Software Development Manager, Amazon Customer Service

We see our customers as invited guests to a party and we are the hosts. Its our job every day to make every important aspect of the customer experience a little bit better. Jeff Bezos Founder & CEO.

We didnt make Amazon a trilliondollar company our customers did and we want to ensure that our customers always have a positive experience that keeps them coming back to Amazon. To help achieve this the Worldwide Defect Elimination (WWDE) team within Amazon Customer Service relentlessly focuses on maintaining customer trust by building products that offer appropriate resolutions to resolve issues faced by our customers. WWDE engineers solve complex problems and build scalable solutions to help our customers navigate through issues and eliminate systemic defects to prevent future issues.

The Voice of Customer (VoC) team builds Amazons flagship suite of VoC products connecting internal employees with their customer experience (CX) data and insights. We leverage sophisticated Machine Learning (ML) models and Generative Artificial Intelligence (GenAI) to transform billions of unique customer interactions into simple and actionable CX opportunities. Our applications provide intuitive search and visualization capabilities for users to deep dive these opportunities and report on the CX health of their business. Additionally we build automate realtime systems to identify systemic defects detect the root cause and route to accountable internal owners for resolution.

In 2025 our team has an exciting roadmap to:
Centrally codify all customerreported issues and automatically detect rootcause and ownership through ML.
Expand our capabilities within our tools to automate detection and investigation of customer defects.
Expand customer feedback coverage including multi modal support and selfservice on boarding.
Improve observability and measurement of the Amazon VoC mechanism (across our tools and federated dependencies).

Key job responsibilities
As a Software Development Manager (SDM) you will:
Serve as a technical owner for VoC products and lead a team of software engineers to develop and maintain VoC applications.
Work with leadership product partners and your team to curate your roadmap and steer technical decisions.
Influence engineering standards and manage your team to continuously improve the quality of our applications.
Drive technical decisions to establish a solid platform for customer experience optimization. This involves engineering solutions for global scalability multilanguage support and seamless integration with Amazons existing infrastructure.

Your expertise will be crucial in pushing the technical boundaries of customer analytics directly impacting Amazons global operations revenue and customer satisfaction metrics.


A day in the life
Amazon offers a full range of benefits that support you and eligible family members including domestic partners and their children. Benefits can vary by location the number of regularly scheduled hours you work length of employment and job status such as seasonal or temporary employment.

The benefits that generally apply to regular fulltime employees include:

* Medical Dental and Vision Coverage
* Maternity and Parental Leave Options
* Paid Time Off (PTO)
* 401(k) Plan

If you are not sure that every qualification on the list above describes you exactly wed still love to hear from you!

At Amazon we value people with unique backgrounds experiences and skillsets. If youre passionate about this role and want to make an impact on a global scale please apply


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 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

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.

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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $166400/year in our lowest geographic market up to $287700/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on jobrelated knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity signon payments and other forms of compensation may be provided as part of a total compensation package in addition to a full range of medical financial and/or other benefits. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.