Software Development Manager (SDM), Concessions and CAP Tech

Amazon's mission is to be 'Earth’s most customer-centric company,' and our award-winning Customer Service (CS) team is a key part of that mission. Amazon CS is among the world's largest customer service organizations, with tens of thousands of Customer Service Associates providing world-class support around the clock in over 20 languages. The Concessions team enhances CS by developing sophisticated products for both customers and Customer Service Associates. These solutions enable seamless self-service and automation for customers, while allowing associates to effectively address issues through intuitive, human-centered design.
We are seeking a talented leader with strong technical and management background to join our Customer Experience Products organization on the CS Concessions Tech team. In this role, you will lead a team that is reimagining how we remediate Amazon customers in a Native AI-world, leading the redesign and revamp of the 15 year old monolith. You will have the opportunity to influence a large group of product owners, software engineers, machine learning experts, and data scientists globally as we build the foundation that powers customer service experiences across Amazon. This role will give you the chance to tackle challenges that influence millions of customers, sellers, and products around the world.
Key job responsibilities
- Lead the design, implementation, and successful delivery of large-scale software efforts involving significant work on the CS Concessions stack, working backwards from customer needs to define vision and architecture.
- Create, prioritize, communicate, manage, and execute roadmaps and project plans while reporting on status of development, quality, operations, and system performance to management.
- Foster a culture of continuous engineering improvement through mentoring, feedback, and metrics while building a strong cross-functional organization through effective hiring, coaching, and talent development.
- Partner with diverse stakeholders to understand requirements, priorities, and processes, serving as the primary point of contact for project deliverables across teams.
- Propose and implement new projects and system improvements, setting clear, measurable quality goals for your organization in a data-driven way that improves performance and cost efficiency.
A day in the life
You'll tackle challenges that influence millions of customers, sellers, and products around the world. Your day involves collaborating with team members on design decisions, reviewing code, and troubleshooting production systems. You'll balance immediate deliverables with planning for longer-term architectural improvements, all while leading your team through development cycles measured in weeks, not years. You'll spend time mentoring engineers, aligning stakeholders, and ensuring your team has what they need to deliver exceptional results.
About the team
WW Concessions, part of CS, develops and scale products and services that enable customers, CSAs, and Amazon employees to process concessions in an automated, secure and consistent way. Concessions are remediations issued to customers in response to a defect to rectify bad customer experiences and rebuild their trust. The product portfolio includes customer-facing experiences, automation products, policy system and concession issuance workflows at a global scale. We focus on robust architecture, world-class UX, and leverage our Big Data to drive insights and solutions through a myriad of applications.
- 3+ years of engineering team management experience
- 7+ years of engineering experience
- 8+ years of leading the definition and development of multi tier web services 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
- Experience designing or architecting (design patterns, reliability and scaling) of new and existing systems
- 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
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