DESCRIPTION

The Kindle/Books Design and Research Studio seeks a talented, motivated Senior UX Program manager to lead our customer experience (CX) quality assurance program. This role is critical in ensuring that our products and services meet the highest standards of quality and user experience before reaching our customers.

As Senior UX Program Manager, you will oversee the day-to-day operations of our CX-quality review process, optimizing workflows for intake, scheduling, and feedback communication. You'll work closely with a team of cross-functional senior leaders and stakeholders from across Kindle and Amazon’s Books business. A key aspect of your role will be continuously improving program processes, identifying opportunities for automation, and implementing tools to enhance efficiency and scalability. You'll be responsible for data analysis and reporting, overseeing the collection of program metrics and preparing regular performance reports for leadership. Additionally, you'll collaborate closely with Product Management, Design, and Engineering teams to integrate quality assurance processes into the product development lifecycle, ensuring that our commitment to exceptional user experience is reflected at every stage of development. By doing this you will enable dozens of feature teams working to rapidly deliver experiences that improve the lives of millions and millions of readers.

As a Senior UX Program Manager, you will be trusted to operate with a high degree of independence and ownership, including in areas where the program strategy has not yet been defined. Informing your judgement is deep knowledge and practical experience in product, software, and service design from concept creation to validation to development and release. Additionally, you have successfully created and managed a wide range of design-related processes, resources, and programs that have delivered measurable results.

You invent, evolve, improve, and simplify in a manner that scales across multiple teams, feature types, and development methodologies. You are flexible and comfortable with ambiguity, and adapt your approach to meet the needs of a broad set of partners. At the same time, you are adept at driving for clarity and alignment across partners and stakeholders.

Key job responsibilities
- Manage and optimize daily operations of the customer experience review process.

- Coordinate and support a team of cross-functional quality reviewers, ensuring consistent engagement and high-quality contributions.

- Continuously improve program processes, implementing tools and automation to enhance efficiency and scalability.

- Analyze program data and prepare regular performance reports for leadership and stakeholders.

- Collaborate with product, design, and engineering teams to integrate quality mechanisms into the product development lifecycle.

- Develop and maintain best practices, standard operating procedures, and training materials for the program.

- Drive data-informed decision-making to improve both product quality and program effectiveness.

- Engage with leadership to align program goals with broader organizational objectives and demonstrate impact.

About the team
Our mission is to inspire readers by making it easy to read more and get more out of reading. In pursuit of this, our 60+ person global Design Studio provides the user research, UX, and brand design for Kindle E-readers, Kindle apps for phones & tablets, Author & Publisher tools, and book shopping experiences used by millions of readers and thousands of authors around the world. We are looking for a passionate, design-focused, and customer-obsessed leader to join our team.