Amazon
Manager, Conversation Design, Amazon Customer Service
$152K–$205K
Austin, TX +1 · Manager · Full-time · Posted Oct 16, 2026
- Location
- Austin, TX
Seattle, WA - Experience
- 6+ years of design experience; 3+ years of leading design teams experience. Experience managing teams.
About the job
Leads Amazon Customer Service’s Conversation Design team, setting communication strategy and creating scalable conversational experiences across voice and text, including AI agents.
What you'll do
- Sets Customer Service voice, tone, language, and conversation design strategy, and builds documentation and governance frameworks.
- Leads and develops the design team, establishing processes and quality standards and presenting work to partners and executives.
- Partners with Product, Engineering, and Applied Science to develop conversational interfaces and deliver measurable customer experience results.
What they ask for
- 6+ years of design experience.
- 3+ years of leading design teams experience; experience managing teams.
- Online portfolio or work samples demonstrating end-to-end, user-centered design solutions and patterns across desktop and mobile.
- Deep curiosity about generative AI and strong familiarity with it.
Nice to have
- Experience collaborating across teams and synthesizing input from product management, engineering, testing, and marketing.
- Experience with agile/scrum; experience creating conversational specifications, writing prompts, authoring evaluation guidelines, and annotating data to identify patterns in model behavior.
Pay
151,600.00 - 205,000.00 USD annually (base salary); 151,600.00 - 205,000.00 USD annually (base salary)
AI focus
Leads the shift from UX writing to Conversation Design, shaping chatbot outputs, applying guardrails, writing prompts, developing evaluation guidelines, and annotating data to identify patterns in model behavior; partners with teams to develop AI agents.
Model-written summary · the original posting is authoritative