Overview
As the Global Head for Customer Experience & Risk, you will own the global charter for modernizing payment experiences, mitigating risk, and defining the new CX paradigms for the future. You will lead a high-performing team of product managers, the worldwide design team and directly own the risk operations team responsible for defining the fraud mental model, and delivering a frictionless and trusted customer experience worldwide. Key job responsibilities Define the vision for global customer experience for agentic payments ensuring seamless, accessible, and high-converting payment journeys across form factors. Own the worldwide fraud and risk charter, defining the authentication framework for agentic commerce and minimizing fraud in the system. You own the goals and implementation of processes to reduce fraud and bad debt through close collaboration with Buyer Risk Program teams. Define
Full job description
Full Job Description
As the Global Head for Customer Experience & Risk, you will own the global charter for modernizing payment experiences, mitigating risk, and defining the new CX paradigms for the future. You will lead a high-performing team of product managers, the worldwide design team and directly own the risk operations team responsible for defining the fraud mental model, and delivering a frictionless and trusted customer experience worldwide.
Key job responsibilities
- Define the vision for global customer experience for agentic payments ensuring seamless, accessible, and high-converting payment journeys across form factors.
- Own the worldwide fraud and risk charter, defining the authentication framework for agentic commerce and minimizing fraud in the system.
- You own the goals and implementation of processes to reduce fraud and bad debt through close collaboration with Buyer Risk Program teams.
- Define and communicate a compelling long-term product vision and strategy, translating broad organizational goals into a prioritized roadmap
- Partner closely with upstream product teams, Legal, Business Development and global engineering teams to architect scalable, compliant technical solutions.
- Lead, coach, and scale a team of senior PMTs, designers and operators, setting high bars for thinking big, technical execution, customer obsession, and operational excellence.
A day in the life You start your morning reviewing product metrics and customer signals to stay connected to the details of how your products are performing. Mid-morning, you join your product managers for a roadmap review, coaching them through prioritization trade-offs and helping them sharpen their written proposals. After lunch, you lead a cross-functional working session with engineering and design partners to align on upcoming launches. Later, you spend time on a strategic narrative for an upcoming executive review, then close the day with a one-on-one focused on a direct report's career growth.
About the team Our team builds technology products that serve customers at Amazon scale. We operate in a space where the problems are complex, the stakes are high, and the opportunity to make a lasting impact is real. We value thoughtful collaboration, clear written communication, and a genuine commitment to understanding our customers. We are building an inclusive team culture where every voice is heard and new ideas are welcomed. If you want to shape the future of how technology products are built and delivered at Amazon, we'd love to have you join us.
Basic Qualifications
- 10+ years of end to end product delivery experience
- 6+ years of team management experience
- Experience owning/driving roadmap strategy and definition
- Bachelor's degree
- Experience in the domain of fraud, risk management & operations
Preferred Qualifications
- Experience delivering consumer software products and services in a high growth environment
- Experience in payments or e-commerce
- Strong technical acumen with the ability to partner effectively with deep-tech engineering organizations
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, WA, Seattle - 197,900.00 - 267,800.00 USD annually
Requirements & qualifications
10+ years of end to end product delivery experience 6+ years of team management experience Experience owning/driving roadmap strategy and definition Bachelor's degree Experience in the domain of fraud, risk management & operations
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