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. We are looking for a customer-obsessed product leader to join us in the EU Customer Experience Improvement org within Customer Service. You will be a part of the EU team of program managers, product managers, business analysts, and business intelligence engineers 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 EU strategic initiatives while also responding to emerging issues that need immediate attention.You will spend your time analyzing customer friction data to identify the biggest opportunities and building compelling cases for improvements. 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 excel at taking complex technical problems and explaining them clearly to drive consensus among stakeholders.You have deep customer obsession and can translate that into measurable improvements in customer experience.A day in the lifeLead customer experience workstreams by proactively identifying and eliminating sources of friction.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 innovationInfluence 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.Basic QualificationsHigh school or equivalent diploma, or Bachelor's degreeExperience building and effectively executing a strategy from the ground up, including designing roadmaps to drive incremental progress towards long-term vision and goalsExperience in technical product or program managementSpeak, write, and read fluently in EnglishPreferred QualificationsExperience working with technical and business stakeholders from general cross-functional teamsExperience using data and metrics to influence senior leadership and drive organizational changeExperience managing the end-to-end product life cycle as a product managerSpeak, write, and read fluently in SpanishAmazon is an equal opportunities employer. Protecting your privacy and the security of your data is a longstanding top priority for Amazon.

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📌 Sr. Product Manager, Customer Experience Improvement (Madrid)
🏢 Amazon
📍 Madrid