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 ...