.
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.
IDE statement:
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
We are looking for an experienced customer-obsessed product leader to join us in the Australia Customer Experience Improvement org within Customer Service. You will be a part of the AU 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 along with the team will own the roadmap of AU strategic initiatives while also responding to emerging issues that need immediate attention.
The 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.
You will partner on product and technology solutions within and outside the Amazon Customer Service org to drive high impact innovation and improvements that can transform the service experience we offer to our customers.
You will create mechanisms that make defect elimination sustainable. This includes building dashboards and tools that show customer impact, designing processes that catch problems before they reach customers, and establishing metrics that keep everyone focused on goals. You will be regularly working at both tactical and strategic levels to deliver results.
This is the right role for you if:
- You can handle significantly complex problems and efforts, with the ability to see both visible and not-yet-visible risks.
- You excel at taking complex technical problems and explaining them clearly to drive consensus among stakeholders.
- You can work strategically to determine where resources are best applied while actively working to remove bottlenecks.
- You create scalable mechanisms and best practices while effectively influencing and force multiplying across organizations.
- You have deep customer obsession and can translate that into measurable improvements in customer experience.
There are also a great range of benefits that make Amazon a great place to work, including our popular Dogs At Work program which has been proven to lower stress and boost morale and is now running successfully in our corporate offices around Australia.
Our commuter benefits scheme allows employees to save on the cost of getting to and from work while Amazon also offers subsidized health insurance for employees and their dependents on top of salary continuance (income protection), and life insurance.
Amazon has all kinds of jobs for all kinds of people, and prides itself on hiring individuals with all types of background and experiences and celebrates diversity of leadership and thought as a key component in its mission to create the most customer-centric company in the world.
This position requires full-time in-office presence 5 days per week at our CBD location.
Key job responsibilities
- Lead customer experience workstreams by proactively identifying and eliminating 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 across organizations.
- Understand how AI is reshaping CX product architectures, product development and customer workflows; apply AI to enable faster learning cycles, accelerate development, make better decisions and unlock new forms of innovation
- Influence strategic direction, customer adoption decisions, engineering and business approach (internally and externally if applicable), vendors, partners, and organization priorities.
- Influence senior leaders to prioritize and address systemic customer experience issues through high-quality analytics and communication.
- Advocate for customers in product, design, and operational decisions across organizations.
- Deliver measurable outcomes aligned with organizational goals.
- Write and present clear narratives to drive alignment and decision-making.
- Engage in sharing learnings with team members through active engagement.
As a Senior Product Manager focused on customer experience improvements, you'll spend your days diving deep into customer friction data to uncover the biggest opportunities for impact. You might start by analyzing patterns across multiple customer segments to identify systemic issues, then collaborate with engineering, design, and operations teams to build the business case for solutions. You'll present findings to senior leaders, using clear narratives and data-driven insights to drive alignment on priorities. Throughout the week, you'll work on both immediate emerging issues requiring quick attention and longer-term strategic initiatives that reshape how we support customers. You'll also design sustainable mechanisms—dashboards, processes, and metrics—that keep teams focused on continuous improvement and defect elimination.
About the team
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 with us, each and every time.
Basic Qualifications
- 5+ years of product or program management, product marketing, business development or technology experience
- Bachelor's degree or equivalent
- Experience owning/driving roadmap strategy and definition
- Experience with end to end product delivery
- Experience with feature delivery and tradeoffs of a product
- Experience as a product manager or owner
- Experience owning technology products
- Experience with product cycles of 6+ months
Preferred Qualifications
- Experience working across functional teams and senior stakeholders
- Experience in influencing senior leadership through data driven insights
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.
IDE statement:
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.