Design Program Manager, Customer Service UX
DESCRIPTION
The Customer Service User Experience Team is looking for an enthusiastic, experienced, and collaborative 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 Design Program Manager, you will be responsible for managing day-to-day operations across the studio. You will drive strategic alignment across various businesses and teams to enable the design and development of high-quality Customer Service Experiences. 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. If you are passionate about building processes and delivering outstanding user experiences, we want to hear from you.
Key job responsibilities
- Manage day-to-day operations to deliver bar raising customer experiences
- Implement repeatable processes and tools to help us scale, prioritize, plan, and manage work across teams
- Promote a sense of transparency, visibility, and community among all team members and stakeholders
- Facilitate cross-functional kick-off meetings, internal design reviews, and working sessions to drive coordinated execution
- Monitor program health metrics, identify and resolve roadblocks, and communicate progress to stakeholders
- Continuously optimize program management processes and mechanisms to drive efficiency and agility
- Champion the adoption of best practices and drive continuous improvements
- Track and manage work in Asana and other internal tools to ensure visibility for the team and stakeholders across verticals.
- Drive strategic alignment across cross-cutting initiatives
- Drive cross-org collaboration and share-out mechanisms, increasing visibility of UX and fostering cross-vertical synergies
A day in the life
Each day will be different, but you'll be working with UX writing, design, research, product, and tech teams to build and maintain processes that drive quality and collaboration. In a typical week you will be running various UX rituals, attending rituals run by product and tech, 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 for various ops programs, helping team prioritize work within Asana, and tracking and reporting on team 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
- Bachelor’s degree or equivalent professional experience
- 3+ years of experience as a producer, program manager, project manager, or similar role in a user experience or design team.
- Experience working with UX design, UX writing, UX research, product teams, and engineering
- Track record of working with UX teams in the development of digital products
PREFERRED QUALIFICATIONS
- 2+ years of experience driving design ops in a large, cross-functional team
- 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 $74,800/year in our lowest geographic market up to $159,900/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.