Sr Manager, Software Development , Customer Service Network Solutions

Customer experience is at the heart of all we do at Amazon as we strive to be Earths most customer-centric company. Amazon Customer Service (CS) is at the forefront of customer experience working relentlessly to provide customers a convenient high quality and delightful experience across all of our CS channels in every interaction.

Within CS Network Solutions is responsible for designing planning and operating the worlds largest customer service network building intelligent adaptive systems that anticipate demand match customers to optimal experiences and continuously improve service quality. We are transforming CS from a manually operated reactive model into an AI-native ecosystem that makes CS a growth driver and competitive advantage for Amazon.

We are seeking a Sr. Manager Software Development to lead the engineering team building the Network Control Center (NCC) an AI-native system that will transform how Amazon detects responds to and recovers from incidents across our global Customer Service network. Today our incident management relies on 18 disconnected tools 42 manual steps and reactive detection that takes over 30 minutes. This leader will build the engineering team and technical systems that replace this fragmented approach with continuous observability autonomous response and intelligent customer recovery all 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. You will partner closely with science product and operations leaders to deliver AI-powered capabilities that detect risks before customers feel them respond in sub-60 seconds and execute tailored recovery actions that turn service failures into loyalty-building moments. This is an exciting opportunity to build transformative technology that directly impacts the experience of millions of customers.


Key job responsibilities
- Lead the design architecture and delivery of an AI-native observability and incident management service serving Amazons 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

About the team
Network Solutions is on a mission to transform Amazon Customer Service from a cost center into a growth driver by building intelligent adaptive systems that anticipate demand match customers to optimal experiences and continuously improve service quality. The Network Control Center is a new initiative within Network Solutions focused on ensuring network health and reliability through continuous observability situational awareness and proactive intervention leveraging AI to monitor interpret and act on risks to customer journeys across all channels.

- 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

- 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

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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience qualifications and location. Amazon also offers comprehensive benefits including 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 and parental leave. Learn more about our benefits at WA Seattle - 220100.00 - 297700.00 USD annually