Find your next role

Description

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 organization's 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.