Conversation Design Lead: AI CX at Scale

Amazon Inc.; Austin (TX); On-site; USD 140,000 - 210,000; Full time

Job summary

Amazon is seeking a hands-on Conversation Design Manager to lead the Customer Service design function. You will define voice, tone, and language guidelines for voice and text agents, create conversational specifications, prompts, and evaluation guidelines, and annotate data to improve model behavior.

You will partner with Product, Engineering, and Applied Science teams to deliver measurable customer experience improvements and to scale governance frameworks across global touchpoints.

Qualifications

• Proven experience leading design teams delivering customer-facing conversations.
• Experience defining voice, tone, and language guidelines for large-scale services.
• Ability to measure impact on customer experience and present results to leadership.
• Strong collaboration with Product, Engineering, and Research teams.

Responsibilities

• Leads with empathy for customers, service associates, and team members.
• Ensures high quality creative output through established methods.
• Invests in growing people, developing talent, and fostering collaboration.
• Presents design work to partners and executives for feedback and sign-off; coaches others.
• Prioritizes work using data, weighing trade-offs to drive alignment.
• Collaborates with product and business partners to align on shared goals.
• Develops processes to improve quality and efficiency for designers.
• Drives strategy for copy, language, and communication across Customer Service; sets voice and tone.
• Leads transformation from UX Writing to Conversation Design, governing chatbot writing and data annotation.

Skills

Team leadership

Empathy

Strategic thinking

Data-driven decisions

Stakeholder management

Mentoring/talent development

Communication design

Job description

Amazon is seeking a hands-on Conversation Design Manager to lead the Customer Service design function. You will define voice, tone, and language guidelines for voice and text agents, create conversational specifications, prompts, and evaluation guidelines, and annotate data to improve model behavior.

You will partner with Product, Engineering, and Applied Science teams to deliver measurable customer experience improvements and to scale governance frameworks across global touchpoints.