Head of Conversation Design and AI UX Writing

Amazon Inc.; Seattle (WA); On-site; USD 152,000 - 205,000; Full time

Job summary

Amazon.com Services LLC is seeking a hands-on team manager to lead the Conversation Design function within Customer Service. You will shape voice, tone, and language guidelines, write prompts, and develop documentation and governance for scalable AI agents.

You will collaborate with Product, Engineering, and Applied Science to deliver measurable customer experience improvements at scale. The role emphasizes leadership, design excellence, and transforming UX Writing into Conversation Design to

Qualifications

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

Responsibilities

• Leads with deep empathy for customers, partners, and team members.
• Ensures creative quality and scalable design processes.
• Invests in growing people, fostering inclusion, and collaboration.
• Presents design work to partners and leadership for review, feedback, and sign-off; coaches others to do the same.
• Drives strategy for voice, language, and communication across Customer Service.

Skills

Design experience

Team leadership

People management

Portfolio

Generative AI interest

Job description

Amazon.com Services LLC is seeking a hands-on team manager to lead the Conversation Design function within Customer Service. You will shape voice, tone, and language guidelines, write prompts, and develop documentation and governance for scalable AI agents.

You will collaborate with Product, Engineering, and Applied Science to deliver measurable customer experience improvements at scale. The role emphasizes leadership, design excellence, and transforming UX Writing into Conversation Design to