Senior Product Manager - Customer Experience
Posted date [2026-08-22]
(ID: 49942)
 |
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Job Description and Requirements
Senior Product Manager - Customer ExperienceJob Snapshot
Role: Senior Product Manager - Customer Experience
Location: Dubai, United Arab Emirates
Industry: Internet
Function: Product Management
Experience: Minimum 5 years in product, program, technology, business development, or related management
Job Type: Full-time
Position Overview
Senior Product Manager - Customer Experience in Dubai, United Arab Emirates is an Internet industry opportunity with Amazon focused on improving the end-to-end customer service journey across MENA. Amazon is hiring an experienced product leader to identify customer friction, shape strategic CX initiatives, own product roadmaps, influence technology investments, and deliver measurable improvements across customer support, self-service, operational processes, and digital experiences.
Job Details
Country: United Arab Emirates
City: Dubai
Industry: Internet
Function: Product Management
Salary: 30000-45000
Estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer.
Gender: Any
Candidate Nationality: Any
Job Type: Full-time
Role Context
The Senior
Product Manager will join Amazon\'s MENA Customer Experience Improvement organization within Customer Service, working alongside product managers, program managers, business analysts, technology teams, and senior business stakeholders.
The purpose of the role is to uncover the root causes of customer friction and convert those insights into scalable product and program improvements. Rather than addressing isolated service issues, this position looks across the customer journey to identify systemic defects, prioritize opportunities, and influence upstream solutions that prevent problems from reaching customers.
The role combines strategic product ownership with detailed analytical work. It requires someone capable of moving between long-term roadmap development, complex customer data analysis, technology discussions, operational problem solving, and urgent emerging CX issues.
Key Responsibilities
* Own and develop the roadmap for strategic MENA customer experience improvement initiatives.
* Analyze customer friction data to identify recurring pain points, systemic defects, and high-impact improvement opportunities.
* Trace customer experience problems to their underlying product, process, technology, or operational causes.
* Build evidence-based business cases that demonstrate customer impact and support investment decisions.
* Lead complex CX workstreams involving multiple organizations, technologies, and stages of the customer journey.
* Partner with product and engineering teams inside and outside Amazon Customer Service to deliver scalable technology solutions.
* Define product priorities and make informed trade-offs between customer impact, technical complexity, available resources, and delivery timelines.
* Influence senior leaders and cross-functional stakeholders to establish alignment on strategic priorities.
* Own product requirements and contribute to end-to-end delivery from problem definition through launch and performance measurement.
* Create dashboards, analytical tools, and reporting mechanisms that clearly surface customer impact and operational defects.
* Establish processes that identify emerging problems before they affect significant numbers of customers.
* Develop metrics and operating mechanisms that keep teams accountable for customer experience improvement goals.
* Advocate for customer needs during product, design, engineering, and operational decision-making.
* Apply AI capabilities to customer experience workflows, product development, learning cycles, analysis, and decision-making.
* Evaluate how AI is changing CX product architectures and identify practical opportunities for faster innovation.
* Remove execution bottlenecks and help teams focus resources on initiatives offering the greatest customer value.
* Build repeatable mechanisms and best practices that can scale across teams and organizations.
* Influence engineering approaches, business decisions, external partners, vendors, and organizational priorities where required.
* Produce clear written narratives that explain complex problems, recommendations, trade-offs, and expected outcomes.
* Present findings and strategic proposals to senior stakeholders and drive decisions through data-supported communication.
* Deliver measurable improvements aligned with MENA Customer Service and broader Amazon business goals.
Ideal Profile
The position requires a bachelor\'s degree or equivalent professional qualification together with at least five years of relevant experience in product management, program management, product marketing, business development, technology, or a related field.
Candidates should have practical experience operating as a product manager or product owner and must be comfortable owning technology products from strategy and roadmap definition through feature development and end-to-end delivery.
A strong candidate will know how to evaluate competing product priorities, make feature trade-offs, and translate complex customer or technical issues into clear decisions for business and engineering stakeholders.
Experience influencing senior leadership through data-driven insights is highly valuable. The role also requires confidence working across functional boundaries where product, technology, operations, analytics, and customer service priorities may differ.
The ability to recognize both immediate and emerging risks is important, particularly when addressing complex defects that affect several stages of a customer journey.
Skills Set
Product Management
Customer experience strategy
Product roadmap ownership
Technology product management
End-to-end product delivery
Product requirements
Feature prioritization
Product trade-off analysis
Customer journey analysis
Customer friction analysis
Root cause analysis
CX defect elimination
Customer service technology
Product analytics
Data-driven decision making
Dashboard development
Performance metrics
Business case development
Stakeholder management
Senior leadership influencing
Cross-functional leadership
Strategic planning
Program management
Process improvement
AI-enabled customer experience
AI product applications
Product architecture
Customer workflow optimization
Operational mechanisms
Written business narratives
Executive presentations
Risk identification
Change management
Why Join Us
This position provides the opportunity to influence how millions of customer interactions are improved across Amazon\'s MENA business. Rather than managing a single feature or isolated service process, the Senior Product Manager can work on complex issues that span customer service, technology, operations, digital products, and the wider customer journey.
The growing use of AI within customer experience creates additional scope to redesign how problems are detected, decisions are made, and customer support solutions are developed. The role offers meaningful exposure to senior leadership, large-scale technology products, advanced analytics, and cross-organizational product strategy while building experience relevant to future senior product leadership opportunities.
About the Company
Amazon is a global Internet and technology company operating across e-commerce, cloud computing, logistics, digital services, entertainment, and customer-focused technology platforms. Its Customer Service organization combines people, self-service solutions, data, automation, and product innovation to provide fast and reliable support while continuously reducing the causes of customer friction.
The purpose of the role is to uncover the root causes of customer friction and convert those insights into scalable product and program improvements. Rather than addressing isolated service issues, this position looks across the customer journey to identify systemic defects, prioritize opportunities, and influence upstream solutions that prevent problems from reaching customers.
The role combines strategic product ownership with detailed analytical work. It requires someone capable of moving between long-term roadmap development, complex customer data analysis, technology discussions, operational problem solving, and urgent emerging CX issues.
Key Responsibilities
* Own and develop the roadmap for strategic MENA customer experience improvement initiatives.
* Analyze customer friction data to identify recurring pain points, systemic defects, and high-impact improvement opportunities.
* Trace customer experience problems to their underlying product, process, technology, or operational causes.
* Build evidence-based business cases that demonstrate customer impact and support investment decisions.
* Lead complex CX workstreams involving multiple organizations, technologies, and stages of the customer journey.
* Partner with product and engineering teams inside and outside Amazon Customer Service to deliver scalable technology solutions.
* Define product priorities and make informed trade-offs between customer impact, technical complexity, available resources, and delivery timelines.
* Influence senior leaders and cross-functional stakeholders to establish alignment on strategic priorities.
* Own product requirements and contribute to end-to-end delivery from problem definition through launch and performance measurement.
* Create dashboards, analytical tools, and reporting mechanisms that clearly surface customer impact and operational defects.
* Establish processes that identify emerging problems before they affect significant numbers of customers.
* Develop metrics and operating mechanisms that keep teams accountable for customer experience improvement goals.
* Advocate for customer needs during product, design, engineering, and operational decision-making.
* Apply AI capabilities to customer experience workflows, product development, learning cycles, analysis, and decision-making.
* Evaluate how AI is changing CX product architectures and identify practical opportunities for faster innovation.
* Remove execution bottlenecks and help teams focus resources on initiatives offering the greatest customer value.
* Build repeatable mechanisms and best practices that can scale across teams and organizations.
* Influence engineering approaches, business decisions, external partners, vendors, and organizational priorities where required.
* Produce clear written narratives that explain complex problems, recommendations, trade-offs, and expected outcomes.
* Present findings and strategic proposals to senior stakeholders and drive decisions through data-supported communication.
* Deliver measurable improvements aligned with MENA Customer Service and broader Amazon business goals.
Ideal Profile
The position requires a bachelor\'s degree or equivalent professional qualification together with at least five years of relevant experience in product management, program management, product marketing, business development, technology, or a related field.
Candidates should have practical experience operating as a product manager or product owner and must be comfortable owning technology products from strategy and roadmap definition through feature development and end-to-end delivery.
A strong candidate will know how to evaluate competing product priorities, make feature trade-offs, and translate complex customer or technical issues into clear decisions for business and engineering stakeholders.
Experience influencing senior leadership through data-driven insights is highly valuable. The role also requires confidence working across functional boundaries where product, technology, operations, analytics, and customer service priorities may differ.
The ability to recognize both immediate and emerging risks is important, particularly when addressing complex defects that affect several stages of a customer journey.
Skills Set
Product Management
Customer experience strategy
Product roadmap ownership
Technology product management
End-to-end product delivery
Product requirements
Feature prioritization
Product trade-off analysis
Customer journey analysis
Customer friction analysis
Root cause analysis
CX defect elimination
Customer service technology
Product analytics
Data-driven decision making
Dashboard development
Performance metrics
Business case development
Stakeholder management
Senior leadership influencing
Cross-functional leadership
Strategic planning
Program management
Process improvement
AI-enabled customer experience
AI product applications
Product architecture
Customer workflow optimization
Operational mechanisms
Written business narratives
Executive presentations
Risk identification
Change management
Why Join Us
This position provides the opportunity to influence how millions of customer interactions are improved across Amazon\'s MENA business. Rather than managing a single feature or isolated service process, the Senior Product Manager can work on complex issues that span customer service, technology, operations, digital products, and the wider customer journey.
The growing use of AI within customer experience creates additional scope to redesign how problems are detected, decisions are made, and customer support solutions are developed. The role offers meaningful exposure to senior leadership, large-scale technology products, advanced analytics, and cross-organizational product strategy while building experience relevant to future senior product leadership opportunities.
About the Company
Amazon is a global Internet and technology company operating across e-commerce, cloud computing, logistics, digital services, entertainment, and customer-focused technology platforms. Its Customer Service organization combines people, self-service solutions, data, automation, and product innovation to provide fast and reliable support while continuously reducing the causes of customer friction.
