Description

The Customer Service User Experience Team is looking for an enthusiastic, experienced, and collaborative Senior Design Program Manager to join our studio. The Amazon Customer Service UX Studio powers the tools that our customers and associates around the world use to solve problems, ensuring that we remain the most customer-obsessed company in the world.

As a Senior Design Program Manager, you will drive strategic alignment across various businesses and teams to enable the design and development of high-quality Customer Service Experiences. You will own the Customer Service Design Library, building upon it and ensuring that it continuously meets the needs of customers and Amazon builders. You’ll get to collaborate with UX writers, designers, researchers, program managers, product managers, engineers, and BI analysts, and work on projects throughout the planning, design and development lifecycle. This is a highly visible role that will develop strategic partnerships, drive adoption of the quality assurance mechanisms, facilitate collaboration, and report against success metrics for various initiatives. If you are passionate about strategic planning, building processes, and delivering outstanding user experiences, we want to hear from you.

Key job responsibilities

• Develop, evolve, and champion all aspects of the design library

• Own the design system roadmap, documentation, contribution model, adoption strategy, and the Figma component library

• Anticipate issues that may arise from established patterns and identify opportunities to research and iterate upon them to promote continuous improvement

• Develop mechanisms for maintaining a high design bar for builders who are designing outside of existing design library guidelines

• Drive strategic UX planning and alignment across cross-cutting initiatives

• Regularly communicate program status with team, stakeholders, and senior management.

• Act as a liaison across UX, Product, and Tech teams to communicate and track interdependencies and milestones

• Establish frameworks to measure program effectiveness and impact, provide new insights, and allow for regular updates to leadership

A day in the life

Each day of the week will be different, but you'll be working weekly with UX writing, design, research, product, operations, tech, and science teams to build and maintain processes that will drive quality and scale UX resources across the organization. In a typical week you will be running various UX rituals, working with your fellow ops team to raise the bar on studio processes, and removing blockers to ensure the UX contributors have what they need to deliver their best work. A week may also include writing documentation, maintaining the Figma component library, and tracking and reporting on project health.

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include: 1. Medical, Dental, and Vision Coverage 2. Maternity and Parental Leave Options 3. Paid Time Off (PTO) 4. 401(k) Plan

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

About the team

The UX Operations team is a group of Design Program Managers. We're part of the Customer Service UX Studio, composed of UX research, design, voice design, and writing. Together, we own the Amazon Customer Service user experience for associates and customers. The UX Operations team is responsible for ensuring the studio has the right tools, processes, and people to enable the team to do its best work and to ensure UX quality at scale for all of Customer Service.

Basic Qualifications

• Knowledge of human-centered design process

• 6+ years of experience as a UX producer, design program manager, or UX designer or similar role in a user experience or design team.

• Bachelor’s degree or equivalent professional experience

• Track record of working with UX teams in the development of digital products

• Excellent communication skills and a talent for forming cross-discipline relationships

• Strong writing skills

Preferred Qualifications

• Prior experience as a UX Designer

• Proficient in Figma

• Experience working with Design Systems

• Experience working with agile methodologies

• Excellent communication, presentation, and storytelling skills

• Proven ability to use data and metrics to drive improvements

• Experience organizing and driving design sprints and customer journey mapping

• Knowledge of accessibility best practices

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $116,500/year in our lowest geographic market up to $192,600/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.