UX Design Manager, Customer Engagement Technology
UX Design Manager, Customer Engagement Technology
Posted on :
05-05-2025
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1 Vacancy
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Job Description
At Amazon we strive to be Earths most customercentric company. The Amazon Customer Service UX Studio is key to that mission defining UX that empowers our customer service teams to deliver worldclass 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 Amazons global customer service operations.
In this role you will lead a team of designers to create nextgeneration 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 barraising experiences.
As a systemsoriented thinker you thrive on solving ambiguous and multifaceted problems simplifying highly technical challenges in elegant ways. Youre 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 usercentric 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 bestinclass experiences in a fastpaced highimpact environment from earlystage concepts to global implementation. As a pragmatic leader youll translate complex operational challenges into actionable design strategies that serve diverse internal users from frontline 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 datainformed 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 endtoend design processes from research and concept to launch
Build compelling narratives that connect operational insights to business opportunities
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 largescale 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
Bachelors degree in Design HCI or equivalent experience
Expert knowledge of design and prototyping tools such as Figma and ProtoPie
5 years leading UX teams in enterprise software environments
Experience designing tools for largescale operational environments
Strong background in datadriven design and performance optimization
Exceptional design craft and systems thinking with a proven ability to create sophisticated coherent design systems at scale
Experience working crossteam 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 usercentric design solutions
Masters degree in Design HCI or related field
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability 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 for more information. If the country/region youre applying in isnt 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 $136400/year in our lowest geographic market up to $225500/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on jobrelated knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity signon 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 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 nextgeneration 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 barraising experiences.
As a systemsoriented thinker you thrive on solving ambiguous and multifaceted problems simplifying highly technical challenges in elegant ways. Youre 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 usercentric 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 bestinclass experiences in a fastpaced highimpact environment from earlystage concepts to global implementation. As a pragmatic leader youll translate complex operational challenges into actionable design strategies that serve diverse internal users from frontline 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 datainformed 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 endtoend design processes from research and concept to launch
Build compelling narratives that connect operational insights to business opportunities
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 largescale 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
Bachelors degree in Design HCI or equivalent experience
Expert knowledge of design and prototyping tools such as Figma and ProtoPie
5 years leading UX teams in enterprise software environments
Experience designing tools for largescale operational environments
Strong background in datadriven design and performance optimization
Exceptional design craft and systems thinking with a proven ability to create sophisticated coherent design systems at scale
Experience working crossteam 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 usercentric design solutions
Masters degree in Design HCI or related field
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability 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 for more information. If the country/region youre applying in isnt 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 $136400/year in our lowest geographic market up to $225500/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on jobrelated knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity signon 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 This position will remain posted until filled. Applicants should apply via our internal or external career site.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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