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
