Design Program Manager - Research Ops, Customer Service UX

DESCRIPTION

The Customer Service User Experience Team is looking for an enthusiastic, experienced, and collaborative Design Program Manager to focus on research operations and ensuring UX quality at scale. The Amazon Customer Service UX Studio powers the tools that our customers and associates 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 driving and scaling UX research by creating programs, processes, templates, and self-service mechanisms. 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

• Build, maintain, and manage research intake

• Plan and assist in the facilitation of regular associate and customer side-by-side sessions

• Establish strong partnerships with key stakeholders from operations, product, and tech

• Be the go-to program manager for recruiting participants for user research, managing the end-to-end recruitment process of identifying the right participants for research studies

• Oversee the research lab

• Support the management of existing and new research tools such as Dscout, Dovetail, Otter, and Asana

• Manage and maintain the UX research repository

• Support the UX Quality Mechanism, building and maintaining processes and tools that promote regular customer feedback, track insights, and enable ongoing experimentation

A day in the life

Each day of the week will likely be different, but you'll be working weekly with UX research, design, product, operations and tech teams to build and maintain processes and mechanisms to help the studio recruit associates, facilitate side-by-sides, track insights, intake work, and ensure quality UX in Customer Service products. You will partner closely with the UX Research team, as your primary focus will be supporting research operations.

About the team

The UX Operations team is a group of Design Program Managers. We're part of the bigger 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.

We are open to hiring candidates to work out of one of the following locations:

Seattle, WA, USA

BASIC QUALIFICATIONS

• Bachelor's degree or equivalent professional experience

• 4+ years of experience as a producer, program manager, project manager, UX researcher or similar role in a user experience or design team.

• Experience working with UX research

• Track record of working with UX teams in the development of digital products

PREFERRED QUALIFICATIONS

• 2+ years of experience leading research ops in a large, cross-functional team.

• Prior experience working as a UX designer, design technologist, UX researcher, or UX program manager

• 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 $66,500/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.