Sr. Manager, UX Research & Marketing Operations, Relay Product and Tech - Relay Marketing

📍 Job Overview

Job Title: Sr. Manager, UX Research & Marketing Operations, Relay Product and Tech - Relay Marketing

Company: Amazon

Location: Bellevue, Washington, United States

Job Type: Full-Time

Category: Marketing Operations & UX Research Leadership

Date Posted: 2026-07-23

Experience Level: 10+ Years

Remote Status: On-site

🚀 Role Summary

• Lead a dual-focused team of UX Researchers (Voice of Carrier) and Marketing Operations Managers, driving strategic insights and operational execution.

• Define and execute the carrier research agenda to directly influence product marketing, carrier communications, and experience enhancements.

• Build and optimize the marketing operations backbone, including campaign execution, MarTech stack management, and performance measurement.

• Foster a culture of continuous improvement, ownership, and data-driven decision-making within the team.

• Serve as a key strategic partner, influencing product roadmaps and go-to-market strategies through robust insights and operational excellence.

📝 Enhancement Note: This role uniquely blends deep UX Research expertise with robust Marketing Operations capabilities, requiring a candidate who can bridge strategic customer understanding with scaled execution. The "Voice of Carrier" focus highlights a critical B2B customer segment within the logistics/freight industry.

📈 Primary Responsibilities

• Own the end-to-end carrier research function, developing and executing a strategic roadmap for understanding carrier needs and feedback.

• Evolve Voice of Carrier (VOC) collection methodologies across multiple channels to capture insights from diverse carrier segments.

• Synthesize qualitative and quantitative carrier feedback into actionable themes and present them to senior leadership for product and experience improvements.

• Lead the Marketing Operations function, ensuring efficient planning, execution, and measurement of marketing programs through optimized systems, processes, and tooling.

• Oversee campaign operations, marketing technology stack management, audience segmentation, and performance measurement frameworks.

• Drive operational maturity by establishing scalable workflows, Service Level Agreements (SLAs), and quality standards for marketing execution.

• Identify opportunities for automation within marketing processes and build business cases for technology investments.

• Hire, develop, and retain a high-performing team of researchers and operations managers, fostering a culture of curiosity and continuous improvement.

• Set clear goals, provide regular coaching, and create development paths for team members.

• Manage team capacity and prioritization to ensure focus on high-impact work and protection from low-value requests.

• Act as a connective tissue between carrier insights and marketing execution, ensuring alignment with go-to-market strategies.

• Build trusted relationships with Product, Operations, and Business Development leaders to position the team as an indispensable partner.

• Prepare and deliver regular readouts on research findings and operational metrics to VP+ audiences.

📝 Enhancement Note: The emphasis on "closing the loop" with carriers by showing them their feedback reflected in changes is a key differentiator for this role, requiring strong process management and communication skills. The dual leadership of research and operations implies a need for cross-functional thinking and a holistic view of the customer journey and marketing funnel.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's degree in Marketing, Business, Psychology, Human-Computer Interaction, or a related field is typically expected for a role of this seniority. A Master's degree or Ph.D. in a relevant field would be considered a strong asset.

Experience: Minimum of 8 years in UX research, marketing operations, or a related field, with a minimum of 4 years in a people management role leading teams of 6 or more.

Required Skills:

• Proven experience building, executing, and scaling cross-functional marketing programs.

• Ability to understand business and end-customer needs and translate them into effective solutions.

• Deep expertise in the full range of research methods: qualitative and quantitative, attitudinal and behavioral.

• Demonstrated ability to synthesize complex research findings into actionable insights for product and marketing teams.

• Experience managing marketing technology stacks, campaign operations, and performance measurement frameworks.

• Strong people management skills, with a track record of hiring, developing, and retaining high-performing teams.

• Experience in creating and delivering executive-level written materials and presentations to senior leadership.

• Strategic thinking with the ability to define roadmaps and influence team strategy.

• Process optimization and workflow design capabilities to drive operational efficiency.

• Understanding of audience segmentation and targeting strategies. Preferred Skills:

• Experience in the transportation or supply chain industry.

• Demonstrated leadership skills with a proven ability to take on and create new assignments.

• Expertise in one or more specific research methodologies (e.g., in-depth interviews, surveys, usability testing, diary studies).

• Experience in developing business cases for technology investments and automation opportunities.

• Familiarity with Amazon's internal tools and processes (if applicable).

• Strong understanding of B2B marketing strategies and execution.

📝 Enhancement Note: The requirement for leading teams of "6+" signifies a significant management scope, suggesting a need for robust leadership competencies beyond basic team supervision. The "create new assignments" preferred qualification points towards a proactive, entrepreneurial mindset valued at Amazon.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrations of impactful UX research projects, showcasing the research process from problem definition to insight generation and influence on product/experience.

• Case studies detailing the design, implementation, and optimization of marketing operations processes, including campaign management, MarTech integration, and workflow automation.

• Evidence of building and scaling marketing programs, highlighting strategic planning, execution, and performance measurement.

• Examples of how you have translated customer (carrier) feedback into concrete business actions and measurable improvements.

• Documentation of operational improvements, such as implemented SLAs, workflow enhancements, or efficiency gains achieved through process or technology. Process Documentation:

• Showcase your approach to defining and documenting marketing workflows, from ideation and planning to execution and post-campaign analysis.

• Examples of how you have established and maintained quality standards and performance metrics for marketing operations activities.

• Evidence of developing and managing marketing technology stacks, including selection, implementation, and ongoing optimization.

• Documentation of how you have identified and implemented automation opportunities to enhance marketing efficiency and effectiveness.

📝 Enhancement Note: For this role, a portfolio should not only showcase individual contributions but also highlight leadership in building team capabilities and driving process maturity. Emphasis should be placed on demonstrating the tangible business impact of both research insights and operational improvements.

💵 Compensation & Benefits

Salary Range: The stated salary range for this position in Bellevue, Washington, is $199,200 - $269,500 USD annually.

Benefits:

• Comprehensive health insurance package: medical, dental, vision, and prescription drug coverage.

• Basic Life & AD&D Insurance with options for supplemental life plans.

• Employee Assistance Program (EAP) and Mental Health Support.

• Medical Advice Line.

• Flexible Spending Accounts (FSAs) for healthcare and dependent care.

• Adoption and Surrogacy Reimbursement coverage.

• 401(k) retirement savings plan with company matching.

• Paid Time Off (PTO), including vacation, sick leave, and holidays.

• Parental Leave.

• Sign-on payments.

• Restricted Stock Units (RSUs), a key component of Amazon's compensation for many roles.

Working Hours: While not explicitly stated as a number of hours, the role is presumed to be a standard full-time position, likely around 40 hours per week, with potential for extended hours during peak periods or project deadlines. The on-site nature implies adherence to typical business operating hours in the Bellevue office.

📝 Enhancement Note: The compensation structure at Amazon typically includes a base salary, sign-on bonuses, and RSUs, providing a total compensation package that can be significantly higher than the base salary alone. The benefits package is extensive, reflecting Amazon's commitment to employee well-being and work-life support.

🎯 Team & Company Context

🏢 Company Culture

Industry: E-commerce, Cloud Computing, Logistics, Digital Streaming, Artificial Intelligence, and more. Amazon operates across a vast spectrum of industries, with Relay focusing specifically on the logistics and freight hauling sector.

Company Size: Amazon is one of the world's largest corporations, employing over 1.5 million people globally, indicating a complex organizational structure and vast resources.

Founded: 1994. Amazon has a long history of innovation and disruption, fostering a culture that values long-term thinking, customer obsession, and a bias for action.

Team Structure:

• The Relay Marketing team is part of Amazon Relay, a platform connecting carriers with Amazon loads.

• This role involves leading a team that is a hybrid of UX Research (specifically "Voice of Carrier") and Marketing Operations.

• The team likely operates within a matrixed structure, collaborating closely with Product Management, Product Marketing, Engineering, Business Development, and other operational teams.

• The Sr. Manager reports into Relay Marketing leadership, with regular interaction and presentation opportunities to VP+ audiences. Methodology:

• Data-Driven Decision Making: Amazon heavily emphasizes data analysis to inform strategies and measure outcomes. This role will involve leveraging both research data and operational metrics.

• Customer Obsession: A core Amazon principle; understanding and advocating for the carrier's needs is paramount.

• Bias for Action: Encouraging quick execution and iteration, while maintaining operational rigor and quality.

• Invent and Simplify: Seeking innovative solutions and streamlining complex processes.

• Ownership: Team members are expected to take full responsibility for their areas.

Company Website: https://www.amazon.com and https://relay.amazon.com/

📝 Enhancement Note: Amazon's culture is known for its fast pace, high standards, and emphasis on measurable results. The "Relay" product specifically targets the B2B freight market, requiring a nuanced understanding of business customer needs beyond typical B2C approaches.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior Managerial role, indicating a significant level of responsibility and leadership within the organization. It sits at a critical intersection of customer insight and operational execution, requiring strategic thinking and the ability to manage complex initiatives and teams.

Reporting Structure: The Sr. Manager reports into Relay Marketing leadership and is expected to regularly present insights and recommendations to senior and executive leadership (VP+). This indicates high visibility and a direct impact on strategic decision-making. The team managed is substantial (6+ individuals), suggesting a need for strong delegation and team development skills.

Operations Impact: This role has a direct impact on the success of Amazon Relay by:

• Shaping Product Strategy: Ensuring carrier needs are understood and integrated into product development and enhancements.

• Optimizing Go-to-Market: Enabling the marketing team to execute campaigns efficiently and effectively, driving carrier adoption and satisfaction.

• Driving Business Growth: By improving carrier experience and operational efficiency, the role contributes to the overall growth and success of the Amazon Relay platform.

• Influencing Senior Leadership: Key insights and operational performance data will inform strategic decisions at the highest levels.

Growth Opportunities:

• Leadership Expansion: Potential to grow into Director-level roles, managing larger teams or broader functional areas within Relay or other Amazon businesses.

• Cross-Functional Mobility: Opportunity to move into Product Management, Product Marketing, or other strategic roles leveraging deep customer understanding and operational expertise.

• Specialization Deepening: Becoming a recognized expert in B2B customer research, complex marketing operations, or the logistics industry within Amazon.

• Mentorship and Development: Opportunity to mentor junior team members and contribute to the development of future leaders within Amazon's robust leadership development framework.

📝 Enhancement Note: The dual nature of this role offers a unique growth path, allowing for development in both strategic research leadership and large-scale operational management. Success here could position an individual for broad leadership opportunities across Amazon's diverse business units.

🌐 Work Environment

Office Type: This role is based in Bellevue, Washington, and is designated as "On-site." Amazon typically offers modern office spaces designed for collaboration and productivity. While specific details about the Relay Marketing team's office setup aren't provided, it's reasonable to expect a dynamic, collaborative workspace.

Office Location(s): The primary location is Bellevue, Washington. Amazon has a significant presence in the Seattle metropolitan area, offering a vibrant tech ecosystem. Accessibility and local amenities are typical of a major tech hub.

Workspace Context:

• Collaborative Environment: Expect to work closely with cross-functional teams, including Product, Product Marketing, Engineering, and Business Development. Regular team meetings, brainstorming sessions, and project reviews are standard.

• Operations Tools & Technology: Access to Amazon's extensive internal toolset for project management, communication, data analysis, and marketing execution will be available. The role involves managing and optimizing the marketing technology stack.

• Team Interaction: Significant interaction with direct reports, peers, and senior leadership is expected. The role requires building strong working relationships across departments.

Work Schedule: As a full-time, on-site role, standard business hours are expected, likely Monday through Friday. However, given the senior leadership nature and the fast-paced environment of Amazon, flexibility and occasional extended hours to meet project deadlines or critical business needs may be required.

📝 Enhancement Note: The on-site requirement suggests a preference for direct collaboration and team cohesion. Candidates should be prepared for a dynamic work environment that balances structured processes with the agility needed to innovate and respond to market demands.

📄 Application & Portfolio Review Process

Interview Process: Amazon's interview process is rigorous and typically involves multiple stages, often including:

• Recruiter Screen: Initial conversation to assess basic qualifications and cultural fit.

• Hiring Manager Interview: Deeper dive into experience, leadership style, and strategic thinking.

• Bar Raiser Interview: A unique Amazon process where an objective interviewer assesses candidates against Amazon's Leadership Principles and overall suitability for the company. This often involves behavioral questions.

• Team Interviews: Conversations with potential peers and direct reports to assess collaboration and team dynamics.

• Screener/Case Study: Potentially a take-home assignment or a live case study focused on research methodology, marketing operations strategy, or problem-solving related to the Relay product.

• Final Interview/Panel: May involve senior leadership to make a final decision.

Portfolio Review Tips:

• Quantify Impact: For every project, clearly articulate the problem, your approach, the actions taken, and most importantly, the quantifiable results (e.g., % increase in carrier adoption, % reduction in operational costs, improvement in NPS/CSAT scores).

• Showcase Leadership: Highlight instances where you led teams, mentored individuals, or influenced strategic decisions. For the research portion, demonstrate how your insights directly led to product or experience changes. For operations, show how you built or scaled processes.

• Structure for Clarity: Organize your portfolio logically, perhaps by functional area (Research, Operations) or by impact type. Use clear headings, concise descriptions, and compelling visuals where appropriate.

• Tailor to Amazon's Principles: Frame your experiences and achievements through the lens of Amazon's Leadership Principles (e.g., Customer Obsession, Ownership, Bias for Action, Invent and Simplify).

• Prepare to Walk Through: Be ready to present 1-2 key projects in detail, explaining your thought process, challenges, and outcomes.

Challenge Preparation:

• Leadership Principles: Thoroughly understand and prepare STAR (Situation, Task, Action, Result) method examples for each of Amazon's Leadership Principles.

• Strategic Thinking: Be prepared to discuss how you would approach defining the research agenda for Relay, or how you would optimize marketing operations for a B2B platform.

• Problem-Solving: Anticipate scenarios related to carrier engagement, operational bottlenecks, or MarTech challenges.

• Data Interpretation: Practice discussing how you would interpret and act upon qualitative feedback and quantitative operational data.

📝 Enhancement Note: Amazon's interview process is known for its depth and focus on behavioral examples. Candidates should prepare extensively using the STAR method and be ready to articulate their contributions and leadership philosophy clearly. A strong portfolio demonstrating tangible impact is crucial for this role.

🛠 Tools & Technology Stack

Primary Tools:

• UX Research Platforms: Tools for survey creation (e.g., SurveyMonkey, Qualtrics), usability testing (e.g., UserTesting.com), and data analysis (e.g., Excel, SPSS, R, Python). Amazon may have proprietary tools.

• Marketing Automation Platforms: Experience with platforms like Marketo, HubSpot, Salesforce Marketing Cloud, or Amazon's internal marketing tools for campaign execution and management.

• CRM Systems: Proficiency with CRM platforms such as Salesforce is highly probable, given its prevalence in B2B environments, for managing customer data and interactions.

• Project Management Software: Tools like Asana, Jira, Trello, or Amazon's internal equivalents for managing team tasks, workflows, and project timelines.

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics, or Amazon's internal analytics tools for tracking website performance and user behavior.

• Business Intelligence Tools: Tableau, Power BI, Looker, or Amazon's internal BI tools for creating dashboards and reporting on key marketing and operational metrics.

• Spreadsheet Software: Advanced proficiency in Microsoft Excel or Google Sheets for data manipulation, analysis, and reporting.

CRM & Automation:

• CRM: Salesforce is a likely candidate, essential for managing carrier relationships, tracking interactions, and segmenting audiences.

• Marketing Technology (MarTech) Stack Management: Experience with integrating and managing various marketing tools, including email platforms, content management systems (CMS), advertising platforms, and analytics tools.

• Data Integration Tools: Familiarity with tools or concepts for connecting disparate systems to ensure data flow and consistency across the marketing technology stack.

📝 Enhancement Note: While specific tools are not listed, a strong candidate will have experience with a broad range of MarTech and analytics platforms, demonstrating adaptability and the ability to learn new systems quickly. The emphasis on "marketing technology stack management" suggests a need for strategic oversight of these tools, not just day-to-day usage.

👥 Team Culture & Values

Operations Values:

• Customer Obsession: A fundamental Amazon principle. This role must be deeply committed to understanding and advocating for the carrier's needs and experience.

• Ownership: Taking full responsibility for the success of the research and operations functions, from strategic planning to tactical execution and outcome measurement.

• Bias for Action: Moving quickly and decisively, making informed decisions, and iterating based on feedback and data.

• Invent and Simplify: Continuously seeking innovative ways to understand carriers and improve marketing operations, while simplifying complex processes and systems.

• High Standards: Maintaining a commitment to excellence in research quality, operational execution, and team performance.

Collaboration Style:

• Cross-functional Integration: The role requires seamless collaboration with Product, Product Marketing, Engineering, and Business Development teams to ensure insights translate into actionable product and marketing strategies.

• Data-Driven Dialogue: Engaging in discussions and decision-making based on robust data from both research and operations.

• Constructive Feedback: Fostering an environment where team members and cross-functional partners can provide and receive feedback openly to drive continuous improvement.

• Strategic Partnership: Positioning the research and operations functions as essential partners in key business decisions, not just support functions.

📝 Enhancement Note: Amazon's culture is highly distinct and requires candidates to demonstrate alignment with its core leadership principles. Success in this role hinges on not only technical expertise but also on embodying these values in daily work and team interactions.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Dual Responsibilities: Effectively managing and prioritizing two distinct, yet interconnected, functions (UX Research and Marketing Operations) at a senior level.

• Driving Impact in a Large Organization: Navigating Amazon's complex structure to ensure research insights are adopted and operational improvements are implemented effectively.

• Synthesizing Diverse Feedback: Consolidating feedback from a wide range of carriers, from small owner-operators to large fleets, into cohesive strategies.

• Leading Through Change: Adapting to evolving market dynamics in the logistics industry and Amazon's internal priorities.

• Developing and Retaining Talent: Attracting and keeping top talent in competitive fields like UX Research and Marketing Operations.

Learning & Development Opportunities:

• Strategic Leadership Development: Gaining experience in high-level strategic planning, executive communication, and influencing senior stakeholders.

• Deep Domain Expertise: Developing specialized knowledge in the B2B freight and logistics industry, a critical sector for Amazon's supply chain.

• Operational Excellence at Scale: Mastering the implementation and optimization of marketing operations within a large, complex, and data-driven organization.

• Mentorship Programs: Access to Amazon's extensive internal mentorship programs and leadership development resources.

• Industry Exposure: Potential to attend industry conferences or engage with external thought leaders in UX research and marketing operations.

📝 Enhancement Note: This role presents a significant opportunity for an ambitious leader to make a tangible impact on a critical B2B platform while developing advanced leadership and operational management skills within a world-class organization.

💡 Interview Preparation

Strategy Questions:

• "Describe how you would define the strategic research roadmap for Amazon Relay in the first 90 days, considering our goal of understanding and responding to carrier needs."

• "Walk me through your process for establishing and improving marketing operations for a B2B platform, focusing on scalability and efficiency."

• "How would you approach building a business case for new marketing technology investments, considering potential ROI and integration challenges?"

• "Imagine a scenario where carrier feedback is conflicting. How would you synthesize this information and present a clear, actionable recommendation to leadership?" Company & Culture Questions:

• "How do you embody Amazon's 'Customer Obsession' principle, specifically in the context of a B2B carrier relationship?"

• "Describe a time you had to 'Invent and Simplify' a complex process within your team or a cross-functional initiative."

• "How do you foster a culture of 'Ownership' and 'Bias for Action' within your teams?"

• "Tell me about your experience working with senior leadership and presenting complex information to executive audiences." Portfolio Presentation Strategy:

• Select High-Impact Examples: Choose 2-3 projects that best showcase your leadership in both UX Research and Marketing Operations, demonstrating measurable results and alignment with Amazon's values.

• Structure Your Narrative: For each project, clearly articulate the Situation, your Task, the Actions you took (emphasizing your leadership and strategic thinking), and the Results (quantified wherever possible).

• Demonstrate Process and Impact: Clearly show your research methodology and/or your operational process design. Crucially, demonstrate how your work led to tangible business outcomes for the company or improved the customer experience.

• Be Prepared for Deep Dives: Anticipate detailed questions about your choices, methodologies, challenges faced, and how you overcame them.

📝 Enhancement Note: Candidates should prepare extensively for behavioral questions tied to Amazon's Leadership Principles. For portfolio presentations, focus on demonstrating strategic thinking, leadership, and measurable impact, rather than just listing responsibilities.

📌 Application Steps

To apply for this operations position:

• Submit your application through the Amazon Jobs portal at https://www.amazon.jobs/en/jobs/10482405.

• Tailor your resume: Highlight specific experience in UX research, marketing operations, team leadership (especially leading teams of 6+), and B2B customer engagement. Quantify achievements with metrics wherever possible.

• Prepare your portfolio: Curate examples that showcase your dual expertise in research and operations, focusing on impact and alignment with Amazon's Leadership Principles. Be ready to present 1-2 key case studies in detail.

• Research Amazon Relay: Understand the product, its market, and the importance of carrier relationships. Familiarize yourself with Amazon's culture and Leadership Principles.

• Practice behavioral questions: Prepare STAR method responses for common interview questions related to leadership, problem-solving, and customer focus.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.