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 - 3+ years of product management experience
- Experience managing technical products or online services
- Experience in product, program, or project management in leading cross-functional teams in delivery of major new products or services - Knowledge of SQL and VBA at an advanced level
- Experience building and analyzing cost/benefit scenarios and business cases and communicating results throughout the organization

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, GA, Atlanta - 116,300.00 - 160,000.00 USD annually