Construction Manager, DCCD

Description AWS Infrastructure Services owns the design, planning, delivery, and operation of all AWS global infrastructure. In other words, we’re the people who keep the cloud running. We support all AWS data centers and all the servers, storage, networking, power, and cooling equipment that ensure our customers have continual access to the innovation they rely on. We work on the most challenging problems, with thousands of variables impacting the supply chain — and we’re looking for talented people who want to help.

You’ll join a diverse team of software, hardware, and network engineers, supply chain specialists, security experts, operations managers, and other vital roles. You’ll collaborate with people across AWS to help us deliver the highest standards for safety and security while providing seemingly infinite capacity at the lowest possible cost for our customers. And you’ll experience an inclusive culture that welcomes bold ideas and empowers you to own them to completion.

AWS is used by millions of users around the globe—from small start-ups to household names like Netflix and NASA—and AWS Support is one of the largest and fastest growing business units within AWS. Our team’s goal is to innovate and to improve customer success, trust, and experiences with both AWS products and with AWS Support.

Our team has the rare opportunity to support every service and every AWS account, and we are obsessed with creating exceptional customer experiences. Because of our team’s broad mission and scope, we need a talented, passionate senior product experience designer who can create elegant, intuitive user interfaces and who has strong ideation skills, robust holistic systems thinking, deep attention to detail, and passion for turning difficult tasks into simple and delightful experiences for customers.

We produce and support a range of tools that enable AWS Support engineers to diagnose and solve customer problems, and we also produce and support customer‑facing tools that are used for self‑service, monitoring, learning, and using AWS. We're looking for a talented, passionate senior user experience researcher to work on internal tools, like case management and engineering support, and external tools, such as the Service Health Dashboard, Personal Health Dashboard, Support Center, Knowledge Center, AWS Forums, and Trusted Advisor.

As a product experience researcher, you’re comfortable discussing methodologies with the research team, and are equally comfortable discussing project road maps with executive leaders. You thrive on creating metrics, prioritization rubrics and business impact for research — all while sharing and communicating them to peers outside of the research and design community. Your research insights shape the way the organization understands and builds for our customers.

You will have a significant impact on the creative direction of AWS Support products with an emphasis on solving major challenges and shaping the success of the customer experiences of AWS customers, internal service teams, and AWS Support engineers worldwide. Come join us and help create world‑class customer support experiences for AWS.

• Build a research road‑map; communicate and refresh on a regular basis to ensure relevancy.
• Identify the best method or mix of quantitative and qualitative methods based on research questions, timeline and resourcing.
• Build and continuously improve a robust and thoughtful approach to gather customer insights and collaborate with other research teams in Amazon to align on best practice.
• Designing, conducting, and analyzing results from a variety of research studies including usability lab studies, remote research, field studies and survey design.
• Recruit and schedule usability participants for research studies.
• Provide direction and vision for evolving the role of research in product development; identify opportunities to increase efficiency and impact.
• Build positive, collaborative relationships across User Experience Design, Product Management, and Development teams.
• Synthesize a wide range of primary and secondary data types to perform quick and thorough analyses leading to focused,…