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Description

Have you ever witnessed or felt the frustration of talented teams working in silos, knowing there must be a better way to align efforts and share knowledge across an organization? Amazon Delivery’s Customer Experiences team (ADX CX) is seeking a Senior Design Program Manager to architect the operational backbone that enables our design teams and partners to work seamlessly together, creating transparency and repeatable processes that amplify our collective impact. You'll identify and champion innovative ways to scale efficiency across the organization, while personally coaching individuals and managers with solutions tailored to their unique challenges and working styles. In direct partnership with senior leaders and our broader design organization, you'll define what operational excellence looks like at scale, transforming how our teams work together to deliver exceptional customer experiences. As you pursue operational excellence in CX, you will also join a community of design program managers in our broader ADX organization to leverage ideas and share learnings across teams.

Key job responsibilities

As a key driver in designing solutions and up-leveling our team's operational excellence, you will:

- Establish and scale team scrum ceremonies (stand-up, sprint planning, retros, etc)

- Evolve, document and model team mechanisms

- Compose design program PRFAQ’s, business review docs, and work-back plans

- Advocate for the happiness and productivity of your designers

- Forge relationships with product and engineering leaders to maximize design contributions

- Protect vision and align design team goals

- Captain team communications and oversee releases

About the team

The Amazon Delivery’s Customer Experience team (ADX CX) team is a diverse group of designers and researchers that share our experiences and help each other succeed. We operate within the broader Amazon Delivery Experience design organization that includes teams focused on operational and transportation experiences critical to the success of the holistic delivery journey. We value individuals who drive inspiration, collaboration, and connection by bringing their authentic selves to work and respecting everyone’s unique voices. We love complex problems, growing in fast-evolving environments, taking action, and learning from mistakes. We champion the customer voice (spoken and unspoken) through objective insights that inform the collective design and increase customer empathy across Amazon. Our creative work impacts millions of customers worldwide and we are proud to be a part of it.

Basic Qualifications

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

- Knowledge of human-centered design process

- 5+ years of design program management experience

Preferred Qualifications

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

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

- Experience gathering and analyzing large amounts of data and delivering continuous business improvements

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $116,500/year in our lowest geographic market up to $192,600/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.