Sr. Program Manager, Customer Experience Improvement

Drive the expansion and management of a strategic Pan-EU roadmap involving unique and innovative customer solutions, accounting for country-specific market dynamics and customer expectations.
- Define areas of focus/opportunity supported by analysis, develop solutions, identify owners, set delivery/completion dates, and set up mechanisms to ensure programs are on track across EU marketplaces.
- Proactively identify and resolve issues that affect customer experience across EU stores, including defects that drive customer contacts and concessions, and may impair the team's ability to meet strategic, product, and technical goals.
- Actively build relationships across Amazon teams - including EU Retail, Transportation, Supply Chain, AMZL, Product, Finance, Legal, and Engineering - to deliver on your roadmap.
- Operate autonomously; drive programs end-to-end including business goals, technical solutions, and contact reduction initiatives to improve customer experience at scale across EU.
- Communicate clear and concise expectations and requirements with business and technology teams, adapting communication to multi-country stakeholders and senior EU leadership forums.
- Present well-reasoned and data-driven proposals in both verbal and written form, including documents for EU VP-level leadership reviews.

A day in the life
- 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.
- Coach and develop high-performing teams while creating leadership opportunities.