Senior Customer Experience Manager

Description
The Global Accounts Receivable (GAR) Customer Experience team exists for one reason: make sure every customer interaction with Amazon's AR function is so good it strengthens the relationship and accelerates revenue collection. We do this across 8 business channels and 9 support centers worldwide, building smarter processes, better communication, and technology that scales.
We're looking for a Senior CX Manager who can turn that mission into results. You'll lead the AR customer experience function across some of Amazon's largest and fastest-growing business channels: AWS, Amazon Business, Retail, Advertising, and Transportation, ensuring every AR touchpoint with customers and vendors meets a high bar. You'll do this through a globally distributed team of Customer Experience Specialists, and you co-own the global CX metric with Operations, which means you're accountable for what customers actually experience, not just what's planned on a slide.
This is a people-leadership role at its core. You'll manage across time zones and cultures, coach CX Specialists into independent problem-solvers, and build mechanisms that work when you're not in the room. But you also need to be hands-on with data, comfortable pulling apart CX trends, building root-cause models, and presenting findings to senior leaders who expect clarity and a point of view.
You'll need to design scalable automation (partnering with FinTech and FinAuto), deploy ML-powered sentiment detection, and build self-service tools that reduce manual effort. If you're energized by operating in a high-growth, high-ambiguity environment where you have to invent the playbook, this is the role.
Key job responsibilities
Key Responsibilities Will Include, But Are Not Limited To
CX Strategy & Metric Ownership
Own end-to-end CX quality across assigned businesses, driving measurable year-over-year improvement in defect rates and customer response quality
Define the annual CX roadmap: balance quick wins that move the needle this quarter with structural fixes that compound over time
Automation & Technology
Partner with FinTech, FinAuto, and Data Engineering teams to design and deploy solutions that reduce manual touchpoints: zero-touch email responses, intelligent case routing, automated root-cause tagging
Drive adoption and improvement of ML-powered negative sentiment analysis to proactively flag and resolve customer concerns before they become escalations
Own the rollout of next-generation communication and feedback management tools that improve first-contact resolution rates and shrink resolution time
Stakeholder & Cross-Functional Leadership
Be the CX voice in cross-functional forums. Influence upstream teams to fix root causes, not just symptoms, of customer friction
Partner with Tech and Operations leadership to align on priorities, share data, and unblock execution
Plan and deliver global CX Summits and Vendor Experience forums that drive mechanism adoption and build a culture of customer obsession across support centers
People Leadership
Manage, develop, and inspire Customer Experience Specialists across the globe — each with distinct operating rhythms and cultural contexts
Set clear goals, provide regular coaching, and create development paths that grow your team's analytical depth, stakeholder presence, and ownership
Build a team culture where data-backed experimentation, dive deep, bias for action, and customer obsession are the default
Basic Qualifications
Bachelor's degree in business economics, engineering, analytics, mathematics, statistics, information technology or equivalent, or a Bachelor's degree and experience or equivalent experience in finance roles
10+ years of professional experience in Customer Success, Customer Experience, Program Management, or a related analytical role
5+ years of people management experience, including managing geographically distributed teams
Track record of driving measurable improvements in customer experience or service quality metrics at scale
Strong data fluency — ability to build business cases, interrogate complex datasets, and translate findings into action-oriented narratives for senior leadership
Experience managing cross-functional projects with competing priorities, providing escalation management, and making trade-offs
Strong written and verbal communication skills with a proven ability to work in ambiguous, fast-paced environments
Preferred Qualifications
Bachelor's degree, or MBA in management, business administration, economics, engineering, marketing
Experience in Accounts Receivable, Order-to-Cash, or Finance shared services environments
Hands-on experience with Voice of Customer (VoC) programs, sentiment analysis, and NPS-driven improvement cycles
Background in root-cause analysis and continuous improvement methods (Six Sigma, Lean, or similar)
Experience presenting to and influencing VP-level leadership on CX strategy and investment decisions
Proficiency with data analysis and visualization tools (SQL, Excel, Tableau, or equivalent)
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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Company - ADCI HYD 13 SEZ - H84
Job ID: A10531369

Work arrangement
No