Jen F.

About Jen F.

I’m an executive customer experience, operations, and product management leader with 24+ years of building, scaling, and transforming global service and product ecosystems across big tech and enterprise environments. My career spans 12+ years at Amazon and 12 years leading large-scale international operations at West Corporation, where I’ve consistently driven performance through a combination of customer obsession, operational rigor, and human-centered leadership.I specialize in designing global partner and vendor ecosystems, AI-enabled service strategies, and product-led operating models that turn complexity into clarity—and results. From leading FTE across 30+ countries to inventing Amazon’s executive-level Strategic Business Review (SBR) framework adopted across CS verticals, my work focuses on building systems that scale, products that reduce customer effort, and leaders who thrive.My background includes serving as a Principal Product Manager embedded within device, digital, and Alexa teams, where I translated Voice of Customer insights into product roadmaps, service specifications, and self-service capabilities that improved customer outcomes and operational efficiency.I’m passionate about developing leaders, modernizing service and product models through AI and automation, and creating cultures where performance and empathy coexist at scale.My opinions are my own.

Experience

1. Head of Global Enterprise Customer Service - Business

   Amazon

   Aug 2025 — Present

Education

• Creighton University

  BA, Journalism with emphasis in Advertising

  1992 — 1996

• AWS Skill Builder

  Generative AI Learning Plan for Non-Technical Amazonian Job Roles