Senior UX Design Manager, Amazon Customer Service
Description
We're Amazon's Customer Service Team, and our mission is to make customer service interactions so good they become the primary reason customers choose Amazon. 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.
About the role
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, create roadmaps, and determine priorities for your team. You will partner closely with product and tech leaders, using quantitative and qualitative evidence to inform and guide UX direction.
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.
Qualifications
12+ years of design experience
7+ years of leading multi-disciplinary Design teams (ie. visual design, interaction design, user research, etc.)
Experience in life cycle design projects from design strategy through execution
Deep curiosity about and familiarity with generative AI
Benefits
Amazon offers comprehensive benefits including health insurance, 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.