Principal, International CX, Amazon Customer Service

Amazon is hiring a Principal, International CX, Amazon Customer Service in Dubai, United Arab Emirates. Level rates it ; you can apply on Amazon.

Level's read on this job

On Level's scale, this customer service role is Little AI ●○○○: aI is not part of the work.
Tools and skills the posting cites include product strategy, customer experience and metrics framework.
Level classifies it as a senior role.
Level lists 20,000+ other open roles at Amazon.

AI in this role

Drive product strategy and systemic improvements to eliminate customer friction and enhance international customer experience.

product-strategycustomer-experiencemetrics-frameworkcross-functional-leadershipinternational-markets

Come build the future of international customer experience with us. Every year, millions of customers across Amazon's global stores — from Dubai to São Paulo, Warsaw to Bangalore — experience moments where Amazon falls short. CXI's vision is to ensure every one of them — regardless of where they shop, what language they speak, or whether they ever contact us — gets an experience worthy of Amazon's promise. We do this by holding the most direct and comprehensive view of what's going wrong for customers, and driving the product, policy, and partnership changes that fix it at the root.

We are looking for a customer-obsessed senior product leader to join us as a Principal within the Customer Experience Improvement org (CXI) within Customer Service. You will dig deep into customer friction across all of Amazon's international stores — EU, India, MENA, LATAM, AU/ZA, and emerging markets — trace it back to its source, and drive upstream and downstream product improvements to improve CX. You will force-multiply the work of CXI's regional teams by building the frameworks, mental models, and measurement approaches they need to solve CX problems at scale — and influencing across organizations and senior leadership to drive systemic, durable change for international customers.

Key job responsibilities
• Improve customer experience by proactively identifying and eliminating sources of friction across all international stores
• Build frameworks and mental models for solving CX gaps at scale — creating reusable approaches that force-multiply the work of CXI's regional teams across markets
• Author product strategy documents that drive alignment and investment decisions at VP and SVP level
• Define and own the metrics framework for international CX — including developing new measurement approaches that capture customer harm beyond traditional contact-based metrics, and that quantify the impact of policy and enforcement decisions on genuine customers
• Establish data-driven approaches to surface customer pain points — across human contacts, self-service, and customers who never reach CS — and drive upstream action across organizations
• Partner with product and technology teams to translate customer insights into product requirements and scalable solutions
• Partner with internal CS teams across product, quality of service, and technology to co-create the roadmap and plan for international stores — spanning self-service, associate service, and concessions — ensuring international customer needs are embedded in CS's product and tech priorities
• Work with central CXI teams — including DXI and Returns and Refunds — to embed the international lens into centrally-driven initiatives, ensuring that solutions designed at the global level reflect the realities of international customers and markets
• Partner on VP-level engagements across international markets, establishing shared CX improvement goals and joint accountability for outcomes
• Advocate for international customers in product, design, and operational decisions across organizations
• Deliver measurable outcomes aligned with organizational goals
• Write and present clear narratives to drive alignment and decision-making at senior leadership level

Basic qualifications

- Master's degree
- Experience owning/driving roadmap strategy and definition
- Experience with feature delivery and tradeoffs of a product
- 10+ years of blending product and program management skills to execute strategic initiatives about process creation, standardization, and improvement experience
- Experience understanding product and technical requirements and interfacing with Product/Technology teams
- Experience building scalable programs and repeatable scalable processes, levering various tools and methods to create scale and efficiency
- Experience writing strategy documents for executive audiences with clear recommendations in the midst of ambiguity
- Experience working with and influencing senior level stakeholders
- Experience in English-language communication skills, both written and verbal
- • Experience owning product strategy across complex, multi-market environments
- • Strong understanding of international customers, businesses, and cultures across multiple geographies

Preferred qualifications

- Experience owning technology products
- • Prior experience based in or covering MENA, LATAM, EU, or South Asia markets
- • Proficiency in Arabic, Spanish, French, or other non-English languages is a plus

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.

How we rate this

Principal, International CX, Amazon Customer Service at Amazon rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.

Key facts

Principal, International CX, Amazon Customer Service is an open job at Amazon.
Level rates this role AI Level 1 of 4: Little AI.
The role is based in AE, Dubai.
The job was posted on September 3, 2026.
Seniority: senior.
Applications are handled by Amazon. Apply on Amazon

Prepare for this job

Built from this posting and from similar jobs on Level.

Skills and AI tools this role asks for

Product StrategyCustomer ExperienceMetrics FrameworkCross Functional LeadershipInternational Markets

Also common in customer service jobs at this level

AI agents SQL AWS Azure Python Generative AI

Pay

Typical customer service job: $100k

This posting doesn't list pay. Use the typical customer service figure when pay comes up. See customer service jobs

Questions you could be asked

Tell me about a project where product strategy was part of your work. What did you do?
Tell me about a project where customer experience was part of your work. What did you do?
Tell me about a project where metrics framework was part of your work. What did you do?
Tell me about a project where cross functional leadership was part of your work. What did you do?
Tell me about a project where international markets was part of your work. What did you do?

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List these exact terms on your resume: Product Strategy, Customer Experience, Metrics Framework, Cross Functional Leadership, and International Markets. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.

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