At a Glance
- Tasks: Lead customer experience initiatives and eliminate friction in the customer journey.
- Company: Join Amazon's dynamic Customer Service team focused on innovation.
- Benefits: Competitive salary, career growth, and opportunities to influence change.
- Other info: Collaborative environment with a focus on data-driven decision making.
- Why this job: Make a real impact on customer experience with cutting-edge solutions.
- Qualifications: Experience in product management and fluency in German preferred.
The predicted salary is between 70000 - 90000 € per year.
Requirements
- You can handle significantly complex problems and efforts, with the ability to see both visible and not-yet-visible risks.
- You excel at taking complex technical problems and explaining them clearly to drive consensus among stakeholders.
- You can work strategically to determine where resources are best applied while actively working to remove bottlenecks.
- You create scalable mechanisms and best practices while effectively influencing and force multiplying across organizations.
- You have deep customer obsession and can translate that into measurable improvements in customer experience.
- Bachelor's degree or equivalent.
- Experience owning/driving roadmap strategy and definition.
- Experience with end to end product delivery.
- Experience with feature delivery and tradeoffs of a product.
- Experience as a product manager or owner.
- Experience owning technology products.
- Experience with product cycles of 6+ months.
- Experience in product or program management, product marketing, business development or technology.
- Speak, write, and read fluently in German (Desirable).
- Experience in influencing senior leadership through data driven insights (Desirable).
- Experience working across functional teams and senior stakeholders (Desirable).
- Understanding of German consumer, retail landscape.
What the job involves
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. Whether customers interact with our self-serve solutions or CS Associates, we work hard to make sure they have a delightful experience with us, each and every time.
We are looking for a German speaking 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. The role requires someone who can use significant expertise and high judgment to distill diverse inputs from large customer segments and stakeholders to set a vision and design the right long-term solutions.
You will spend your time analyzing customer friction data to identify the biggest opportunities and building compelling cases for improvements. This means diving deep into significantly complex problems where defects create friction across multiple parts of the customer journey.
You will work across multiple organizations and leadership to influence and achieve consensus on priorities. 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 will create mechanisms that make defect elimination sustainable. This includes building dashboards and tools that show customer impact, designing processes that catch problems before they reach customers, and establishing metrics that keep everyone focused on goals.
You will be regularly working at both tactical and strategic levels to deliver results. 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.
EU CXI Senior Product Manager (Customer Experience Improvement) in London employer: Deepstreamtech
At Amazon, we pride ourselves on being a customer-obsessed employer that fosters a dynamic and inclusive work culture. As a Senior Product Manager in our EU Customer Experience Improvement team, you will have the opportunity to drive meaningful change and innovation while collaborating with talented professionals across various functions. With a strong focus on employee growth, we offer extensive development opportunities and a supportive environment that encourages creativity and strategic thinking, all within the vibrant landscape of the EU.
StudySmarter Expert Advice🤫
We think this is how you could land EU CXI Senior Product Manager (Customer Experience Improvement) in London
✨Tip Number 1
Network like a pro! Reach out to folks in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer experience. We want you to showcase your problem-solving skills and how you handle complex situations.
✨Tip Number 3
Don’t just apply; follow up! A quick message after submitting your application shows your enthusiasm and keeps you on their radar. Plus, it’s a great way to express your customer obsession!
✨Tip Number 4
Use our website to apply! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace EU CXI Senior Product Manager (Customer Experience Improvement) in London
Some tips for your application 🫡
Show Your Customer Obsession:Make sure to highlight your passion for improving customer experiences in your application. We want to see how you've tackled customer pain points in the past and what measurable improvements you've achieved.
Be Clear and Concise:When explaining your experience, especially with complex problems, keep it straightforward. We appreciate clarity, so break down your achievements and strategies in a way that’s easy to understand for everyone.
Tailor Your Application:Don’t just send a generic application! Tailor your CV and cover letter to reflect the specific requirements of the role. We love seeing how your unique skills align with our needs, so make it personal!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Deepstreamtech
✨Understand the Customer Journey
Make sure you can articulate how you've identified and resolved customer friction in previous roles. Be ready to share specific examples of how your actions led to measurable improvements in customer experience.
✨Showcase Your Strategic Thinking
Prepare to discuss how you've managed complex projects and made strategic decisions about resource allocation. Highlight any experience you have with creating scalable mechanisms or best practices that have influenced cross-functional teams.
✨Communicate Clearly and Effectively
Practice explaining complex technical problems in a straightforward manner. You’ll need to demonstrate your ability to drive consensus among stakeholders, so think of examples where your communication skills made a difference.
✨Be Data-Driven
Come equipped with data-driven insights from your past experiences. Be prepared to discuss how you've used analytics to influence senior leadership and prioritise customer experience issues. This will show your deep customer obsession and analytical mindset.
