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 self-serve 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 day-to-day billions of interactions with customers. You and your team will develop world-class products, build closed-loop 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 industry-standard defining products and make an impact on customer experience at Earth’s most customer-centric company.

Key job responsibilities
- Manage a high-performing development team
- Manage overall software development life-cycle
- 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 cross-functional organization
- Interface with a diverse customer base to understand requirements, priorities, and processes
- Propose and implement new projects or recommend system improvements.
- Own all 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 data-driven way


A day in the life
You will work closely with colleagues across cross-functional 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 support Amazon’s CSAs to deliver Earth's most customer-centric 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.

BASIC QUALIFICATIONS

- 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

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

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.