The Driver and Delivery Support Tech team within the Amazon Customer Service organization is looking for a motivated individual with strong analytical skills and practical experience to lead the development of the next generation of customer support software systems. This team builds tools to enable issue-resolution processes through self-service, automation, or Customer Service Associates.

We are looking for an experienced Software Development Manager (SDM) to help set the technical vision for the products they own. In this role, you will guide a team of talented engineers through solving ambiguous and complex problems, tackling a diverse landscape of technical challenges. You will be passionate about building reliable, consistent, and scalable systems, and bring a strong operational track record while working across multiple teams geographically dispersed. As an SDM on this team, you will take on complex technical challenges and develop innovative, GenAI-enabled solutions that elevate the customer service experience for Drivers delivering packages on behalf of Amazon. You will partner closely with Product, Program, UX, and Operations stakeholders to shape roadmaps, prioritize investments, and deliver high-impact features on time.

The successful candidate is expected to be a hands-on technical manager who understands and sets a high bar for all phases of the software development life-cycle — including design, development, documentation, testing, experimentation, and operations. We are looking for passionate people who love to innovate, thrive in ambiguity, and care deeply about creating the best quality experiences for our customers.

• Key job responsibilities
• Work closely with software developers and managers to architect and develop the best technical designs, architectures and implementations.
• Develop monthly, quarterly and yearly strategy and roadmaps for the team based on project priorities and project benefit.
• Excellent written and verbal communication skills with the ability to present complex technical information in a clear and concise manner to a variety of audiences.
• Work with Product and Program Managers to develop and evolve the vision and strategy for the team.
• Use Agile principles to run the development lifecycle for team’s applications and services.
• Manage, execute and communicate project plans and delivery commitments.
• Staff, mentor, enhance and maintain a best-of-class software development teams.

A day in the life
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.

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!

About the team
As Earth’s most Customer Centric Company, Amazon’s Customer Service builds solutions that provide our customers with the best experience for fast resolutions when faced with an order issue. The Driver and Delivery Support 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.

Basic Qualifications

• 7+ years of engineering experience
• 3+ years of engineering team management experience
• Experience partnering with product or program management teams
• Experience designing or architecting (design patterns, reliability and scaling) of new and existing systems
• 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 managing a team of high calibre Software Engineers developing complex, world class, scalable software systems that have been successfully delivered to customers

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

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.