Senior Product Manager - Customer Experience
Posted date [2026-09-25]
(ID: 52554)
 |
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Job Description and Requirements
Senior Product Manager - Customer ExperienceJob Snapshot
Role: Product Manager
Location: Dubai, UAE
Industry: Retail
Function: Product Management
Experience: 5+ years
Job Type: Full Time
Position Overview
Amazon is hiring an experienced Product Manager in Dubai, UAE to join the Emerging Stores team within the Customer Experience Improvement organization. The role focuses on identifying and eliminating customer friction, defining the roadmap for strategic customer experience initiatives, and driving product and program improvements across Amazon Customer Service. This position combines product leadership, complex data analysis, technology delivery, stakeholder influence, and customer advocacy to create measurable improvements across the customer journey.
Job Details
Country: UAE
City: Dubai
Industry: Retail
Function: Product Management
Salary: Not disclosed
Gender: No Preference
Candidate Nationality: Not specified
Job Type: Full Time
Work Arrangement: On-site
Key Job Responsibilities
- Own the roadmap for Emerging Stores customer experience strategic initiatives.
- Identify emerging customer experience issues that require immediate attention
and coordinate appropriate responses.
- Analyze customer friction data to identify high-impact opportunities for improvement.
- Investigate complex defects that create friction across multiple stages of the customer journey.
- Use diverse customer and stakeholder inputs to establish a long-term product vision and develop appropriate solutions.
- Build data-driven business cases for customer experience improvements.
- Work across multiple organizations and leadership teams to establish consensus on priorities.
- Partner on product and technology solutions within and outside Amazon Customer Service.
- Drive product and program improvements that enhance the customer service experience.
- Build dashboards and tools that provide visibility into customer impact.
- Design processes that identify and address problems before they affect customers.
- Establish metrics and mechanisms that support sustainable defect elimination.
- Operate at both strategic and tactical levels to deliver measurable results.
Customer Experience Leadership
The role leads customer experience workstreams by proactively identifying sources of friction and driving action to eliminate them. This includes establishing scalable mechanisms for cross-functional collaboration and using data to detect issues, surface customer pain points, and drive upstream improvements.
The Product Manager will advocate for customers across product, design, technology, and operational decisions while influencing strategic direction, engineering and business approaches, customer adoption decisions, organizational priorities, and relevant partner or vendor activities.
AI and Product Innovation
The position requires an understanding of how AI is changing customer experience product architectures, product development, and customer workflows. The role will apply AI to support faster learning cycles, accelerate development, improve decision-making, and explore new forms of customer experience innovation.
The Product Manager will also communicate complex technical issues clearly, write compelling narratives, and present recommendations that enable alignment and informed decision-making among senior leaders and cross-functional stakeholders.
Basic Qualifications
- 5+ years of experience in product or program management, product marketing, business development, or technology.
- Bachelor\'s degree or equivalent.
- Experience owning and driving roadmap strategy and definition.
- Experience with end-to-end product delivery.
- Experience managing product feature delivery and associated tradeoffs.
- Experience working as a product manager or product owner.
- Experience owning technology products.
- Proficiency in Arabic, Turkish, or Spanish.
Preferred Qualifications
- Experience influencing senior leadership through data-driven insights.
- Experience working across functional teams and with senior stakeholders.
About the Team
The Emerging Stores team brings together product managers, program managers, and business analysts within Amazon Customer Service\'s Customer Experience Improvement organization. The team investigates sources of customer friction and drives upstream and downstream product and program improvements designed to improve customer experience.
About the Company
This position is with Q-Express Documents Transport and supports Amazon Customer Service and Emerging Stores customer experience initiatives. Job ID: A10555264.
- Analyze customer friction data to identify high-impact opportunities for improvement.
- Investigate complex defects that create friction across multiple stages of the customer journey.
- Use diverse customer and stakeholder inputs to establish a long-term product vision and develop appropriate solutions.
- Build data-driven business cases for customer experience improvements.
- Work across multiple organizations and leadership teams to establish consensus on priorities.
- Partner on product and technology solutions within and outside Amazon Customer Service.
- Drive product and program improvements that enhance the customer service experience.
- Build dashboards and tools that provide visibility into customer impact.
- Design processes that identify and address problems before they affect customers.
- Establish metrics and mechanisms that support sustainable defect elimination.
- Operate at both strategic and tactical levels to deliver measurable results.
Customer Experience Leadership
The role leads customer experience workstreams by proactively identifying sources of friction and driving action to eliminate them. This includes establishing scalable mechanisms for cross-functional collaboration and using data to detect issues, surface customer pain points, and drive upstream improvements.
The Product Manager will advocate for customers across product, design, technology, and operational decisions while influencing strategic direction, engineering and business approaches, customer adoption decisions, organizational priorities, and relevant partner or vendor activities.
AI and Product Innovation
The position requires an understanding of how AI is changing customer experience product architectures, product development, and customer workflows. The role will apply AI to support faster learning cycles, accelerate development, improve decision-making, and explore new forms of customer experience innovation.
The Product Manager will also communicate complex technical issues clearly, write compelling narratives, and present recommendations that enable alignment and informed decision-making among senior leaders and cross-functional stakeholders.
Basic Qualifications
- 5+ years of experience in product or program management, product marketing, business development, or technology.
- Bachelor\'s degree or equivalent.
- Experience owning and driving roadmap strategy and definition.
- Experience with end-to-end product delivery.
- Experience managing product feature delivery and associated tradeoffs.
- Experience working as a product manager or product owner.
- Experience owning technology products.
- Proficiency in Arabic, Turkish, or Spanish.
Preferred Qualifications
- Experience influencing senior leadership through data-driven insights.
- Experience working across functional teams and with senior stakeholders.
About the Team
The Emerging Stores team brings together product managers, program managers, and business analysts within Amazon Customer Service\'s Customer Experience Improvement organization. The team investigates sources of customer friction and drives upstream and downstream product and program improvements designed to improve customer experience.
About the Company
This position is with Q-Express Documents Transport and supports Amazon Customer Service and Emerging Stores customer experience initiatives. Job ID: A10555264.
