Manager, Conversation Design, Amazon Customer Service

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

Want to help people at an extraordinary scale? Amazon Customer Service is seeking a hands-on team manager to lead the critical Conversation Design function. Our mission is to make customer service interactions so good they become a primary reason customers choose Amazon. When our customers need help, we make solutions effortless. We innovate relentlessly, spending time with customer service associates, with customers in the field, in the UX research lab, and iterating on UX prototypes. Our work greatly impacts our customers' experience and is critical for Amazon.

In this role you will lead a team to define voice, tone, and language guidelines that shape how Amazon communicates with customers - creating conversational specifications, writing prompts, authoring evaluation guidelines, and annotating data to identify patterns in model behavior. You will be critical to providing high quality conversational interfaces across voice and text platforms, defining the strategic, building scalable documentation and governance frameworks, and partnering closely with Product, Engineering, and Applied Science teams to develop AI agents. This leader will be responsible for delivering measurable customer experience results, ensuring consistent and high quality voice and tone across Customer Service touchpoints.

Key job responsibilities

• 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.
• Presents 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.
• Drives the strategy for our overall copy, language, and communication for Customer Service. Aligns the organization on voice and tone.
• Leads a transformation of the function from UX Writing to Conversation Design, evolving from writing copy to shaping what chatbots write, applying guardrails, and annotating data.

A day in the life

You will partner closely with product and tech leaders, using quantitative and qualitative evidence to deliver high-impact design work at a global scale. The conversation design leader embodies and instills in their team customer-centric judgment throughout all parts of the design process, enables their team to validate their design strategies, and maintains the highest quality standards, while relentlessly advocating for high-quality customer experiences. Your organizational savvy will position the team to have optimal impact and deliver strong, measurable results. You sincerely believe that design is more than surface level; it's also about how it feels and functions.

About the team

The Customer Service Design team comprises a diverse group of product 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.