Sr. Product Manager, Delivery Experience Improvement (DXI)
Senior product manager at Amazon owning the end-to-end customer experience for the Middle Mile delivery network: hunting down the highest-impact fulfillment defects via data analysis, authoring PRDs, defining new KPIs and telemetry with BIE/analytics partners, and driving initiatives from discovery to launch.
- Compensation
- Not disclosed
- Location
- Seattle, Washington, USA
- Work setup
- Not specified
- Seniority
- Senior
- Employment
- Not specified
- Experience
- Not specified
- Category
- Product
- Posted
Must have
- Strong autonomy and a high tolerance for ambiguity
- Identify highest-impact customer experience gaps through data analysis
- Ruthlessly prioritize based on CPU contribution, customer impact, and operational feasibility
- Author PRDs and define product and business requirements
- Develop deep expertise in Middle Mile processes, defect taxonomy, and telemetry
- Drive initiatives from problem definition through launch without direct authority
- Create new KPIs and metrics where no adequate measure exists
- Own weekly, monthly, and quarterly business review cadence and present recommendations
Full 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