Software Development Manager, Customer Service

Software Development Manager, Amazon Customer Service

Job :  |  Services LLC

We are looking for a Software Development Manager passionate about building technology and tools used by Amazon's Customer Service team worldwide. This hands‑on leadership role involves delivering new technologies and recruiting high‑performing talent to build the next generation of operations technologies for Customer Service.

• 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.

This role is part of Service Resource Management, a team within Customer Service focused on unlocking step‑change improvements in how our network serves customers worldwide. The team works backwards from a multi‑year outlook, moves fast, and collaborates closely to deliver high‑impact opportunities.

• 3+ years of engineering team management experience.
• 7+ years of direct engineering experience.
• Knowledge of engineering practices and patterns for the full software/hardware/network development life cycle, including coding standards, code reviews, source control management, build processes, testing, certification, and live‑site operations.
• Experience partnering with product or program management teams.
• Experience with iterative, agile development methodologies (including scrum).
• Experience with web services, cloud infrastructure, and system design.
• Experience operating consumer‑facing web applications with high reliability requirements.

• Experience communicating with users, technical teams, and senior leadership to collect requirements, describe software product features, technical designs, and product strategy.
• Experience recruiting, hiring, mentoring, and coaching teams of Software Engineers to improve their skills and effectiveness.
• Experience with application security architecture, security code reviews, security testing, incident response, or security infrastructure.
• 5+ years of cloud‑based solution experience (AWS or equivalent), system, network, and operating system experience, or a bachelor’s degree in a related field.
• Experience leading engineering teams building AI/ML or generative AI‑powered products in production.
• Familiarity with customer service operations, workforce management, or financial and operational tooling domains.

The base salary range for this position is $ – $ USD annually. Your Amazon package will include sign‑on payments and restricted stock units (RSUs). Final compensation will be determined based on experience, qualifications, and location.

Amazon offers comprehensive benefits including health insurance (medical, dental, vision, prescription), life insurance, EAP, mental health support, flexible spending accounts, adoption and surrogacy reimbursement, 401(k) matching, paid time off, and parental leave.

Amazon is an equal‑opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.