About
Come build the future of international customer experience with us. We are looking for a customer-obsessed senior product leader to join us as a Principal within the Customer Experience Improvement org (CXI) within Customer Service. You will dig deep into customer friction across all of the company's international stores — EU, India, MENA, LATAM, AU/ZA, and emerging markets — trace it back to its source, and drive upstream and downstream product improvements to improve customer experience (CX).
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Responsibilities
- Improve customer experience by proactively identifying and eliminating sources of friction across all international stores.
- Build frameworks and mental models for solving CX gaps at scale — creating reusable approaches that force-multiply the work of CXI's regional teams across markets.
- Author product strategy documents that drive alignment and investment decisions at VP and SVP level.
- Define and own the metrics framework for international CX, including developing new measurement approaches that capture customer harm beyond traditional contact-based metrics, and that quantify the impact of policy and enforcement decisions on genuine customers.
- Establish data-driven approaches to surface customer pain points across human contacts, self-service, and customers who never reach customer service, and drive upstream action across organizations.
- Partner with product and technology teams to translate customer insights into product requirements and scalable solutions.
- Partner with internal CS teams across product, quality of service, and technology to co-create the roadmap and plan for international stores, ensuring international customer needs are embedded in CS's product and tech priorities.
- Work with central CXI teams to embed the international lens into centrally-driven initiatives, ensuring that solutions designed at the global level reflect the realities of international customers and markets.
- Partner on VP-level engagements across international markets, establishing shared CX improvement goals and joint accountability for outcomes.
- Advocate for international 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 at senior leadership level.
