Software Development Manager, Amazon Customer Service
About The Position
Want to build technology and tools used by Amazon's Customer Service team worldwide? We are looking for a Software Development Manager passionate about building the future capabilities needed by leaders across CS to operate our network. Ultimately the products this team develops will play a key role in enabling Amazon to continue raising the bar and deliver the highest quality service with every interaction. You'll have an enthusiasm for creative problem solving and ready to work with others to deliver all-new solutions within Customer Service. This is a hands on leadership role where you will have the opportunity to both deliver new technologies and recruit high performing talent to a new team. You should be excited about building a team and about developing the next generation of operations technologies for Customer Service. We are looking for a proven leader who is excited to be as close to their customers as their own team. We want someone who has a record of driving technical innovation and who will drive high standards in software engineering. We operate with high ownership and minimal hierarchy. If you want to see your work directly shape new technologies within a global operation, this is the team. About the team This role is part of Service Resource Management, a team within Customer Service. We work on the largest opportunities to unlock step-change improvements in how our network serves customers WW. We are future-focussed, working backwards from a multi-year outlook. We are a small, multi-disciplinary team. We like it that way, as we can move fast and work together on some of the most impactful opportunities to deliver exemplary service to Amazon's customers.
Requirements
- 3+ years of engineering team management experience
- 7+ years of working directly within engineering teams experience
- Knowledge of engineering practices and patterns for the full software/hardware/networks development life cycle, including coding standards, code reviews, source control management, build processes, testing, certification, and livesite operations
- Experience partnering with product or program management teams
- Experience with iterative, agile development methodologies (including scrum)
- Experience with web services, cloud infrastructure, and system design
- Experience operating consumer-facing web applications with high reliability requirements
Nice To Haves
- Experience in communicating with users, other technical teams, and senior leadership to collect requirements, describe software product features, technical designs, and product strategy
- Experience in recruiting, hiring, mentoring/coaching and managing teams of Software Engineers to improve their skills, and make them more effective, product software engineers
- Experience in application security architecture, security code reviews, security testing, incident response, or security infrastructure
- 5+ years of cloud based solution (AWS or equivalent), system, network and operating system experience, or Bachelor's degree in business administration, finance, economics, computer science, data science, engineering, or other related field
- Experience leading engineering teams building AI/ML or generative AI-powered products in production
- Familiarity with customer service operations, workforce management, or financial and operational tooling domains
Responsibilities
- Own the end-to-end delivery of the engineering roadmap: manage sprint cadence, remove blockers, track milestones, and communicate status
- Lead a team of engineers to design, build, and operate full-stack web applications
- Hire, develop, and retain a high-performing team
- Partner with product leaders to translate requirements into well-scoped, prioritized engineering plans
- Drive engineering excellence: set coding standards, design review culture, and operational best practices across the team
- Own team-level security, compliance, and risk posture
- Identify and resolve technical debt and systemic risks before they become production issues
- Build peer relationships with engineering managers across CS
- Own operational health for production services: SLOs, on-call health, incident management practices, and post-incident review culture
- Support engineers' growth by providing regular feedback, coaching, and clear career development paths
Benefits
- 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
- parental leave
- sign-on payments
- restricted stock units (RSUs)
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What This Job Offers
Job Type
Full-time
Career Level
Manager
