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.