Sr Manager, Software Development , Customer Service Network Solutions
About The Position
Amazon Customer Service (CS) is seeking a Sr. Manager, Software Development to lead the engineering team building the Network Control Center (NCC). The NCC is an AI-native system designed to transform how Amazon detects, responds to, and recovers from incidents across its global Customer Service network. This role involves replacing a fragmented, manual incident management process with continuous observability, autonomous response, and intelligent customer recovery operating in real-time at massive scale. The ideal candidate is a strong technical leader who thrives in ambiguity, can translate a bold vision into a concrete engineering roadmap, and is passionate about building high-performing teams. This is an opportunity to build transformative technology that directly impacts the experience of millions of customers.
Requirements
- 10+ years of engineering experience
- 5+ years of engineering team management experience
- 10+ years of planning, designing, developing and delivering consumer software experience
- Experience partnering with product or program management teams
- Experience managing multiple concurrent programs, projects and development teams in an Agile environment
Nice To Haves
- Experience managing engineers
- Experience designing and developing large scale, high-traffic applications
- Experience designing or architecting (design patterns, reliability and scaling) of new and existing systems
Responsibilities
- Lead the design, architecture, and delivery of an AI-native observability and incident management service serving Amazon's global Customer Service network
- Build and develop a high-performing engineering team, hiring and mentoring software development engineers across multiple disciplines
- Architect real-time signal detection and observability systems that continuously monitor network health, identifying risks and anomalies before customer impact
- Deliver autonomous incident response and recovery capabilities that replace manual, fragmented processes with intelligent, real-time intervention
- Partner with Applied Science teams to develop and integrate ML models for anomaly detection, predictive alerting, and closed-loop learning workflows
- Drive technical roadmap execution from proof-of-concept through production, balancing speed of delivery with long-term architectural quality
- Collaborate cross-functionally across Network Solutions and partner teams to integrate platform capabilities into the broader CS ecosystem
- Establish operational excellence practices for production services, including on-call, incident response, and continuous improvement mechanisms
Benefits
- sign-on payments
- restricted stock units (RSUs)
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
