Head of Conversation Design & AI for Customer Service

Amazon Inc.

Memphis (TN)

On-site

USD 152,000 - 205,000

Full time

8 days ago

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Benefits offered by this job

Health insurance

RSUs (restricted stock units)

401(k) matching

Paid time off

Parental leave

Job summary

Amazon is seeking a hands-on team manager to lead the Conversation Design function within Amazon Customer Service. You will define voice and language guidelines, author prompts, and governance frameworks, partnering with Product, Engineering, and Applied Science to deliver high-quality AI agents.

This role drives measurable customer experience improvements and transforms UX Writing into Conversation Design.

Qualifications

6+ years of design experience.
3+ years of leading design teams.
Experience managing teams.
Have an online portfolio or samples of work on resume, demonstrating end-to-end, user-centered design across desktop and mobile.
A deep curiosity about generative AI and strong familiarity with it.

Responsibilities

Lead a team to define voice, tone, and language guidelines for customer communications.
Create conversational specifications, writing prompts, and evaluation guidelines.
Annotate data to identify patterns in model behavior.
Develop scalable documentation and governance for AI agents.
Collaborate with Product, Engineering, and Applied Science teams to develop AI agents.
Deliver measurable customer experience results with consistent voice across touchpoints.
Drive the strategy for overall copy, language, and communication for Customer Service.
Transform UX Writing to Conversation Design, shaping chatbot copy and applying guardrails.