Senior Product Manager - Customer Experience
Posted date [2026-10-04]
(ID: 52939)
 |
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Job Description and Requirements
Senior Product Manager - Customer ExperienceJob Snapshot
Role: Senior Product Manager
Location: Dubai, UAE
Industry: Internet
Function: Product Management
Experience: Experienced product leadership background
Job Type: Full Time
Position Overview
Amazon is seeking an experienced product leader in Dubai, UAE to join the MENA Customer Experience Improvement organization within Customer Service. The role will focus on identifying customer friction, tracing problems to their underlying causes and driving product and program improvements that deliver measurable improvements across the customer journey.
Working with product managers, program managers, business analysts, technology teams and senior stakeholders, the Senior Product Manager will help own the roadmap for strategic MENA customer experience initiatives while responding to emerging issues requiring immediate attention. The position combines customer data analysis, product strategy, cross-functional influence and the development of scalable mechanisms for sustainable defect elimination.
Job Details
Country: UAE
City: Dubai
Industry: Internet
Function:
Product Management
Salary: Not disclosed
Gender: No Preference
Candidate Nationality: Not specified
Job Type: Full Time
Work Arrangement: On-site
Key Job Responsibilities
Customer Experience Strategy
Use customer insights and product expertise to identify the most significant opportunities for improving the Amazon customer experience across MENA.
- Analyze customer friction data to identify recurring and high-impact problems.
- Trace customer experience defects back to their underlying sources.
- Evaluate issues affecting multiple stages of the customer journey.
- Distill inputs from large customer segments and diverse stakeholders.
- Develop compelling cases for product and program improvements.
- Establish a clear vision for long-term solutions.
- Balance immediate customer experience issues with strategic priorities.
- Contribute to the roadmap for MENA customer experience initiatives.
Product and Technology Solutions
Partner with product and technology teams within and outside Amazon Customer Service to develop solutions capable of improving the service experience.
The role requires the ability to work through complex problems where defects can create friction across several parts of the customer journey. The Senior Product Manager will connect customer needs with product and technology opportunities and help move high-impact improvements from problem identification toward implementation.
Data and Customer Insights
Customer data will form an important foundation for identifying priorities and evaluating opportunities.
- Dive deeply into customer friction data.
- Identify the areas creating the greatest customer impact.
- Examine complex problems across different customer journey stages.
- Translate analytical findings into actionable product opportunities.
- Use evidence to support prioritization and investment decisions.
- Establish metrics that keep teams focused on customer experience goals.
- Measure customer impact and support data-driven decision-making.
Defect Elimination and Scalable Mechanisms
Build mechanisms that make customer experience improvements sustainable rather than relying solely on individual fixes.
- Develop dashboards and tools that provide visibility into customer impact.
- Design processes capable of identifying problems before they reach customers.
- Establish appropriate metrics for customer experience goals.
- Create scalable mechanisms and reusable best practices.
- Identify recurring sources of customer friction.
- Help teams move from reactive issue resolution toward systematic defect prevention.
- Support improvements that can operate effectively across organizations.
Stakeholder Leadership and Influence
The Senior Product Manager will work across multiple organizations and leadership groups to establish priorities and achieve alignment.
- Communicate complex technical and customer problems clearly.
- Build consensus among stakeholders with different priorities.
- Influence product and program decisions across organizational boundaries.
- Work with leadership to establish priorities.
- Determine where resources can have the greatest customer impact.
- Identify and help remove bottlenecks affecting delivery.
- Coordinate across product, program, business analysis and technology teams.
- Use sound judgement when balancing competing inputs and requirements.
Strategic and Tactical Delivery
The role requires the ability to move between long-term product strategy and immediate operational needs.
At a strategic level, the Senior Product Manager will help establish customer experience priorities, scalable mechanisms and long-term solutions. At a tactical level, the role will respond to emerging customer issues, analyze defects and coordinate actions required to address immediate areas of friction.
The successful candidate will be comfortable operating at both levels while maintaining focus on measurable customer outcomes.
This Is the Right Role for You If
- You can manage significantly complex problems and initiatives.
- You can identify both visible risks and risks that may not yet be apparent.
- You can translate complex technical problems into clear information for stakeholders.
- You can build consensus across teams and organizations.
- You can determine where resources should be applied for the greatest impact.
- You actively identify and remove delivery bottlenecks.
- You can create scalable mechanisms and reusable best practices.
- You can influence teams beyond your direct area of responsibility.
- You maintain a strong focus on customer needs.
- You can translate customer insights into measurable customer experience improvements.
Core Capabilities
- Product management.
- Customer experience strategy.
- Customer friction analysis.
- Product roadmap development.
- Defect identification and elimination.
- Customer journey analysis.
- Data-driven decision-making.
- Product and technology collaboration.
- Dashboard and measurement mechanisms.
- Metrics development.
- Process design.
- Strategic prioritization.
- Cross-functional stakeholder management.
- Executive communication.
- Consensus building.
- Risk identification.
- Scalable program development.
- Complex problem solving.
About the Team
Amazon Customer Service is a global organization focused on providing customers with fast, convenient and helpful support through self-service solutions and Customer Service Associates.
Within Customer Service, the MENA Customer Experience Improvement organization brings together product managers, program managers and business analysts to investigate sources of customer friction and drive upstream and downstream improvements. The team manages strategic customer experience initiatives while also responding to emerging issues that require immediate action.
About the Company
Amazon serves customers through a broad range of products, technology and service operations. This Dubai-based position focuses specifically on improving the MENA customer experience by identifying friction, developing product and program solutions and creating sustainable mechanisms that improve the service journey.
Salary: Not disclosed
Gender: No Preference
Candidate Nationality: Not specified
Job Type: Full Time
Work Arrangement: On-site
Key Job Responsibilities
Customer Experience Strategy
Use customer insights and product expertise to identify the most significant opportunities for improving the Amazon customer experience across MENA.
- Analyze customer friction data to identify recurring and high-impact problems.
- Trace customer experience defects back to their underlying sources.
- Evaluate issues affecting multiple stages of the customer journey.
- Distill inputs from large customer segments and diverse stakeholders.
- Develop compelling cases for product and program improvements.
- Establish a clear vision for long-term solutions.
- Balance immediate customer experience issues with strategic priorities.
- Contribute to the roadmap for MENA customer experience initiatives.
Product and Technology Solutions
Partner with product and technology teams within and outside Amazon Customer Service to develop solutions capable of improving the service experience.
The role requires the ability to work through complex problems where defects can create friction across several parts of the customer journey. The Senior Product Manager will connect customer needs with product and technology opportunities and help move high-impact improvements from problem identification toward implementation.
Data and Customer Insights
Customer data will form an important foundation for identifying priorities and evaluating opportunities.
- Dive deeply into customer friction data.
- Identify the areas creating the greatest customer impact.
- Examine complex problems across different customer journey stages.
- Translate analytical findings into actionable product opportunities.
- Use evidence to support prioritization and investment decisions.
- Establish metrics that keep teams focused on customer experience goals.
- Measure customer impact and support data-driven decision-making.
Defect Elimination and Scalable Mechanisms
Build mechanisms that make customer experience improvements sustainable rather than relying solely on individual fixes.
- Develop dashboards and tools that provide visibility into customer impact.
- Design processes capable of identifying problems before they reach customers.
- Establish appropriate metrics for customer experience goals.
- Create scalable mechanisms and reusable best practices.
- Identify recurring sources of customer friction.
- Help teams move from reactive issue resolution toward systematic defect prevention.
- Support improvements that can operate effectively across organizations.
Stakeholder Leadership and Influence
The Senior Product Manager will work across multiple organizations and leadership groups to establish priorities and achieve alignment.
- Communicate complex technical and customer problems clearly.
- Build consensus among stakeholders with different priorities.
- Influence product and program decisions across organizational boundaries.
- Work with leadership to establish priorities.
- Determine where resources can have the greatest customer impact.
- Identify and help remove bottlenecks affecting delivery.
- Coordinate across product, program, business analysis and technology teams.
- Use sound judgement when balancing competing inputs and requirements.
Strategic and Tactical Delivery
The role requires the ability to move between long-term product strategy and immediate operational needs.
At a strategic level, the Senior Product Manager will help establish customer experience priorities, scalable mechanisms and long-term solutions. At a tactical level, the role will respond to emerging customer issues, analyze defects and coordinate actions required to address immediate areas of friction.
The successful candidate will be comfortable operating at both levels while maintaining focus on measurable customer outcomes.
This Is the Right Role for You If
- You can manage significantly complex problems and initiatives.
- You can identify both visible risks and risks that may not yet be apparent.
- You can translate complex technical problems into clear information for stakeholders.
- You can build consensus across teams and organizations.
- You can determine where resources should be applied for the greatest impact.
- You actively identify and remove delivery bottlenecks.
- You can create scalable mechanisms and reusable best practices.
- You can influence teams beyond your direct area of responsibility.
- You maintain a strong focus on customer needs.
- You can translate customer insights into measurable customer experience improvements.
Core Capabilities
- Product management.
- Customer experience strategy.
- Customer friction analysis.
- Product roadmap development.
- Defect identification and elimination.
- Customer journey analysis.
- Data-driven decision-making.
- Product and technology collaboration.
- Dashboard and measurement mechanisms.
- Metrics development.
- Process design.
- Strategic prioritization.
- Cross-functional stakeholder management.
- Executive communication.
- Consensus building.
- Risk identification.
- Scalable program development.
- Complex problem solving.
About the Team
Amazon Customer Service is a global organization focused on providing customers with fast, convenient and helpful support through self-service solutions and Customer Service Associates.
Within Customer Service, the MENA Customer Experience Improvement organization brings together product managers, program managers and business analysts to investigate sources of customer friction and drive upstream and downstream improvements. The team manages strategic customer experience initiatives while also responding to emerging issues that require immediate action.
About the Company
Amazon serves customers through a broad range of products, technology and service operations. This Dubai-based position focuses specifically on improving the MENA customer experience by identifying friction, developing product and program solutions and creating sustainable mechanisms that improve the service journey.
