AmazonSr Design Operations Lead, Amazon Customer Service
Amazon is hiring a Sr Design Operations Lead, Amazon Customer Service in Seattle, United States. It pays $130k-$175k a year and Level rates it ; you can apply on Amazon.
Level's read on this job
- Level rates this customer service role Works on AI ●●●○: the daily work is on AI products, without building the model.
- The listed pay starts 30% above the typical customer service posting on Level.
- Tools and skills the posting cites include design operations, program management and design thinking.
- Level classifies it as a senior role.
- Level lists 21,000+ other open roles at Amazon.
AI in this role
Senior Design Operations Lead utilizing AI capabilities to govern operational mechanisms and increase UX team efficiency.
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
How we rate this
Sr Design Operations Lead, Amazon Customer Service at Amazon rates 65 out of 100 for how much of the daily work is AI. That makes it Works on AI (AI Level 3 of 4). The level is about AI in the job, not seniority.
Works on AI. The daily work is on AI products, without building the model.
- ●●●● Builds AI80 to 100
- ●●●○ Works on AI60 to 79
- ●●○○ Uses AI40 to 59
- ●○○○ Little AI0 to 39
Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.
Prepare for this job
Built from this posting and from similar jobs on Level.
Skills and AI tools this role asks for
Also common in customer service jobs at this level
Pay
- This job starts at
- $130k
- Typical customer service job
- $100k
This posting starts 30% above the typical customer service job. See customer service jobs
Questions you could be asked
- Tell me about a project where design operations was part of your work. What did you do?
- Tell me about a project where program management was part of your work. What did you do?
- Tell me about a project where design thinking was part of your work. What did you do?
- Tell me about a project where ai tools was part of your work. What did you do?
- Describe a typical day in a role like this one: which parts run through AI directly?
Adapt your resume
- List these exact terms on your resume: Design Operations, Program Management, Design Thinking, and AI Tools. An applicant tracking system matches the wording, not the idea.
- Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
- Show where AI is part of your daily process, not a one-off project. This role expects it to be a running habit.
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