Software Development Manager, Amazon Customer Service

The Amazon Customer Service (CS) organization is at the forefront of customer experience seeking to delight our customers in every interaction they have whether through selfserve technology and tools (e.g. chatbots) or by interacting directly with our associates. Customer Service works to offer effective empathetic and efficient issue resolution when our customers need us and are also champions of driving defects out of customer experiences across the entire company relentlessly advocating on behalf of customers and keeping them at the heart of everything we do.

The Contact Handling Experience team within CS is seeking a talented and people obsessed Software Development Manager to lead an engineering team to deliver on part of the vision strategy and execution of Customer Service Associate (CSA) facing applications and tools which are the cornerstone of our ability to deliver the experience we intend for our customers. In this role you will lead an engineering team that obsesses over the CSA experience and building the right applications and tools to support them in the daytoday interactions with customers. You and your team will develop worldclass products build closedloop mechanisms to inform priorities and own our technology roadmap in order to measure and improve associate experience and effectiveness worldwide. This is an exciting opportunity to build industrystandard defining products and make an impact on customer experience at Earths most customercentric company.


Key job responsibilities
Manage a highperforming development team
Manage overall software development lifecycle
Create prioritize communicate manage and execute roadmaps project plans and commitments
Report on status of development quality operations and system performance to management
Work closely with Sr. Engineers and Team Leaders to architect and develop the best technical design and approach
Foster culture of continuous engineering improvement through mentoring feedback and metrics
Hire coach and mentor individuals; build a strong crossfunctional organization
Interface with a diverse customer base to understand requirements priorities and processes
Propose and implement new projects or recommend system improvements.
Own operational metrics and support
Have the obsession to drive a better customer experience through everything that we do here at Amazon
Bring innovative ideas to the table every day in order to find better ways of accomplishing our customer objectives
Set clear measurable quality goals for an organization in a datadriven way

A day in the life
You will work closely with colleagues across crossfunctional stakeholder teams within Amazon to drive collaboration and influence them to prioritize projects meet objects and adhere to business plans towards shared objectives.

About the team
The Contact Handling Experience (CHEX) team develops products to deliver Earths most customercentric customer service. Working backwards from CSAs as the customers served by these products the team builds effortless solutions to handle and resolve customer contacts while providing insights to delight customers with each interaction.

3 years of engineering team management experience
7 years of working directly within engineering teams experience
3 years of designing or architecting (design patterns reliability and scaling) of new and existing systems 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.

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