Sr. Software Development Manager, MHLS Tech

Ready to transform how millions of Amazonians experience HR support at organizational scale? Apply now and join us in building the future of employee experience technology across Amazon"s global workforce.

We are seeking an Sr. Software Development Manager to lead multiple engineering teams and drive the strategic technical vision for Amazon"s employee support platform. In this high-impact leadership role, you will own the end-to-end technical strategy and organizational development for engineers building AI-powered conversational systems, knowledge management platforms, and intelligent routing solutions that serve millions of employees daily across 200+ countries.

This is a unique opportunity to operate at the intersection of leading-edge generative AI, large-scale distributed systems, and human-centered design, solving complex problems that affect every Amazonian"s daily work life while building and mentoring a multi-team engineering organization. You"ll lead multiple teams of talented engineers building systems that don"t just respond to employee questions but anticipate needs, learn from interactions, and continuously improve the employee experience at Amazon scale.

Organizational impact:

• Lead engineers across multiple teams, shaping the technical culture and engineering excellence standards for the entire My HR Live Support (MHLS) platform
• Strategic influence: Drive 3-year architectural roadmaps and influence technology decisions across PXT and HR Experience and Tech organizations
• Massive scale and complexity: Your systems will serve 1.8M+ Amazonians across 200+ countries with 99.99% uptime requirements
• AI innovation leadership: Define the AI/ML strategy for production generative AI systems using Amazon Bedrock, LLMs, and agentic frameworks for policy-compliant, context-aware HR support
• Platform architecture ownership: Shape the MHLS platform architecture with reusable services, establish engineering standards, and drive technical excellence across domain teams • Cross-organizational leadership: Partner with senior leaders across HR, operations, and technology teams to align technical strategy with business objectives
• Talent development at scale: Build and mentor future SDMs and Principal Engineers while establishing career development frameworks for your organization
• Technical depth: Maintain hands-on technical credibility while solving challenges in natural language understanding, knowledge retrieval, multi-modal interactions, and real-time personalization at Amazon scale

Leadership scope:

• Manage multiple Software Development Managers and their teams
• Own technical strategy and delivery for critical platform capabilities serving all of MHLS
• Drive architectural decisions impacting multiple teams and organizations
• Influence hiring, compensation, and promotion decisions across the broader engineering organization
• Represent the organization in senior leadership reviews and strategic planning sessions

Key job responsibilities

Technical Leadership

• Define architectural vision for MHLS on USC platform establishing scalability, maintainability, and AWS best practices across teams
• Lead AI/ML strategy leveraging AWS services (Bedrock, SageMaker, Lambda) for predictive support and intelligent automation
• Partner with Principal Engineers on multi-year architecture roadmaps balancing platform evolution with business impact
• Establish engineering excellence standards through coding practices, design patterns, and technical review processes
• Champion operational excellence via monitoring, alerting, incident management, and continuous reliability improvement
• Drive technology evaluation strategy to simplify systems, reduce technical debt, and enable breakthrough capabilities
• Influence technical decisions across PXT and HR Experience and Tech through architecture reviews and strategic planning

People Leadership

• Build high-performing engineering organizations recruiting top talent
• Develop other Software Development Managers through coaching and leadership development programs
• Mentor engineers at all levels on engineering excellence, technical leadership, and Leadership Principles
• Create future leaders through career planning, stretch assignments, and growth opportunities
• Manage organizational performance through 1:1s, clear goals, constructive feedback, and talent calibration
• Build inclusive teams valuing diverse perspectives and approaches
• Drive cross-team collaboration and knowledge sharing across the organization

Product Delivery

• Partner with senior stakeholders to translate business requirements into technical solutions and multi-quarter roadmaps
• Deliver transformational features improving employee satisfaction, resolution time, and self-service adoption
• Drive platform strategy for micro-frontends, reusable services, and guided workflows empowering domain teams
• Architect intelligent automation for workforce management, case routing, and service delivery optimization
• Make strategic trade-offs between speed and quality, balancing technical debt with business velocity
• Manage complex multi-team programs with clear communication and proactive risk mitigation

Cross-Functional Collaboration

• Influence product strategy with technical insights, feasibility analysis, and innovation proposals • Translate business objectives into technical roadmaps aligned with organizational goals • Lead AI/ML integration into production with appropriate guardrails and responsible AI practices • Ensure technical solutions enable intuitive employee experiences through user research and feedback • Build partnerships with HR stakeholders to understand pain points and co-create solutions • Drive alignment on shared services and architectural standards across PXT and HR Experience and Tech • Represent organization in senior leadership reviews, architecture councils, and strategic planning • Engage directly with customers to understand problems and influence priorities

Operational Excellence

• Lead operational reviews monitoring system health and maintaining 99.99% availability for critical HR systems
• Drive incident response using outages as learning opportunities to strengthen systems
• Establish metrics-driven culture using data to inform decisions and demonstrate business value
• Build operational resilience through chaos engineering, disaster recovery, and capacity management

A day in the life

A day in the life

Your days will be dynamic and varied, balancing strategic leadership with organizational development:

• Lead through managers by conducting 1:1s with your Software Development Managers, coaching them on team health, technical decisions, and leadership challenges
• Drive architectural strategy by reviewing design documents from multiple teams, providing strategic direction, and building consensus on platform-wide technical approaches
• Ensure operational excellence by leading operational reviews across teams, identifying systemic issues, and driving proactive improvements to maintain 99.99% availability
• Practice customer obsession by meeting with HR leaders and service teams to understand organizational challenges, shape product strategy, and influence multi-quarter priorities
• Develop leadership talent by mentoring SDMs on people management, technical leadership, and career progression while identifying future leaders in the organization
• Research and innovate by evaluating emerging technologies (Gen AI capabilities, AWS services, architectural patterns) and defining adoption strategy across teams
• Solve organizational problems by addressing escalated technical and people issues, removing blockers, and ensuring teams have the resources and support they need
• Collaborate at scale by partnering with Principal Engineers, senior leaders, and product executives to align on technical vision, resource allocation, and delivery plans
• Shape organizational culture by establishing engineering standards, promoting best practices, and fostering a culture of ownership, innovation, and continuous learning

Success Milestones

• First 30 days:

Understand USC architecture and organizational structure, build relationships with SDMs and stakeholders, assess team health, identify organizational gaps

• First 90 days:

Establish technical vision aligned with multi-year roadmap, make key SDM/senior IC hires, define team charters, lead first cross-organizational initiative

• First year:

Deliver major Gen AI platform capabilities improving key metrics, build high-performing multi-team organization, establish trusted senior partnerships, drive architectural transformation, develop SDMs and engineers to promotion

About the team

Want to revolutionize HR support for millions of Amazonians worldwide? Join the HR Experience and Technology team within PXT organization.

We"re building the Unified Service Console (USC)-a transformative platform that combines AI-powered employee relationship management with intelligent automation. Our mission: transform HR support delivery through swift, accurate, personalized experiences at Amazon scale.

What we"re building:

• AI-enhanced unified platform for personalized HR support.
• Intelligent systems that anticipate employee needs proactively.
• Seamless experiences connecting service teams across Amazon"s HR ecosystem.
• Scalable solutions optimizing workforce management and operational efficiency.

We"re implementing Gen AI solutions using LLMs and Agentic AI, building the next generation of intelligent HR service delivery that serves 1.8M+ Amazonians across 200+ countries.