Sr. Product Manager, Delivery Experience Improvement (DXI)

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