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 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 driving and scaling 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
- Plan and assist in the facilitation of regular agent and customer side-by-side sessions
- Assist with cross-discipline heuristic review sessions, from planning to execution to follow-up
- Manage logistics for monthly concept testing sessions, including intake, planning, recruiting, and session support.
- 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
- Support the management of existing and new research tools such as Dscout, Asana, Qualtrics, and internal tools
- Manage, scale, and maintain the UX research repository and other research documentation

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 customer service associates, facilitate side-by-sides, track insights, 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.

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.- Bachelor’s degree or equivalent professional experience
- 3+ years of experience as a producer, program manager, project manager, UX researcher or similar role in a user experience or design team.
- Experience conducting UX research
- Track record of working with UX teams in the development of digital products- 2+ years of experience driving research ops in a large, cross-functional team.
- Prior experience working as a UX researcher or research ops professional
- 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
- Experience with data analytics

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.