Sr. Manager, Software Dev, D2CS Technology in Austin, Texas

Amazon is broadly recognized as #1 in Customer Service, both in the U.S. and abroad. At Amazon we pioneer, driving innovation and customer obsession into everything we do, and this is especially true in the Digital and Device Customer Service Technology (D2CS Technology) department. As we build Earth’s most customer-centric company, we need exceptionally talented, bright, and driven people.

Join us if you are ready to autonomously lead the entire D2CS Technology department, and lead top engineering talent to pioneer on behalf of Amazon’s customers. How? Building disruptive customer facing products loved by millions of customers, like Mayday’s video chat, and its device’s remote control and telestration features. Building tools that are used daily by thousands of CS and Tech Support agents, like a troubleshooting workflow engine that pulls data from the customer’s devices and provides recommendations using Artificial Intelligence. Building services that handle billions of interactions, like the Help app on all our devices, leveraging our Machine Learning engines to prioritize real-time the best solutions. All of these, on Android, iOS, FireOS, web platforms and through voice-forward iterations with Alexa.

As the World-wide Sr. Manager, Software Development, you are a pragmatic visionary that can translate business needs into technology solutions that scale both technically and operationally. You have a global team of Software Development Managers, Engineers and Test Engineers, across multiple locations in the U.S., in Europe and in India. Your teams build all the Digital and Device Customer Service and Technical Support products and services, with an end-to end ownership, and you directly influence and contribute to the roadmaps of dozens of Amazon’s products and services, including all Amazon’s devices (Kindle eReaders, Fire Tablets, Fire TV, Echo, Dash Button, etc.), all Amazon’s digital services (Prime Video, Amazon Music, Amazon Drive, etc.), as well as all the Customer Service products and services. As a member of the D2CS Leadership Team, you contribute to define the strategic direction and tactical execution of the entire organization, which includes several thousands of people across the globe. You are responsible for driving quality and enabling technical innovation. You recruit top talent, manage evolving and complex demands, including multiple projects with dependencies on dozens of other internal organizations.

We have a team culture that encourages innovation and expect developers and management alike to take a high level of ownership for the product vision, technical architecture, and project delivery. Responsibilities include direct management of technical leaders and development managers, process and quality of service improvements, strategic planning, project management for software within the team, and management of resources across teams. Successful candidates will be strong leaders who can think big, prioritize well, communicate clearly, and have a consistent track record of delivery.

Key Responsibilities:

  • 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

  • Foster culture of continuous engineering improvement through mentoring, feedback, and metrics

  • Own and champion engineering and operational excellence through establishment of group-wide metrics for measurement with a consistent, regular process for assessment and improvement

  • Interface with a diverse customer base to understand requirements, priorities, and processes

  • Set clear, measurable quality goals for an organization in a data-driven way

  • 8+ years of experience building and managing development teams that design and deliver large distributed systems.

  • 4+ years of experience of managing products, budgets and justifying resource needs to senior leaders and finance partners.

  • Bachelor in Computer Science or Engineering.

  • Ability to develop long-term strategies and influence leadership decisions.

  • Deep understanding of how their functional systems interface with – and depend upon – systems throughout the company.

  • English fluency.

  • Effective verbal and written communication skills.

  • High attention to detail and solid organizational skills.

  • Willingness to travel (20%-30%).

  • 5+ years of experience with customer facing applications or customer service related applications.

  • 5+ years of experience with Consumer Electronics devices and/or Digital services.

  • MBA or Advanced degree in Computer Science or Engineering.

AMZR Req ID: 451457