Sign Language Subject Matter Expert, Customer Experience, PXT Disability & Leave Service

Sign Language Subject Matter Expert, Customer Experience, PXT Disability & Leave Service

Job :  |  Services LLC

Amazon is seeking an American Sign Language (ASL) Subject Matter Expert (SME), Customer Experience to support the launch and ongoing development of sign language tools. This role is central to ensuring the tool meets the real-world needs of the Deaf and Hard of Hearing (DHH) community — serving as the voice of the customer, the standard-bearer for ASL quality, and a key driver of education and adoption across pilot sites.

This is a unique opportunity for a fluent, community-connected ASL professional to shape language access at scale.

• Actively contributing to pilot Quality Assurance (QA) with structured feedback on ASL accuracy and sign production
• Education and adoption materials are reviewed, updated, and in use at pilot sites
• Process gaps are documented with initial improvement recommendations submitted
• Strong working relationships established with product, engineering, service delivery, and pilot site stakeholders

• Serve as the primary ASL language expert on the product team, providing guidance on ASL grammar, linguistics, and sign production standards
• Assess and evaluate interpretations, functioning as the lead QA resource for ASL accuracy and naturalness
• Support the execution of first-party (1P) and third-party (3P) pilot programs, including site coordination, stakeholder engagement, and day-to-day operational support
• Lead education and adoption efforts for the tool, develop training materials and deliver onboarding sessions for pilot participants
• Identify gaps in processes and workflows; develop and advocate for improvements based on user feedback and observed outcomes
• Serve as a liaison between the DHH community, interpreting professionals, and the product/engineering team
• Bring a strong community perspective to product decisions, ensuring the tool reflects the lived experience of DHH users
• Learn and utilize AI tools, Amazon internal systems, and other platforms as needed to support pilot operations

Your day might include reviewing error reports and quality findings, joining sprint check-ins with engineering and cross-functional stakeholders, and providing guidance to your team of language assessors. You'll lead site education sessions to prepare teams for tool adoption, consistent tool use during the pilot, and support planning for larger pilot expansions and network launches. Throughout the day, you serve as the subject matter expert — bridging language access expertise with operational execution to shape sign language access at scale.

• Knowledge of Microsoft Office products and applications
• Experience dealing well with ambiguity, prioritizing needs, and delivering measurable results in an agile environment
• Native ASL user with deep roots in the Deaf Community
• Strong command of ASL grammar, linguistics, and language structure
• Demonstrated ability to evaluate ASL production for grammatical accuracy, linguistic register, and fluency/naturalness, and deliver structured, actionable feedback
• 4+ years of professional experience in ASL instruction, interpreting, language assessment, interpreter mentoring, or Deaf education
• Strong communication skills in both English and ASL

• Certified interpreter (NIC, CDI/DI) with experience evaluating interpreter performance
• Experience developing ASL assessment rubrics, quality frameworks, or language evaluation criteria
• Background in accessibility, language access, or DHH-focused services within a corporate or large-scale environment
• Experience providing structured coaching, mentorship, or feedback to ASL interpreters or signers
• Familiarity with AI tools or language technology products; comfortable learning and testing new systems quickly
• Experience running pilot programs, beta testing, or collecting user feedback to improve language services
• Experience collaborating cross-functionally to implement quality improvements based on assessment data

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.

USA, VA, Arlington - $64,300.00 - $ USD annually
USA, WA, Bellevue - $80,400.00 - $ USD annually

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. 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 (Use the "Apply for this Job" box below). for more information.