Software Development Manager, Amazon Customer Service

Amazon's mission is to be 'Earth's most customer-centric company', and our award-winning Customer Service (CS) team is an essential part of that mission. Amazon CS is one of the largest customer service organizations in the world. Our tens of thousands of Customer Service Associates around the globe provide world-class support to customers 24 hours a day, 7 days a week, and in over 20 languages (and growing).

Amazon Customer Service's mission is to make customer service interactions so good they become the primary reason customers choose Amazon.

The Customer Facing Solutions (CFS) tech organization powers CS by developing elegant customer-facing products on digital channels. These products offer effortless self-service and automation solutions to our customers and deliver delightful, adaptive self-service experiences that empower them to resolve common issues conveniently and efficiently. Our product portfolio includes CS Homepage, CS Chatbot, Search and Help, and bringing CS to other digital channels of Amazon like Rufus and WhatsApp. Across these products and the backend services that power them, CFS is driving the development of modernized, scalable technologies, including generative AI solutions, to raise the bar for customer self-service at Amazon.

We are looking for a Software Development Manager (SDM) who is technically proficient on front-end and back-end technologies, an effective communicator, and able to build a high functioning team. They are able to lead a team of engineers to define the platform strategy, design innovative solutions, drive strategic communication, manage stakeholders, and establish engineering best practices. They always work backwards from customers, own the space and demonstrate bias for action to deliver results without compromising on quality. They collaborate with diverse roles including Front End Engineers, Software Development Engineers, Machine Learning Scientists and Product Managers to deliver a common goal.

As a SDM on this team, you will work on transforming our contact handling products into a platform to support all Amazon CS business verticals and in building experiences to support Amazon Now and other businesses. You will hire and lead a team of engineers in designing and building innovative software solutions for customers. You will work with a diverse, talented, experienced, and fun tech, product, and user experience team. You will innovate to design simple but scalable solutions for problems never solved before that enforce Amazon's Customer Obsession. Your hard work will provide the ultimate customer service experience needed to predict and resolve customers' issues. You will have the opportunity to work with business partners, senior leadership and engineers, influence and drive product vision and lead the design of our systems. At Amazon, we are known for our customer obsession. We need your ideas and your ability to take initiative, innovate, and produce results as we continuously improve the customer experience.

We use Scrum, test-driven development, and continuous deployment to deliver projects based on realistic timelines and resource constraints.

If you are excited by this opportunity, we'd love to hear from you!

Key job responsibilities
The role requires you to be able to manage the overall software development life cycle, which includes the following responsibilities:
• Create, prioritize, communicate, manage, and execute roadmaps, project plans, and commitments.
• Report on the status of development, quality, operations, and system performance to management.
• Work closely with engineers to architect and develop the best technical design and approach.
• Foster a culture of continuous engineering improvement through mentoring, feedback, and metrics.
• Hire, coach, and mentor individuals.
• Build a strong cross-functional organization.
• Partner with diverse stakeholders to understand requirements, priorities, and processes.
• Propose and implement new projects or recommend system improvements.
• Drive a better customer experience through everything we do here at Amazon.
• Bring innovative ideas to the table every day to find better ways of accomplishing our customer objectives.
• Set clear, measurable quality goals for an organization in a data-driven way.

Basic Qualifications

- 3+ years of engineering team management experience
- 7+ years of engineering experience
- 8+ years of leading the definition and development of multi tier web services 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 designing or architecting (design patterns, reliability and scaling) of new and existing systems

Preferred Qualifications

- 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

Our inclusive culture empowers Amazonians to deliver the best results for our customers. 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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.