The Amazon Customer Service (CS) organization is at the forefront of customer
experience – seeking to delight our customers in every interaction they have,
whether through self-serve technology and tools (e.g., chatbots), or by
interacting directly with our associates. Customer Service works to offer
effective, empathetic, and efficient issue resolution when our customers need
us, and are also champions of driving defects out of customer experiences across
the entire company, relentlessly advocating on behalf of customers and keeping
them at the heart of everything we do.
The Contact Handling Experience team within CS is seeking a talented and people
obsessed Software Development Manager to lead an engineering team to deliver on
part of the vision, strategy, and execution of Customer Service Associate (CSA)
facing applications and tools, which are the cornerstone of our ability to
deliver the experience we intend for our customers. In this role, you will lead
an engineering team that obsesses over the CSA experience and building the right
applications and tools to support them in the day-to-day interactions with
customers. You and your team will develop world-class products, build
closed-loop mechanisms to inform priorities, and own our technology roadmap in
order to measure and improve associate experience and effectiveness worldwide.
This is an exciting opportunity to build industry-standard defining products and
make an impact on customer experience at Earth’s most customer-centric company.
Key job responsibilities
• Manage a high-performing development team
• Manage overall software development life-cycle
• Create, prioritize, communicate, manage, and execute roadmaps, project plans,
and commitments
• Report on status of development, quality, operations, and system performance
to management
• Work closely with Sr. Engineers and Team Leaders to architect and develop the
best technical design and approach
• Foster culture of continuous engineering improvement through mentoring,
feedback, and metrics
• Hire, coach, and mentor individuals; build a strong cross-functional
organization
• Interface with a diverse customer base to understand requirements, priorities,
and processes
• Propose and implement new projects or recommend system improvements.
• Own operational metrics and support
• Have the obsession to drive a better customer experience through everything
that we do here at Amazon
• Bring innovative ideas to the table every day, in order to find better ways of
accomplishing our customer objectives
• Set clear, measurable quality goals for an organization in a data-driven way
A day in the life
You will work closely with colleagues across cross-functional stakeholder teams
within Amazon to drive collaboration and influence them to prioritize projects,
meet objects and adhere to business plans towards shared objectives.
About the team
The Contact Handling Experience (CHEX) team develops products to deliver Earth's
most customer-centric customer service. Working backwards from CSAs as the
customers served by these products, the team builds effortless solutions to
handle and resolve customer contacts while providing insights to delight
customers with each interaction.
