Senior UX Design Manager, Amazon Customer Service

Key job responsibilities

• A role model, mentor, and motivator.
• Leads with deep empathy for our customers, our customer service associates, and team members.
• 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.

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.

Basic 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

Preferred Qualifications

• Experience leading a diverse team in the delivery of experiences from end to end (user flows, wireframes, high-fidelity visuals)
• Experience in ownership of projects and communicating timelines and executing independently