UX Design Manager, Customer Engagement Technology
Apply NowCompany: Amazon
Location: Seattle, WA 98115
Description:
At Amazon, we strive to be Earth's most customer-centric company. The Amazon Customer Service UX Studio is key to that mission, defining UX that empowers our customer service teams to deliver world-class support. We are seeking a UX Design Manager to lead our team in reimagining the suite of tools used by our Customer Service Associates and internal teams. These tools are critical for efficiently resolving customer issues, analyzing performance, and driving continuous improvement across Amazon's global customer service operations.
In this role, you will lead a team of designers to create next-generation experiences, overseeing the design of solutions that serve diverse internal users across multiple geographies, time zones, and business units. You should be a UX leader with a strong strategic vision and a desire to deeply understand both customer and operational needs. You excel at focusing on the big picture, connecting dots across complex systems, while simultaneously diving deep into the details to create bar-raising experiences.
As a systems-oriented thinker, you thrive on solving ambiguous and multi-faceted problems, simplifying highly technical challenges in elegant ways. You're passionate about driving innovation by anticipating future needs and looking around corners. You will partner closely with product management, science, engineering, and operations teams to both solve immediate challenges and shape the future of customer service experiences. You will leverage emerging technologies and deep customer insights to drive the business toward unprecedented, user-centric solutions. Your ability to synthesize operational insights into clear design narratives and use data to influence stakeholders will be crucial for building alignment and driving change.
As a UX Design Manager, you will develop best-in-class experiences in a fast-paced, high-impact environment, from early-stage concepts to global implementation. As a pragmatic leader, you'll translate complex operational challenges into actionable design strategies that serve diverse internal users, from front-line Customer Service Associates to senior leadership.
Key job responsibilities
- Effectively hire, manage performance, and coach team members to foster innovation and growth
- Act as a role model, mentor, and motivator while building strong relationships across operations, product, and engineering teams
- Drive strategic UX vision and initiatives to improve the overall operational experience
- Lead data-informed design decisions that balance user needs with operational efficiency
- Build alignment across divergent views and manage escalations effectively
- Establish and maintain mechanisms for measuring design impact and success
- Drive end-to-end design processes, from research and concept to launch
- Build compelling narratives that connect operational insights to business opportunities
BASIC QUALIFICATIONS
- 8+ years of UX design experience, with at least 3 years in a management or leadership role
- Strong portfolio demonstrating leadership of complex enterprise tool design projects
- Proven track record of driving large-scale UX initiatives that improve operational efficiency
- Experience in stakeholder management and presentation to diverse audiences
- Experience building consensus through clear communication and strong rationale
- Deep understanding of customer service operations and contact center environments
- Expertise in design systems and pattern libraries for enterprise applications
- Bachelor's degree in Design, HCI, or equivalent experience
- Expert knowledge of design and prototyping tools such as Figma and ProtoPie
PREFERRED QUALIFICATIONS
- 5+ years leading UX teams in enterprise software environments
- Experience designing tools for large-scale operational environments
- Strong background in data-driven design and performance optimization
- Exceptional design craft and systems thinking, with a proven ability to create sophisticated, coherent design systems at scale
- Experience working cross-team and synthesizing feedback and input from product management, engineering, and testing
- Advanced knowledge of AI, machine learning, and natural language processing, with the ability to leverage these technologies in user-centric design solutions
- Master's degree in Design, HCI, or related field
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.
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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $136,400/year in our lowest geographic market up to $225,500/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.
In this role, you will lead a team of designers to create next-generation experiences, overseeing the design of solutions that serve diverse internal users across multiple geographies, time zones, and business units. You should be a UX leader with a strong strategic vision and a desire to deeply understand both customer and operational needs. You excel at focusing on the big picture, connecting dots across complex systems, while simultaneously diving deep into the details to create bar-raising experiences.
As a systems-oriented thinker, you thrive on solving ambiguous and multi-faceted problems, simplifying highly technical challenges in elegant ways. You're passionate about driving innovation by anticipating future needs and looking around corners. You will partner closely with product management, science, engineering, and operations teams to both solve immediate challenges and shape the future of customer service experiences. You will leverage emerging technologies and deep customer insights to drive the business toward unprecedented, user-centric solutions. Your ability to synthesize operational insights into clear design narratives and use data to influence stakeholders will be crucial for building alignment and driving change.
As a UX Design Manager, you will develop best-in-class experiences in a fast-paced, high-impact environment, from early-stage concepts to global implementation. As a pragmatic leader, you'll translate complex operational challenges into actionable design strategies that serve diverse internal users, from front-line Customer Service Associates to senior leadership.
Key job responsibilities
- Effectively hire, manage performance, and coach team members to foster innovation and growth
- Act as a role model, mentor, and motivator while building strong relationships across operations, product, and engineering teams
- Drive strategic UX vision and initiatives to improve the overall operational experience
- Lead data-informed design decisions that balance user needs with operational efficiency
- Build alignment across divergent views and manage escalations effectively
- Establish and maintain mechanisms for measuring design impact and success
- Drive end-to-end design processes, from research and concept to launch
- Build compelling narratives that connect operational insights to business opportunities
BASIC QUALIFICATIONS
- 8+ years of UX design experience, with at least 3 years in a management or leadership role
- Strong portfolio demonstrating leadership of complex enterprise tool design projects
- Proven track record of driving large-scale UX initiatives that improve operational efficiency
- Experience in stakeholder management and presentation to diverse audiences
- Experience building consensus through clear communication and strong rationale
- Deep understanding of customer service operations and contact center environments
- Expertise in design systems and pattern libraries for enterprise applications
- Bachelor's degree in Design, HCI, or equivalent experience
- Expert knowledge of design and prototyping tools such as Figma and ProtoPie
PREFERRED QUALIFICATIONS
- 5+ years leading UX teams in enterprise software environments
- Experience designing tools for large-scale operational environments
- Strong background in data-driven design and performance optimization
- Exceptional design craft and systems thinking, with a proven ability to create sophisticated, coherent design systems at scale
- Experience working cross-team and synthesizing feedback and input from product management, engineering, and testing
- Advanced knowledge of AI, machine learning, and natural language processing, with the ability to leverage these technologies in user-centric design solutions
- Master's degree in Design, HCI, or related field
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.
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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $136,400/year in our lowest geographic market up to $225,500/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.