Senior UX Design Manager, Amazon Customer Service

About the role

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. 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.

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