Amazon.com Services LLC
Technology
SrManager,SoftwareDevelopment,CustomerServiceNetworkSolutions
Neural analysis suggests this role is
optimal for Manager candidates.
“Sr Manager, Software Development, Customer Service Network Solutions at Amazon.com Services LLC. Skills: Software development, AI-native systems, Incident management, Team leadership. Lead design, architecture, and delivery of AI-native observability. Build and develop high-performing engineering team”
Industry & Context.
Root cause analysis
What They're Looking For.
Must Have
10+ years of engineering experience, 5+ years of engineering team management, 10+ years of planning, designing, developing and delivering consumer software, Experience partnering with product or program management, Experience managing multiple concurrent programs, projects and development teams in an Agile environment
Nice to Have
Experience managing engineers, Experience designing and developing large scale, high-traffic applications, Experience designing or architecting new and existing systems
What You'll Do.
and delivery of AI-native observability
Build and develop high-performing engineering team
Hire and mentor software development engineers
Architect real-time signal detection and observability systems
Monitor network health
Identify risks and anomalies
Deliver autonomous incident response and recovery capabilities
Replace manual processes with intelligent intervention
Partner with Applied Science teams
Develop and integrate ML models
Drive technical roadmap execution
Balance speed of delivery with architectural quality
Collaborate cross-functionally
Integrate platform capabilities
Establish operational excellence practices
Manage incident response
Manage continuous improvement
How You'll Work.
Team & Collaboration
Cross-functionally across Network Solutions; Partner teams
Process & Methodology
Agile environment, Roadmap execution
Full Job Description
Customer experience is at the heart of all we do at Amazon, as we strive to be Earth's most customer-centric company. Amazon Customer Service (CS) is at the forefront of customer experience, working relentlessly to provide customers a convenient, high quality, and delightful experience — across all of our CS channels — in every interaction. Within CS, Network Solutions is responsible for designing, planning, and operating the world's largest customer service network — building intelligent, adaptive systems that anticipate demand, match customers to optimal experiences, and continuously improve service quality. We are transforming CS from a manually operated, reactive model into an AI-native ecosystem that makes CS a growth driver and competitive advantage for Amazon. 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 milli
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