Software Development Manager, Customer Service Technology

is broadly recognized as #1 in Customer Service in the US and abroad. At Amazon we drive innovation and customer obsession into everything we do and this is especially true in the Customer Engagement Technology (CET) department. CET owns the technology to support and enhance our Customer Service Operations network through our CRM secure operating system and various client applications. We focus on robust architecture world-class UX and leverage our Big Data to drive insights and solutions through a myriad of Machine Learning applications.

CET is looking for a technical software development manager to join a multi-year large-scale enterprise software program. You will be the technical leader for the Global Product and Technology team whose innovations and strategies will define the next generation of Amazon Customer Service in partnership with Amazon Web Services technology teams. You will own the architecture and incorporate AWS technology features into Amazon CRM products.

Key job responsibilities
- Tactical and Strategic Management in leading the team to invent and evolve data solutions
- Demonstrates ability to scope projects prioritize and evaluate releases to meet business needs
- Handles most problems decisions and escalations to mitigate short- and long-term risks to team deliverables
- Participates actively in defining strategic initiatives for the organization as part of the broader leadership team

A day in the life
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!

Benefits Summary:
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 full-time employees include:
1. Medical Dental and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan

About the team
Youll be leading a critical engineering team responsible for a Tier-1 application that serves as the backbone of Amazons customer service operations. Your team of 8-10 talented engineers will focus on ensuring 24/7 platform availability and driving key strategic initiatives. Were in an exciting growth phase with 2025 initiatives focused on implementing next-generation service capabilities enhancing platform resilience and optimizing deployment infrastructure while supporting Amazons global customer service operations.

- 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
- 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 job-related knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity sign-on 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.