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 Agentic AI 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 Agentic AI technology
roadmap in order to measure and improve our customers and CSAs experience and
effectiveness worldwide. This is an exciting opportunity to build AI
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 all 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 support
Amazon’s CSAs 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. Basic Qualifications: - 4+
years of engineering team management experience
- 7+ years of working directly within engineering teams 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 Preferred
Qualifications: - 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
Amazon is an equal opportunity employer and does not discriminate on the basis
of protected veteran status, disability, 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
[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.
