Global Head for Customer Experience & Risk , Amazon Agentic Payments

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.

• 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