Software Development Manager, Amazon Customer Service

- 3+ years of engineering team management experience
- 7+ years of engineering experience
- 3+ years of designing or architecting (design patterns, reliability and scaling) of new and existing systems 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
- Bachelor's degree
- 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
- Proven track record of building and managing high performing engineering teams.
- Strong business and technical vision.
- Ability to handle multiple competing priorities in a fast-paced environment.
- Previous demonstrated project management success on high-volume complex projects.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
We're looking for an experienced Software Development Manager (SDM) to build and lead a new team creating the next generation of transporter support software systems. The Shipping & Delivery Support (SDS) Tech team builds solutions leveraging machine learning (ML), large-language models (LLMs), and generative artificial intelligence (genAI) to provide transporters, delivering packages to customers on behalf of Amazon, with best-in-class support when they need it.

This is a high-impact role where you'll shape the technology powering one of the most complex customer service operations in the world. As the SDM, you'll independently own and deliver the software that supports our global network of delivery transporters. You'll lead a skilled team through the full software lifecycle - from designing to deploying and maintaining mission-critical systems.

SDS Tech is a highly cross-functional team across software, science, analytics, program, and product to execute the strategic direction of SDS. We aim to significantly reduce the effort required for transporters and associates to communicate and resolve problems. As the SDM, you will manage a team of talented engineers to deliver against the strategic vision that you help set. You will work closely with business leaders, scientists, and other software engineers and SDMs to set a charter for your team and for the programs we support. You will be the guardian for software excellence within the team as we maintain and build new backend services and front-end tooling to support evolving business needs.

Key job responsibilities
- Recruit, hire, mentor, and manage a team of software engineers.
- Foster career growth and a strong team culture.
- Interface with internal stakeholders and product managers to understand requirements, set priorities, and communicate direction and progress.
- Own operational metrics and support for your team’s software.
- Manage the agile development process and methodology to deliver tech requirements on time and with a high-degree of precision and quality.
- Coordinate with stakeholders in other groups as well as drive alignment across multiple orgs on shared goals and initiatives.
- Help develop long-term org design and architectural decisions.
- Help develop long-term business and technology strategies.
- Drive improvements in software engineering and operational practices.

A day in the life
Work/Life Balance
Our team puts a high value on work-life balance. It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.

Mentorship & Career Growth
Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign opportunities based on what will help each team member develop into a better-rounded contributor.

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

Inclusive Team Culture
Here at Amazon, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (diversity) conferences. Amazon’s culture of inclusion is reinforced within our 14 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan

About the team
As Earth’s most Customer Centric Company, Amazon’s Customer Service (CS) organization builds solutions that provide our customers with the best experience for fast resolutions when faced with an order issue. The Shipping and Delivery Support (SDS) Tech team provides value by combining expertise in Amazon Transportation Services with the scale and support infrastructure of Amazon Customer Service to ensure successful deliveries, gather intelligence to prevent future delivery problems, and automate resolution without requiring human intervention.