Product Manager, North America Surface Transportation Customer Experience (NAST CX)
Amazon's North America Surface Transportation Customer Experience team is seeking a Product Manager to drive the strategy, development, and optimization of products and programs that enhance the end-to-end customer experience across our surface transportation network. In this role, you will own the product vision and roadmap for initiatives that directly impact how customers perceive and interact with Amazon's delivery experience as it relates to our Middle Mile operations.
You will work backwards from customer needs to identify pain points, define opportunities, and deliver scalable solutions that improve on-time delivery, reliability, transparency, and overall satisfaction. This role requires close collaboration with cross-functional teams including engineering, operations, program, science, analytics, and business intelligence to translate complex transportation challenges into intuitive, customer-centric product experiences.
Key job responsibilities
- Product Strategy & Roadmap: Define and own the long-term product vision and roadmap for customer experience initiatives within North America Surface Transportation, aligning with broader organizational goals
- Customer Obsession: Leverage customer insights, data analysis, and voice-of-the-customer mechanisms to identify experience gaps and prioritize high-impact improvements
- Cross-Functional Leadership: Partner with engineering, operations, science, design, and program management teams to deliver products from concept through launch and iteration
- Stakeholder Management: Influence senior leadership through clear written narratives, rapid prototyping, and data-driven recommendations
- Metrics & Measurement: Define, track, and report on key performance indicators (KPIs) that measure customer experience outcomes and product success
- Operational Excellence: Balance customer experience improvements with cost efficiency and operational feasibility across the transportation network
- Innovation: Identify and evaluate emerging technologies, industry trends, and novel approaches to continuously raise the bar on customer experience
You will work backwards from customer needs to identify pain points, define opportunities, and deliver scalable solutions that improve on-time delivery, reliability, transparency, and overall satisfaction. This role requires close collaboration with cross-functional teams including engineering, operations, program, science, analytics, and business intelligence to translate complex transportation challenges into intuitive, customer-centric product experiences.
Key job responsibilities
- Product Strategy & Roadmap: Define and own the long-term product vision and roadmap for customer experience initiatives within North America Surface Transportation, aligning with broader organizational goals
- Customer Obsession: Leverage customer insights, data analysis, and voice-of-the-customer mechanisms to identify experience gaps and prioritize high-impact improvements
- Cross-Functional Leadership: Partner with engineering, operations, science, design, and program management teams to deliver products from concept through launch and iteration
- Stakeholder Management: Influence senior leadership through clear written narratives, rapid prototyping, and data-driven recommendations
- Metrics & Measurement: Define, track, and report on key performance indicators (KPIs) that measure customer experience outcomes and product success
- Operational Excellence: Balance customer experience improvements with cost efficiency and operational feasibility across the transportation network
- Innovation: Identify and evaluate emerging technologies, industry trends, and novel approaches to continuously raise the bar on customer experience
