Sr Design Operations Lead, Amazon Customer Service

Amazon's mission is to be earth's most customer-centric company. In service of that mission, we are reinventing our customer service experiences, and we are looking for a Sr Design Operations lead to own a portfolio of connected programs spanning multiple business and development teams. This role goes beyond roadmap and task management - you will navigate ambiguity to shape long-term strategy, then translate that vision into launch plans balanced against organizational priorities and technical capabilities. You will shape how the UX studio measures success, setting team and organizational goals alongside program-level deliverables. You will establish processes which optimize UX best practices and enable the design studio build solutions for real customer needs. Partnering with product and development leads, you will align stakeholders, drive decisions, surface risks, and keep the studio focused on the experiences at the heart of our mission.

Key job responsibilities

- Create and facilitate design thinking workshops.

- Write and contribute to org-level operational docs including monthly/quarterly reviews and operating plans.

- Use AI capabilities to develop and govern operational mechanisms (tools, frameworks, quality standards) that increase the efficiency and productivity of UX designers, researchers, and design operation peers.

- Work on programs with a high level of ambiguity

- Coordinate roadmap prioritization with design, product, and development leads

- Lead through influence across peers and partner teams.

- Define and drive completion of team and org-level goals

- Communicate program status and strategy with executives and cross-functional partners

A day in the life

You want to be part of something great. You love being part of a highly collaborative and high-energy team that isn’t afraid to swing for the fences or exceed expectations even on tactical projects. You geek out over customer experience, tech and commerce and believe that no experience is perfect unless it delights customers in unexpected ways. You are a maker who believes the only way to sell your strategic vision is to craft exquisite design artifacts.

About the team

Our team is dedicated to empowering designers and researchers to focus on what they do best - creating exceptional experiences for customers. We build the operational backbone that makes design work run smoothly, from program management and tooling to process optimization and strategic planning. We are looking for someone who is curious, collaborative, and ready to shape the future of how design operates at Amazon. If you thrive on solving complex problems and want your work to have a lasting organizational impact, we would love to hear from you.

Basic qualifications

- 6+ years of design program management experience

- Experience managing UX programs and working with Design and Research

- Experience understanding needs of business and end customers and translating them into right solutions

- Experience escalating issues, anticipating and making trade-offs, balance the business need versus other constraints and maximize business benefit while building great customer experiences

- Knowledge of project management tools and methodologies (agile to waterfall)

- Knowledge of human-centered design process

- Experience working and contributing to project playbooks, building schedules, managing issues/risks, establishing communication plans and stakeholder management

Preferred qualifications

- Have an available online portfolio

- Experience with successfully deploying metrics for global, high-velocity teams at scale

- Experience in design

- CMA, or PMP certificate

- Experience using design tools and building presentations (e.g. Figma, Adobe Creative Suite, Miro, etc)

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 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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, TX, Austin - 129,500.00 - 175,100.00 USD annually

USA, WA, Seattle - 129,500.00 - 175,100.00 USD annually