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Head of Customer Experience, Product Quality

Head of Customer Experience, Product Quality

Job ID 
Amazon Japan G.K.
Recruiting Team 

Job Description

At Amazon, we have zero tolerance for fraudulent actions, counterfeit items and any other activities to degrade customer experiences and we have taken various actions to protect the Amazon Marketplace from fraudsters, and will tirelessly continue to take such actions to protect our customers. We are looking for Head of Customer Experience to join our Seller Services team, reports directly to Director of Platform Management Team to design and implement policies and technologies, work with multiple Global and Local Stakeholders to define and lead our strategy to detect suspicious activity and take actions to prevent fraudulent transactions and improve account security, to constantly drive technical innovations to protect and enhance the buying experience on Amazon while minimizing friction for our Sellers, and to ensure buying and selling with confidence on This is a new role created in Amazon Japan, and will involve managing and developing a high performed team. This role has high visibility to Amazon Japan Leadership team and requires strong leadership skills to organize and lead v-teams to take immediate actions and get the results. If you are a person who has a strong passion to provide great customer experience with leveraging strategic and technical experience, this is the job for you.

Basic Qualifications

  • Bachelor’s degree or equivalent.
  • 10 years of experience in product management or similar role, preferably with a global focus
  • Experience using analytical skills to solve business problems
  • Define key success metrics, measure impact, and track the business benefits
  • Able to work independently to develop and execute strategies with minimal supervision
  • Outstanding written and oral communication skills in English (strong business level)
  • Experience developing and presenting to large groups (including senior executives), and comfortable discussing and defending ideas
  • A passion for bias for action and resolving critical threats to both Amazon’s customers and brand reputation immediately.
  • Work with global and local teams to develop unique strategies designed to anticipate and remove threats to customer experience
  • Ability to thrive in a cross functional (business leaders, legal, investigations, finance, analysts, software development, etc.) and ambiguous environments
  • Experience managing and developing people into exceptional leaders

Successful candidates have outstanding data analytical skills, enjoys auditing metrics, and dive deep into anecdotes. He or she will be confident in executive level reviews, is capable of working with Global stakeholders to get alignment on strategy and roadmap, and is willing and eager to roll up their sleeves to work on the front lines.

Preferred Qualifications

  • Experience in intellectual property protection (e.g. counterfeit, copyright, trademark) and/or product safety.
  • MBA degree