Director Product Management Technical, Customer Experience Improvement

We are seeking an exceptional Director to lead the end-to-end Customer Service Customer Experience Improvement (CXI) organization. This role combines strategic product leadership with technical vision owning the worldwide defect elimination roadmap alongside the development and scaling of autonomous agentic AI solutions that fundamentally transform how we identify prevent and resolve customer issues.

You will lead a multi-layered global organization of product technology and program leaders who influence design across Amazon to eliminate defects before they reach customers. As the executive sponsor for Customer Service with Country leadership across all stores you will possess curiosity and an always-on quality constantly identifying new risks and opportunities and using those learnings to continuously re-assess priorities.

This role requires a leader who can drive large-scale organizational change define multi-year strategies in highly ambiguous spaces and influence across the broadest set of stakeholders. Your organization will establish company-wide standards for excellence driving improvements upstream in the design process and downstream to enhance the experience of millions of customers.

This Role is Right for You If:
-You obsess over customers and can translate that passion into measurable bottom-line impact through both prevention and resolution of issues.
-You thrive on solving complex analytical challenges and can spot patterns across multi-faceted systems thinking several steps ahead to find root causes and understand full impact.
-You can seamlessly bridge product strategy and technical architecture understanding both the what and the how of building world-class experiences.
-You excel at translating complex problems into compelling narratives that drive action at L10/L11 and influence decisions across Amazon building consensus among stakeholders with competing priorities.
-Your expertise allows you to see around corners and anticipate not-yet-visible risks across 24 stores (and growing).
-You have deep expertise in AI/ML systems autonomous agents and building intelligent platforms and have led organizations through significant transformation while developing talent and maintaining performance standards.


Key job responsibilities
Strategic Product & Technology Leadership
-Own the end-to-end strategic vision and multi-year roadmap for the CXI technology organization including worldwide defect elimination strategy that both prevents issues upstream and resolves them intelligently downstream.
-Build intelligent systems that proactively detect friction autonomously analyze root causes and implement resolution at scale.
-Establish and own Amazon-wide standards for measurement quality and continuous improvement.
-Make high-judgment decisions on technology investments architectural choices and product priorities balancing long-term technical vision with practical implementation.
-Lead without governance in defining how Amazon designs for excellence and how autonomous AI agents should operate within the company.
-Serve as a senior member of your organizations leadership team regularly participating in and leading OP1/OP2 and roadmap planning.
-Successfully influence technical and product roadmaps across organizational boundaries earning trust as an expert and driving the adoption of customer-centric design principles and best practices across diverse product teams.
Autonomous AI & Technical Innovation
-Own the technical strategy and product roadmap for real-time monitoring and autonomous issue detection systems.
-Drive the development of intelligent agentic AI platforms that analyze prioritize and resolve friction points autonomously.
-Build and scale autonomous agents that can reason across complex multi-faceted journeys take intelligent action and scale globally.
-Implement agentic AI capabilities including multi-agent orchestration autonomous decision-making and self-improving systems.
-Recognize discordant views and lead constructive dialogue to resolve them through fostering strong working relationships.
Organization & People Leadership
-Build and mentor a high-performing organization spanning product management engineering applied science analytics and technical program management.
-Create a self-reinforcing culture of technical excellence and customer obsession that is continuously sustainable.


- 15 years of combined product management operational and technical leadership experience with significant exposure across disciplines.
-Deep expertise in autonomous agents multi-agent systems LLMs or reinforcement learning with deep understanding of experience design journey analytics and defect elimination methodologies.


-Masters degree or PhD in Computer Science Machine Learning AI or related field.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.

Our inclusive culture empowers Amazonians 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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience qualifications and location. Amazon also offers comprehensive benefits including health insurance (medical dental vision prescription Basic Life & AD&D insurance and option for Supplemental life plans EAP Mental Health Support Medical Advice Line Flexible Spending Accounts Adoption and Surrogacy Reimbursement coverage) 401(k) matching paid time off and parental leave. Learn more about our benefits at WA Seattle - 237500.00 - 321300.00 USD annually