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Description

The Customer Service User Experience Team is looking for an enthusiastic, experienced, and collaborative Design Program Manager to focus on large language model quality initiatives and support teams who building internal tooling. 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 collaboration across UX, Tech, and Product and raising the UX quality bar through processes and 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

• Drive cross-functional engagement model, fostering collaboration across Product, Tech, and UX

• Manage day-to-day operations for writing and internal tooling teams to deliver a bar-raising customer experience

• Support quality initiatives that introduce UX guardrails to generative AI/Large Language Models

• Collaborate with tech, business & science teams and influence them to iterate on product to improve CX

• Communicate team progress to broader organization and to leadership

• Perform QA and compliance checks for LLM inputs

• Develop mechanisms and tools to help scale language audits and deliver insights to relevant stakeholders

A day in the life

Each day of the week will likely 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 drive quality and collaboration. For much of your job, you will partner closely with the UX writing team to develop and execute quality guardrails for Large Language Models. You will work across teams to create strong relationships with stakeholders and senior leadership. You will design and implement repeatable processes to help us close the loop on quality initiatives and demonstrate how each initiative drives impact.

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.

Basic Qualifications

• Bachelor’s degree or equivalent professional experience

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

• Experience working with UX design, UX writing, UX research, product teams, and engineering

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

Preferred Qualifications

• 2+ years of experience driving UX ops in a large, cross-functional team

• Experience with LLMs and AI driven technology

• Familiarity with QA processes, particularly within the context of AI/ML products

• Prior experience working as a UX writer, designer, researcher, or content designer

• 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 UX and 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 $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.