Software Development Manager, Trust CX Innovations

We seek an exceptional SDM to lead teams building foundational systems and consumer-facing features for trustworthy AI at scale. You"ll partner with Product, Design, Legal, Policy, and Device Research teams to drive privacy-preserving AI architectures, responsible AI frameworks, and accessibility features that set the standard for consumer AI.

This is a high-impact role where you"ll build and scale teams at the intersection of AI innovation and customer trust-balancing performance with privacy, building explainable systems, and creating guardrails that protect customers while enabling delightful experiences. You"ll own the technical roadmap through OP1/OP2 planning cycles, establish technical standards, drive architectural decisions, and develop engineering leaders navigating AI safety and privacy.

What You"ll Lead

Trust-Forward Devices AI Experiences:

• Work closely with Scientists and build teams designing accessible, explainable AI features for customers with diverse abilities
• Drive transparency controls and privacy dashboards giving customers meaningful understanding and control over AI decisions and data usage
• Establish inclusive design practices ensuring equitable AI performance across demographics
• Architect cross-device identity management with privacy-first design

Responsible AI Infrastructure:

• Build and scale AI evaluation teams measuring model quality, safety, and bias across diverse populations
• Drive guardrails and safety boundaries for LLMs and foundation models in consumer applications
• Establish observability systems for hallucination detection, trust metrics, and governance frameworks enabling rapid innovation
• Partner with local devices teams on on-device inference, model compression, and edge-computing strategies
• Own operational health of trust services including SLA management, on-call rotations, and COE processes

What Makes You Successful

• Customer Trust Obsession: Prioritize trust even when it means additional complexity or slower time-to-market
• Technical Leadership: Strong CS fundamentals; establish standards enabling teams to move fast without breaking things; guide teams through ambiguous problem spaces
• Data-Driven Decision Making: Use metrics to measure trust system effectiveness, drive team goals, and inform roadmap priorities
• People Development: Hire, calibrate, and grow L4-L5 engineers into future leaders who understand both AI innovation and trust requirements
• Cross-Functional Influence: Partner effectively with PMs, UX, data scientists, legal, and policy teams; explain complex technical concepts to non-technical stakeholders
• Risk Management: Evaluate privacy/trust implications of new AI capabilities; balance innovation with safety in high-stakes consumer products

Organizational Scope & Impact

• Lead 12+ engineers across multiple trust domains (privacy, accessibility, AI safety, transparency)
• Own 2+ year technical roadmap through OP1/OP2 planning cycles
• Partner with PMTs, TPMs, and Applied Scientists across Amazon"s device ecosystem
• Drive adoption of trust standards within your org and influence adjacent teams
• Use metrics and data to drive operational excellence and continuous improvement
• Balance innovation with sustainable systems evolving with regulations and customer expectations

Why Join Us

• Lead generative AI teams impacting millions of customers daily
• Contribute to Amazon"s responsible AI standards for privacy and trust
• Build world-class teams solving novel challenges at the intersection of AI and customer protection
• High-visibility role with significant impact on Amazon"s device strategy

About the team

Amazon"s Devices & Services Trust CX Innovations team builds responsible AI for consumer devices. We deliver privacy-first, accessible, and trustworthy AI experiences used daily across Amazon"s device ecosystem-Alexa, Echo, and ambient computing products. Our mission: push generative AI boundaries while maintaining Amazon"s high bar for customer trust, privacy, inclusion, and accessibility.

Role Overview