Senior Manager, UX Research, Amazon Delivery Experience

Description

At Amazon, we’re working to be the most customer-centric company on Earth — and that obsession starts with deeply understanding the people we serve. Amazon Delivery Experience (ADX) is one of Amazon’s larger design studios, responsible for the experiences of millions of customers receiving packages every day, and the hundreds of thousands of drivers and associates who make it happen.

In this role, you will lead customer research across Amazon Delivery — setting the research vision, building an always-on insight engine, and ensuring every product decision is grounded in real human needs. You’ll shape research strategy that spans shoppers, drivers, associates, and operations staff, connecting their diverse perspectives into a coherent understanding that drives innovation across the business.

As a Research Manager, you are both a strategic leader and a craft leader. You define research priorities at the highest level, influence product and design roadmaps, and personally champion the rigorous, creative methodology that raises the bar for the entire organization. You’ll mentor a talented team of researchers and partner closely with product managers, designers, and engineers to turn insight into action.

This is a truly unique position — one that offers access to field research with a diverse, deeply interesting customer base, the chance to make real, meaningful impact in people’s daily lives, and a long-tenured, talent-rich team at the forefront of research methodology in the industry.

Key job responsibilities
- Manage a team of user researchers
- Build and evangelize an always-on research database that is constantly being updated, so that customer needs are in the foreground for every product decision
- Identify innovation opportunities rooted in customer research
- Steward the development of new products based on your findings
- Uplevel the quality of product decision making across the organization

A day in the life
- Meet with senior leaders to understand how Amazon Delivery is evolving, and work with them to assess the biggest risks
- Derisk new product innovation by crafting and executing high-quality customer research
- Review research work from your team, and other members of the organization, ensuring scientific merit
- Inspect and improve mechanisms to conduct, evaluate and share research

About the team
At Amazon, we're working to be the most customer-centric company on Earth. We aim to delight our customers at every stage of their journey, from finding what they need and want, to deciding how and when they want to get it, to purchasing, managing, receiving, reordering, and returning. To deliver on our customer promises of low prices and fast delivery, we rely on an incredible system of businesses, facilities, processes, vehicles, technology and—above all—people. This is Amazon Delivery.

The Amazon Delivery Experience team leverages the power of design to create an engaging, safe, and efficient experience for our many partners, associates, managers, operators, and customers. We are creating bleeding-edge technology to solve some of the most complex logistical challenges on Earth.

Basic Qualifications

- Experience managing a team of UX Researchers
- Fluency with a variety of qualitative and quantitative research methodologies
- Bachelors Degree in Psychology, Human-Computer Interaction, Social Science or other relevant field

Preferred Qualifications

- Graduate degree in relevant field
- Familiarity with new research tooling that incorporates natural language, generative AI, and search
- Prior experience leading organizational transformation

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.