Principal, International CX, Amazon Customer Service

Amazon MENA
Dubai
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 10+ yearsEducation: mastersSkills: ["Strategic thinking","Data-driven decision-making","Cross-organizational influence","Written and verbal communication","Stakeholder management"]

Lead international customer experience improvement by identifying and eliminating customer friction across Amazon’s global stores, tracing root causes, and driving upstream and downstream product and policy changes. Build scalable frameworks, measurement approaches, and metrics for customer harm beyond contact-based signals. Partner with product, technology, and central CXI teams to translate insights into requirements, co-create roadmaps, and deliver measurable outcomes across complex multi-market environments.

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FursaFursa
Amazon MENA
Amazon MENA
2 weeks ago

Principal, International CX, Amazon Customer Service

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Last checked: 14 hours agoStatus: Live

Job Summary

Lead international customer experience improvement by identifying and eliminating customer friction across Amazon’s global stores, tracing root causes, and driving upstream and downstream product and policy changes. Build scalable frameworks, measurement approaches, and metrics for customer harm beyond contact-based signals. Partner with product, technology, and central CXI teams to translate insights into requirements, co-create roadmaps, and deliver measurable outcomes across complex multi-market environments.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Identify and eliminate sources of customer friction across all international stores to improve customer experience
  • •Build scalable frameworks and mental models to solve CX gaps across markets
  • •Author product strategy documents that drive alignment and investment decisions at VP/SVP levels
  • •Define and own the metrics framework for international CX, including measurement beyond contact-based signals
  • •Partner with product and technology teams and internal CS teams to translate insights into requirements and co-create roadmaps for international stores

Key Requirements

  • •Master’s degree
  • •10+ years blending product and program management to execute strategic initiatives around process creation, standardization, and improvement
  • •Experience owning/driving roadmap strategy and definition, including feature delivery and tradeoffs
  • •Experience understanding product and technical requirements and partnering with Product/Technology teams
  • •Experience building scalable programs and repeatable processes, and writing strategy documents for executive audiences
Experience:10+ yearsCustomer experienceInternational CXMulti-marketCustomer service
Education:Master's
Skills:Strategic thinkingData-driven decision-makingCross-organizational influenceWritten and verbal communicationStakeholder management
Languages:English

Company Brief

Amazon MENA
Amazon MENA operates Amazon.ae, Amazon's e-commerce marketplace for the United Arab Emirates. It offers a wide range of products, fulfillment, delivery, and customer service for consumers and third-party sellers across the region.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Dubai, United Arab Emirates
Founded: 2019
WebsiteLinkedIn