Product Manager, IN CX Improvements, Amazon Customer Service

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 a customer-obsessed product manager to join us in the IN (India) Customer Experience Improvement org within Customer Service. You will be a part of the India 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 will own and execute on key initiatives within the India CXI roadmap while also responding to emerging issues that need immediate attention.


Key job responsibilities
The role requires someone who can use strong analytical skills and good judgment to distill inputs from customer segments and stakeholders to identify opportunities and design effective solutions. You will spend your time analyzing customer friction data to identify improvement opportunities and building cases for changes. This means diving deep into complex problems where defects create friction across parts of the customer journey. You will work across teams and stakeholders to align on priorities and drive execution.
You will partner on product and technology solutions within and outside the Amazon Customer Service org to drive improvements that enhance the service experience we offer to our customers in India.
You will contribute to mechanisms that make defect elimination sustainable. This includes building and maintaining dashboards and tools that show customer impact, supporting processes that catch problems before they reach customers, and tracking metrics that keep the team focused on goals. You will balance tactical execution with contributing to broader strategic objectives.

This is the right role for you if:

- You can handle complex problems and drive them to resolution with guidance on ambiguous areas.
- You excel at taking technical problems and explaining them clearly to gain alignment among team members and stakeholders.
- You can prioritize effectively and manage multiple workstreams while escalating blockers appropriately.
- You build repeatable processes and contribute to best practices while collaborating effectively across teams.
- You have strong customer obsession and can translate that into measurable improvements in customer experience.

A day in the life
- Support customer experience workstreams by identifying and helping eliminate sources of friction.
- Build and maintain mechanisms to work with cross-functional teams and drive improvements.
- Use data-driven approaches to detect issues, surface customer pain points, and recommend actions to stakeholders.
- Understand how AI is reshaping CX product architectures and customer workflows; leverage AI tools to accelerate learning, improve productivity, and support better decision-making.
- Contribute to strategic direction and influence team-level priorities through strong analysis and clear communication.
- Present data and insights to managers and senior stakeholders to support prioritization of customer experience improvements.
- Advocate for customers in product, design, and operational decisions within your scope.
- Deliver measurable outcomes aligned with team and organizational goals.
- Write clear documents and narratives to support alignment and decision-making.
- Collaborate with team members and contribute to a high-performing team culture.

Basic Qualifications

- 3+ years of product management experience
- Experience managing technical products or online services
- Experience in product, program, or project management in leading cross-functional teams in delivery of major new products or services

Preferred Qualifications

- Knowledge of SQL and VBA at an advanced level
- Experience building and analyzing cost/benefit scenarios and business cases and communicating results throughout the organization

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