Senior UX Design Manager, Amazon Customer Service

UX Design Leader

We're Amazon's Customer Engagement Technology Team, and our mission is to design Earth's best customer service, where every interaction is intuitive, effortless, seamless, and empathetic. When our customers have problems, we make solutions effortless, and when they need additional help, we ensure the best possible human support through industry-leading tools. We innovate relentlessly, spending time in contact centers, with customers in the field, in the UX research lab, and iterating on UX prototypes. Our work greatly impacts our customers' experience and is critical for Amazon.

This role is for a hands-on UX design leader who enables a team of talented UX designers to deliver bar-raising experiences for customers around the world. In this role, you will drive UX strategy across multiple user experiences, creating roadmaps and determining priorities for your team. You will partner closely with product and tech leaders, using quantitative and qualitative evidence to inform and guide UX direction. The right candidate will coach their team from a deep understanding of UX best practices, and embody a nimble, creative, and pragmatic approach that pushes the boundaries of agile UX. Your organizational savvy will position the team to have optimal impact and deliver strong, measurable results. You sincerely believe that design is more than surface level; it's also about how it feels and functions.

Key job responsibilities :

• A role model, mentor, and motivator.
• Leads with deep empathy for our customers, our customer service associates, and team members.
• Ensures creative quality through the methods and mechanisms set in motion.
• Invested in growing people, developing talent, creating an inclusive and inspiring environment, and fostering collaboration.
• Experience presenting design work to partners and executive leadership for review, feedback, and sign-off. Coaches others to do the same.
• Prioritizes effectively, uses data to inform decisions, weighs the impact and trade-offs of decisions, and seeks input where needed to drive alignment.
• Works closely with product and business partners to develop a shared vision and leads a process to define and design experiences that deliver on those shared objectives.
• Develops processes that drive quality and efficiency to help designers accomplish more than they could otherwise.

A day in the life :

The role involves close partnership with senior product managers, tech leaders, and partner teams to deliver high-impact design work at a global scale. The design leader embodies and instills in their team customer-centric judgment throughout all parts of the design process, enables their team to validate their design strategies, and maintains the highest design standards, while relentlessly advocating for high-quality customer experiences.

About the team :

The Customer Service UX team comprises a diverse group of UX designers, researchers, writers, and program managers with a shared mission to make every experience we design intuitive, effortless, seamless, and empathetic. We trust each other, collaborate regularly, and work together to ensure we all raise the bar on UX quality. We work hard; however, we also strive to support each other, remain genuine, and create a positive culture that balances work and personal life.