About the job
Come build the future of international customer experience with us. Every year, millions of customers across the company's global stores — from Dubai to São Paulo, Warsaw to Bangalore — experience moments where the company falls short. CXI's vision is to ensure every one of them — regardless of where they shop, what language they speak, or whether they ever contact us — gets an experience worthy of the company's promise. We do this by holding the most direct and comprehensive view of what's going wrong for customers, and driving the product, policy, and partnership changes that fix it at the root.
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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 CX. You will force-multiply the work of CXI's regional teams by building the frameworks, mental models, and measurement approaches they need to solve CX problems at scale — and influencing across organizations and senior leadership to drive systemic, durable change for international customers.
Key job 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 CS — 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 — spanning self-service, associate service, and concessions — ensuring international customer needs are embedded in CS's product and tech priorities
- Work with central CXI teams — including DXI and Returns and Refunds — 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
Basic Qualifications
- Master's degree
- Experience owning/driving roadmap strategy and definition
- Experience with feature delivery and tradeoffs of a product
- 10+ years of blending product and program management skills to execute strategic initiatives about process creation, standardization, and improvement experience
- Experience understanding product and technical requirements and interfacing with Product/Technology teams
- Experience building scalable programs and repeatable scalable processes, leveraging various tools and methods to create scale and efficiency
- Experience writing strategy documents for executive audiences with clear recommendations in the midst of ambiguity
- Experience working with and influencing senior-level stakeholders
- Experience in English-language communication skills, both written and verbal
- Experience owning product strategy across complex, multi-market environments
- Strong understanding of international customers, businesses, and cultures across multiple geographies
Preferred Qualifications
- Experience owning technology products
- Prior experience based in or covering MENA, LATAM, EU, or South Asia markets
- Proficiency in Arabic, Spanish, French, or other non-English languages is a plus
Our inclusive culture empowers employees 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 the accommodations page for more information.
