Software Development Manager, Amazon Customer Service

Want to build technology and tools used by Amazon"s Customer Service team worldwide? We are looking for a Software Development Manager passionate about building the future capabilities needed by leaders across CS to operate our network. Ultimately the products this team develops will play a key role in enabling Amazon to continue raising the bar and deliver the highest quality service with every interaction. You"ll have an enthusiasm for creative problem solving and ready to work with others to deliver all-new solutions within Customer Service.

This is a hands on leadership role where you will have the opportunity to both deliver new technologies and recruit high performing talent to a new team. You should be excited about building a team and about developing the next generation of operations technologies for Customer Service. We are looking for a proven leader who is excited to be as close to their customers as their own team. We want someone who has a record of driving technical innovation and who will drive high standards in software engineering.

We operate with high ownership and minimal hierarchy. If you want to see your work directly shape new technologies within a global operation, this is the team.

Key job responsibilities

• Own the end-to-end delivery of the engineering roadmap: manage sprint cadence, remove blockers, track milestones, and communicate status
• Lead a team of engineers to design, build, and operate full-stack web applications
• Hire, develop, and retain a high-performing team
• Partner with product leaders to translate requirements into well-scoped, prioritized engineering plans
• Drive engineering excellence: set coding standards, design review culture, and operational best practices across the team
• Own team-level security, compliance, and risk posture
• Identify and resolve technical debt and systemic risks before they become production issues
• Build peer relationships with engineering managers across CS
• Own operational health for production services: SLOs, on-call health, incident management practices, and post-incident review culture
• Support engineers" growth by providing regular feedback, coaching, and clear career development paths

About the team

This role is part of Service Resource Management, a team within Customer Service. We work on the largest opportunities to unlock step-change improvements in how our network serves customers WW. We are future-focussed, working backwards from a multi-year outlook. We are a small, multi-disciplinary team. We like it that way, as we can move fast and work together on some of the most impactful opportunities to deliver exemplary service to Amazon"s customers.