Sr Tech Product Manager, Customer Fulfillment Experience

Brazil Customer Fulfillment Experience (CFX) is looking for a Sr. Technical Product Manager to own BR CFX product development in partnership with our global teams. As a Sr. Product Manager, you will be responsible for customer experiences with considerable scope and complexity — whether a complete product, a significant capability within a platform, or a customer-facing experience requiring cross-team coordination. You will own products development management and design business requirements (technical and functional) with meaningful technical difficulty: products that may appear simple on the surface but are deeply technical, sit within complex systems, and require both strong technology judgment and business domain knowledge to make the right trade-offs.

In this role, the problem, opportunity, and strategy are often not pre-defined. You will use your expertise and judgment to determine the right goals and design long-term solutions, taking the lead on initiatives and delivering independently while seeking direction when needed. You will act as the Voice of the Customer across Promise, Messaging, Address, and Returns experiences — resolving customer trustbusters, improving non-Prime settlement rates, reducing address-led undeliverable defects, and unlocking Speed and ship-fee experimentation. Your work will create value through measurable outcomes across customer experience, brand, business growth, and operational excellence.

Key job responsibilities

• Own vision and strategy - Define the vision (PR/FAQ), problem statement, tenets, and strategy for your product area. Own the roadmap and priorities, making crisp decisions about what moves forward and in what order.
• Serve as Voice of the Customer - Generalize requirements across diverse customer personas and use cases (Prime and non-Prime) and multiple business channels. Work backward from customer needs, engaging customers directly, and distinguish representative signal from anecdotal feedback using VOC connects, DEX generative studies, support tickets, and usage data.
• Drive deep technical engagement - Understand the core technologies and architecture behind your product — workflows, APIs, runtime characteristics, design limitations, and maintenance requirements. Evaluate technical proposals for extensibility, performance, and scalability; recognize when a design limits scale or future innovation; and know when a design warrants deeper review from a Principal Engineer. You may define technical requirements for APIs and algorithms.
• Make data-informed decisions - Define success criteria, KPIs, and metrics, distinguishing output metrics (adoption) from outcome metrics (customer satisfaction, business impact). Find the highest-leverage input metrics in operational reviews (WBR/MBR), and drive decisions with judgment when data is incomplete.
• Balance trade-offs - Hold the tension between business outcomes and customer value, keeping customer value as the primary lens. Balance short-term delivery pressure with long-term architectural integrity, and know when technical shortcuts create unacceptable debt versus when pragmatic trade-offs accelerate learning.
• Partner on experience and delivery - Work with design and engineering on mockups, prototypes, and acceptance criteria; balance compliance, localization, and accessibility constraints; own launches and performance before and after launch; and monitor operational health, addressing issues with appropriate urgency.
• Lead cross-functionally - Influence without authority across engineering, science, design, finance, legal, marketing, and operations. Write strategic narratives (6-pagers, PR/FAQs), contribute to planning cycles, and drive product discussions with senior managers and Directors regularly, and VPs occasionally.
• Prioritize operational excellence - Understand the impact of technical backlog on a product's future and the team's ability to execute, and prioritize operational excellence work alongside feature delivery on the roadmap.
• Apply AI leverage - Assess how AI capabilities reshape product architectures, recognize when AI enhances versus complicates design, and use AI to accelerate prototyping, specification, documentation, and insight generation.

A day in the life

• Morning: review customer and data signal. You start by reviewing WBR/MBR dashboards for delivery-promise and returns trends, scanning the highest-leverage input metrics and a batch of VOC comments from the latest monthly connect. You spot a pattern in address-led undeliverable defects and open a dive-deep doc to frame the underlying problem rather than the surface request.
• Mid-morning: start technical depth reviews. You join an architecture review with Senior Engineers to evaluate a proposed change to the Promise service. You probe extensibility and scale implications, surface a technical-debt risk, and agree the design warrants a quick Principal Engineer review before commitment.
• Midday: writing and review business strategies. You block focus time to advance a PR/FAQ for a non-Prime delivery experience experiment, reasoning from first principles about one-way versus two-way door decisions and defining the success metrics.
• Afternoon: cross-functional alignment. You align with design on a messaging prototype, sync with Legal on a localization/compliance constraint, and work with a partner team in EM or central teams on a regional customization — accepting it only where the benefit clearly outweighs technical debt and operational burden.
• Late afternoon: delivery and stakeholders. You unblock engineering on acceptance criteria for an upcoming launch, review post-launch operational health on a recent feature, and prep a short narrative update for a Sr. Leadership review. You close the day mentoring a junior PM on how to separate representative signal from anecdote.

About the team

BR CFX, Speed & Delivery CX

The BR CFX CX workstream was created with a vision to build a delightful, easy-to-navigate, and reliable experience by resolving customer trustbusters across the shopping journey, customer types, and key functional areas — Promise, Messaging, Address, and Returns. The team is a ring-fenced two-pizza team built on the hypothesis that these investments drive higher engagement with Prime customers, improve non-Prime settlement rate %, reduce address-led undeliverable defect rate, and create revenue streams via Speed marketing and ship-fee experiments.

• What we own: Our key feature areas are Address (reducing address-led undeliverable defect rate), Prime Delivery Experience, and Non-Prime Delivery Experience — spanning India and Emerging Markets.
• How we stay close to the customer: VOC through monthly and quarterly connects; quarterly DEX generative studies to understand customer comprehension and benchmark our features; and WBR/MBR mechanisms for customer trends.

Our tenets (unless you know better):

• As guardians of the delivery and returns experience in BR, we build customer trust by maintaining clarity, consistency, and accuracy across touch points and delivery programs, keeping features flexible enough to cover the breadth of programs and relying on data to justify program-level customizations.
• We earn customers' trust and maximize long-term value, rather than optimizing for short-term profit or individual programs.
• We power the delivery and returns CX using accurate data from upstream sources.
• We prioritize customizations in the best interest of customers, experimenting with regional customizations and accepting those where the benefit greatly outweighs the technical debt and operational burden.
• We treat automated testing as a prerequisite to submitting code and avoid reliance on manual testing.
• As stewards of BR delivery and returns CX, new programs or CX changes in BR are reviewed and approved by this team.

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