Amazon

Sr Manager, Software Development , Customer Service Network Solutions

Amazon$220K — $297K *
Information Technology
8 - 10 years of experience
Job Overview by Ladders

Qualifications

  • 10+ years of engineering experience
  • 5+ years of engineering team management experience
  • 10+ years in planning, designing, developing and delivering consumer software
  • Experience partnering with product or program management teams
  • Proven ability to manage multiple projects and Agile development teams

Responsibilities

  • Lead design and delivery of an AI-native observability and incident management service
  • Build and mentor a high-performing engineering team
  • Architect real-time monitoring systems for network health
  • Deliver intelligent, automated incident response capabilities
  • Partner with Applied Science teams to integrate machine learning models
  • Drive technical roadmap execution from proof-of-concept to production
  • Collaborate across teams to enhance the broader Customer Service ecosystem
  • Establish operational excellence practices for production services

Benefits

  • Comprehensive health insurance (medical, dental, vision, prescription)
  • 401(k) matching
  • Paid time off and parental leave
  • Flexible Spending Accounts
  • Adoption and Surrogacy Reimbursement
  • Mental Health Support and Employee Assistance Program
Full Job Description
We are seeking a Sr. Manager, Software Development to lead the engineering team building the Network Control Center (NCC) - an AI-native system that will transform how Amazon detects, responds to, and recovers from incidents across our global Customer Service network. Today, our incident management relies on 18+ disconnected tools, 42 manual steps, and reactive detection that takes over 30 minutes. This leader will build the engineering team and technical systems that replace this fragmented approach with continuous observability, autonomous response, and intelligent customer recovery - all operating in real-time at massive scale.

The ideal candidate is a strong technical leader who thrives in ambiguity, can translate a bold vision into a concrete engineering roadmap, and is passionate about building high-performing teams. You will partner closely with science, product, and operations leaders to deliver AI-powered capabilities that detect risks before customers feel them, respond in sub-60 seconds, and execute tailored recovery actions that turn service failures into loyalty-building moments. This is an exciting opportunity to build transformative technology that directly impacts the experience of millions of customers.

Key job responsibilities

- Lead the design, architecture, and delivery of an AI-native observability and incident management service serving Amazon's global Customer Service network

- Build and develop a high-performing engineering team, hiring and mentoring software development engineers across multiple disciplines

- Architect real-time signal detection and observability systems that continuously monitor network health, identifying risks and anomalies before customer impact

- Deliver autonomous incident response and recovery capabilities that replace manual, fragmented processes with intelligent, real-time intervention

- Partner with Applied Science teams to develop and integrate ML models for anomaly detection, predictive alerting, and closed-loop learning workflows

- Drive technical roadmap execution from proof-of-concept through production, balancing speed of delivery with long-term architectural quality

- Collaborate cross-functionally across Network Solutions and partner teams to integrate platform capabilities into the broader CS ecosystem

- Establish operational excellence practices for production services, including on-call, incident response, and continuous improvement mechanisms

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 managing engineers

- Experience designing and developing large scale, high-traffic applications

- Experience designing or architecting (design patterns, reliability and scaling) of new and existing systems

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 - 220,100.00 - 297,700.00 USD annually

About Amazon

Audible is a provider of spoken audio information and entertainment , on the Internet. They provide premium spoken audio content, such as audio versions of books and newspapers and radio programs, that is delivered over the Internet and played back on personal computers and hand-held electronic devices. The Audible service allows consumers to purchase and download their content from their Website, store it in digital files and play it back on personal computers and electronic devices. More than 15,000 hours of audio content are available on their Web site, including audio versions of books, periodicals and radio programs. Several manufacturers have agreed to support and promote the playback of their content on their hand-held audio-enabled electronic devices.

Amazon Careers

Joining Amazon presents an unparalleled opportunity to become part of a vibrant team pushing the boundaries of innovation and growth in the global marketplace. As a leader in e-commerce, technology, and logistics, Amazon offers a variety of job opportunities that cater to a range of skills and professional interests. Work You’ll Do At Amazon, every day is an opportunity to collaborate with the brightest minds in technology and business to redefine what’s possible. Whether you’re interested in software development, marketing, human resources, or customer service, Amazon has a position waiting for you. Transform the way the world shops and innovates with our diverse and inclusive team. Amazon is not just a company; it’s a community where you can drive real change and contribute to projects impacting millions globally. Lead with Innovation and Leadership Amazon is the perfect place to enhance your leadership and innovation skills. Our culture encourages pushing the envelope and imagining the unimaginable. Here, you will lead projects that challenge the status quo and define new industry standards. Work with a team that values diversity and is committed to creating an inclusive environment. Our leadership is focused on harnessing the collective power of unique perspectives to foster growth and innovation. Explore Amazon’s Employment Benefits Amazon’s commitment to its employees extends beyond just career growth. We offer competitive benefits, including health care, parental leave, and diversity training, ensuring that our team not only excels professionally but also enjoys well-being and security. Internship and Networking Opportunities Start your career with an Amazon internship and gain hands-on experience that matters. Our internships provide a gateway to full-time employment and an opportunity to network with professionals across various sectors of the company. Future-Proof Your Career With Amazon, your career path is filled with numerous opportunities for advancement. Our learning and development programs are designed to nurture your professional growth and keep you at the forefront of industry trends. Stay Connected Join Our Team Discover the job opportunities at Amazon that match your skills and interests. We are constantly on the lookout for passionate, curious, and innovative team players ready to make a difference. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Explore the exciting and rewarding career opportunities that await at Amazon. Amazon is more than just a company—it’s a platform for building a promising future. Whether you’re starting or looking to advance your career, Amazon offers the resources, support, and network you need to succeed. Join us, and be a part of our continuing mission to be Earth's most customer-centric company.
Learn more about Amazon
Size
1,608 employees
Market Cap
$832.6 billion
Industry
Net Income
$21.3 billion
Founded
1994
5 Year Trend
+28.1%
Revenue
$386 billion
NASDAQ

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