Sr. Product Manager, LATAM Customer Experience Improvement, Amazon Customer Service

At Amazon we are working to be the most customer-centric company on earth. To do this we look for the worlds brightest minds offering an environment in which they can advocate for customers and solve complex problems on their behalf with ingenuity and simplicity.

The Sr. Product Manager LATAM Customer Experience is a core member of Amazons Customer Experience Improvements (CXI) team within Customer Service (CS). This team proactively engages with business stakeholders across the company to leverage the voice of the customer drive continuous improvement and deliver product solutions across some of the fastest-growing markets in the world. A successful candidate will have experience owning product strategy end-to-end translating customer pain points into scalable solutions and driving large cross-functional initiatives forward. They will have a strong bias toward data-driven decision-making and an innate ability to connect product metrics to customer and business outcomes. Based in Sao Paulo City this leader will have direct access to local customers operations teams and market dynamicsenabling them to identify product opportunities and barriers that remote teams cannot effectively address. You will need to be highly collaborative fluent in Spanish Portugese and able to influence without authority across local regional and global teams.

Key job responsibilities
- Own both Mexico & Brazil product roadmap end-to-end from customer pain point identification through requirements definition solution design launch and continuous improvement across the entire purchase journey;
- Synthesize voice of customer signalsincluding customer contacts returns behavioral data and satisfaction metricsto identify experience gaps prioritize friction points and build data-driven product roadmaps that drive measurable improvements in customer trust;
- Partner with cross-functional teams across Amazon Storesincluding product operations customer service payments identity and retailat local regional and global levels to drive scalable solutions that eliminate defects at root cause;
- Influence upstream product partners where CXI does not directly own the technology using customer data and business impact to embed Mexico customer needs into regional and worldwide product roadmaps;
- Build mechanisms and real-time dashboards that provide visibility into product performance detect emerging issues before they scale and enable rapid response to customer experience degradation;
- Write product requirements documents that incorporate Brazil & Mexico-specific customer insights market context and local go-to-market strategies with defined success metrics;
- Define and track metrics to measure product success including customer experience KPIs financial impact conversion improvements and contact reduction across priority journey segments;
- Deliver quarterly product roadmap updates with clear prioritization based on customer impact and business value and publish monthly performance reports analyzing adoption customer satisfaction and key business metrics;
- Serve as a trusted advisor to leadership on Mexico customer experience strategy delivering quarterly business reviews root cause analysis and recommendations on resource allocation and investment priorities.

A day in the life
You arrive at GRU10 with a curious mindset. You dive into customer contact data review Portugese and Spanish-language customer anecdotes and walk the Mexico & Brazil store to surface hidden friction points that drive contacts and concessions. You build well-documented data-driven product requirements grounded in local market insights. You bring these requirements to product and technical teamslocally and globallyto influence prioritization and drive solutions. You measure the impact of launched improvements connecting product changes to customer satisfaction gains and cost reduction.

About the team
The CXI team sits within Amazon Customer Service. Our mission is to relentlessly advocate for customers and eliminate defects that affect their experience while shopping on Amazon Stores. We use data customer anecdotes process expertise and cross-functional collaboration to improve the customer experience across every market we serve.

Inclusive team culture
At Amazon we embrace our differences and we are committed to furthering our culture of inclusion. We host annual and ongoing learning experiences. Amazons culture of inclusion is reinforced within our 14 Leadership Principles which remind team members to seek diverse perspectives learn and be curious and earn trust.

Work Life Balance
We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.

Mentorship & Career Growth
Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures and were building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional.

- Bachelors 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 in product or program management product marketing business development or technology

- Experience in influencing senior leadership through data driven insights
- Experience working across functional teams and senior stakeholders
- Familiarity with Latin American market dynamics customer behaviors and payment ecosystems
- Experience in e-commerce retail or customer service product domains

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.