Senior Customer Experience Manager

The Global Accounts Receivable (GAR) Customer Experience team exists for one reason: make sure every customer interaction with Amazons AR function is so good it strengthens the relationship and accelerates revenue collection. We do this across 8 business channels and 9 support centers worldwide building smarter processes better communication and technology that scales.
Were looking for a Senior CX Manager who can turn that mission into results. Youll lead the AR customer experience function across some of Amazons largest and fastest-growing business channels: AWS Amazon Business Retail Advertising and Transportation ensuring every AR touchpoint with customers and vendors meets a high bar. Youll do this through a globally distributed team of Customer Experience Specialists and you co-own the global CX metric with Operations which means youre accountable for what customers actually experience not just whats planned on a slide.
This is a people-leadership role at its core. Youll manage across time zones and cultures coach CX Specialists into independent problem-solvers and build mechanisms that work when youre not in the room. But you also need to be hands-on with data comfortable pulling apart CX trends building root-cause models and presenting findings to senior leaders who expect clarity and a point of view.
Youll need to design scalable automation (partnering with FinTech and FinAuto) deploy ML-powered sentiment detection and build self-service tools that reduce manual effort. If youre energized by operating in a high-growth high-ambiguity environment where you have to invent the playbook this is the role.


Key job responsibilities
Key responsibilities will include but are not limited to:
CX Strategy & Metric Ownership
Own end-to-end CX quality across assigned businesses driving measurable year-over-year improvement in defect rates and customer response quality
Define the annual CX roadmap: balance quick wins that move the needle this quarter with structural fixes that compound over time
Automation & Technology
Partner with FinTech FinAuto and Data Engineering teams to design and deploy solutions that reduce manual touchpoints: zero-touch email responses intelligent case routing automated root-cause tagging
Drive adoption and improvement of ML-powered negative sentiment analysis to proactively flag and resolve customer concerns before they become escalations
Own the rollout of next-generation communication and feedback management tools that improve first-contact resolution rates and shrink resolution time
Stakeholder & Cross-Functional Leadership
Be the CX voice in cross-functional forums. Influence upstream teams to fix root causes not just symptoms of customer friction
Partner with Tech and Operations leadership to align on priorities share data and unblock execution
Plan and deliver global CX Summits and Vendor Experience forums that drive mechanism adoption and build a culture of customer obsession across support centers
People Leadership
Manage develop and inspire Customer Experience Specialists across the globe each with distinct operating rhythms and cultural contexts
Set clear goals provide regular coaching and create development paths that grow your teams analytical depth stakeholder presence and ownership
Build a team culture where data-backed experimentation dive deep bias for action and customer obsession are the default


- Bachelors degree in business economics engineering analytics mathematics statistics information technology or equivalent or a Bachelors degree and experience or equivalent experience in finance roles
- 10 years of professional experience in Customer Success Customer Experience Program Management or a related analytical role
- 5 years of people management experience including managing geographically distributed teams
- Track record of driving measurable improvements in customer experience or service quality metrics at scale
- Strong data fluency ability to build business cases interrogate complex datasets and translate findings into action-oriented narratives for senior leadership
- Experience managing cross-functional projects with competing priorities providing escalation management and making trade-offs
- Strong written and verbal communication skills with a proven ability to work in ambiguous fast-paced environments

- Bachelors degree or MBA in management business administration economics engineering marketing
- Experience in Accounts Receivable Order-to-Cash or Finance shared services environments
- Hands-on experience with Voice of Customer (VoC) programs sentiment analysis and NPS-driven improvement cycles
- Background in root-cause analysis and continuous improvement methods (Six Sigma Lean or similar)
- Experience presenting to and influencing VP-level leadership on CX strategy and investment decisions
- Proficiency with data analysis and visualization tools (SQL Excel Tableau or equivalent)

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