The Global Accounts Receivable (GAR) Customer Experience team exists for one reason: make sure every customer interaction with Amazon's AR function is so valuable 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 needl