Sr. Product Manager, Delivery Experience Improvement (DXI)

Saved job description

As Senior Product Manager for Middle Mile & Fulfillment, you will own the end-to-end customer experience across the Middle Mile network and drive defect identification and elimination across a focused set of high-impact opportunities. You will not be handed a tidy problem statement. We have more customer experience gaps than people to work them, and your first job is to find the ones that matter most: where defect volume is highest, where customer impact is greatest, and where Amazon has real leverage to act.

This role requires strong autonomy and a high tolerance for ambiguity. You will build relationships with operational and technical partners across the delivery network, develop a point of view on where to focus, and drive initiatives from discovery through launch -- authoring PRDs, defining product requirements, and holding the thread from upstream process failure to downstream customer outcome. Your work will directly contribute to CPU reduction at the S-Team level and will help define the Middle Mile KPI framework that does not yet fully exist.

Key job responsibilities

- Own the end-to-end customer experience across the Middle Mile network

- Develop deep expertise in processes, defect taxonomy, and the telemetry that makes performance visible

- Identify the highest-impact customer experience gaps in Middle Mile & Fulfillment through data analysis

- Ruthlessly prioritize based on CPU contribution, customer impact, and operational feasibility

- Author PRDs and define product and business requirements

- Own the relationship with upstream partners (Middle Mile Tech, First Mile) and downstream partners (Last Mile Tech, ShipTech, Geospatial, Product Experience, Program teams across CXI/DXI, CXI Tech)

- Drive initiatives from problem definition through launch: align stakeholders, unblock dependencies, resolve ambiguity, and hold partners accountable to milestones without direct authority

- Identify gaps in existing Middle Mile measurement

- Create new KPIs and metrics where no adequate measure exists

- Partner with BIEs and analytics teams to build the dashboards and telemetry that make defects visible before customers feel them

- Own the weekly, monthly, and quarterly business review cadence for your portfolio; interpret trends, present findings, and arrive with a clear recommendation on resource allocation and prioritization

- Contribute directly to CPU reduction as it scales to an S-Team-level goal

- Establish frameworks that help operational and technical partners balance risk against efficiency

Requirements: - 5+ years of product or program management, product marketing, business development or technology experience

- Bachelor's degree or equivalent

- Experience owning/driving roadmap strategy and definition

- Experience with end to end product delivery

- Experience with feature delivery and tradeoffs of a product

- Experience as a product manager or owner

- Experience owning technology products

- Experience converting insights into strategy and communicating complex ideas clearly and logically in written communication