Senior UX Design Manager, Amazon Customer Service

Amazon; Seattle (WA); On-site; USD 180,300 - 244,000; Full time

Benefits offered by this job

Health insurance

RSUs

401(k) matching

Paid time off

Parental leave

Sign-on payments

Job summary

Amazon’s Customer Service UX team seeks a hands-on UX design leader to mentor designers and drive strategy across multiple experiences, partnering with product and tech leaders to deliver bar-raising customer interfaces.

You will coach the team, use quantitative and qualitative evidence, and shape roadmaps while maintaining high design standards for a global customer base.

Qualifications

• 12+ years of design experience.
• 7+ years of leading multi-disciplinary design teams (visual, interaction, user research).
• Experience in lifecycle design projects from design strategy through execution.
• Deep curiosity about and familiarity with generative AI.

Responsibilities

• A role model, mentor, and motivator.
• 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.
• 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.

Skills

12+ years of design experience

7+ years of leading multi-disciplinary

Lifecycle design projects

Generative AI familiarity

Job description

We’re Amazon’s Customer Service Team, and our mission is to make customer service interactions so good they become the primary reason customers choose Amazon. When our customers have problems, we make solutions effortless, and when they need additional help, we ensure the best possible human support through industry‑leading tools. We innovate relentlessly, spending time in contact centers, 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. This role is for a hands‑on UX design leader who enables a team of talented UX designers to deliver bar‑raising experiences for customers around the world. In this role, you will drive UX strategy across multiple user experiences, creating roadmaps and determining priorities for your team. You will partner closely with product and tech leaders, using quantitative and qualitative evidence to inform and guide UX direction. The right candidate will coach their team from a deep understanding of UX best practices, and embody a nimble, creative, and pragmatic approach that pushes the boundaries of agile UX. 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.

Key job responsibilities

• A role model, mentor, and motivator.
• 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.
• 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.

A day in the life

The role involves close partnership with senior product managers, tech leaders, and partner teams to deliver high‑impact design work at a global scale. The 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 design standards, while relentlessly advocating for high‑quality customer experiences.

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 lifecycle 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

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Benefits include a base salary range of USD 180,300.00–244,000.00 annually for USA, TX, Austin and the same range for USA, WA, Seattle. Your Amazon package will include sign‑on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.