About the Role
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 — encounter instances where the company falls short. The Customer Experience Improvement (CXI) organization's vision is to ensure every customer, regardless of location, language, or whether they contact us, receives an experience worthy of the company's promise. We achieve this by holding the most direct and comprehensive view of what's going wrong for customers, driving product, policy, and partnership changes that fix issues at the root.
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We are seeking a customer-obsessed senior product leader to join us as a Principal within CXI. In this role, you will explore customer friction across all of the company's international stores — including EU, India, MENA, LATAM, AU/ZA, and emerging markets — trace its origins, and drive product improvements to enhance customer experience (CX). You will amplify the efforts of CXI's regional teams by constructing frameworks, mental models, and measurement approaches needed to solve CX problems at scale, while influencing senior leadership to enact systemic, durable change for international customers.
Key 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 amplify the work of CXI's regional teams across markets.
- Author product strategy documents that drive alignment and investment decisions at VP and SVP levels.
- Define and own the metrics framework for international CX, developing new measurement approaches that capture customer harm beyond traditional contact-based metrics and 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 contact customer service, driving upstream actions 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.
- Collaborate with central CXI teams — including DXI and Returns and Refunds — to embed the international lens into centrally-driven initiatives, ensuring solutions designed at the global level reflect the realities of international customers and markets.
- Engage on VP-level initiatives 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 the senior leadership level.
Basic Qualifications
- Master's degree.
- Experience owning/driving roadmap strategy and definition.
- Experience with feature delivery and trade-offs of a product.
- 10+ years of blending product and program management skills to execute strategic initiatives related to 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.
- Proficiency 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 individuals 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, please visit the accessibility page for more information.
