Senior Customer Experience Manager

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