Senior Manager, Software Development, Amazon Customer Service

DESCRIPTION

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 Senior Manager, Software Development to lead the engineering teams to deliver on 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 multiple engineering teams that obsess 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 multiple high-performing development teams
• Manage overall software development life-cycle via your leaders
• 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 senior leaders 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

• 10+ years of engineering experience
• 5+ years of engineering team management experience
• 10+ years of planning, designing, developing and delivering consumer software experience
• Experience partnering with product or program management teams
• Experience managing multiple concurrent programs, projects and development teams in an Agile environment

PREFERRED QUALIFICATIONS

• Experience partnering with product and program management teams
• Experience designing and developing large scale, high-traffic applications

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, disability, age, or other legally protected status. If you would like to request an accommodation, please notify your Recruiter.

Read Full Description