Software Development Manager (SDM), Amazon Customer Service

Amazon's mission is to be 'Earth’s most customer-centric company,' and our award-winning Customer Service team is a key part of that mission. Amazon Customer Service (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 QUEST 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 QUEST organization on the CS team. In this role, you will lead a team that is reimagining how we remediate Amazon customers in a Native AI-world. Scope will include working in the areas of Agent Tracing, Model Evaluation, Agentic Simulation, Agenting Testing, Model Guardrails and Science Primitives. You will have the opportunity to influence a large group of product owners, software engineers, Applied scientists, 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 Agentics Evaluation, Testing, Tracing and building science components, 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 scientists and engineers 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
QUEST, part of CS, is a central science org that develops and scale products and services to enable development of AI driven agentic solutions. Objective is to build science products that can allow to team to leverage our best-in-class Delphi model and to improve the quality of agents that are being built across the customer support org.

Basic Qualifications

- 3+ 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
- 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

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 for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, WA, Seattle - 184,900.00 - 250,200.00 USD annually