Software Development Manager, SDM, CET WW Concessions

Amazon.com is broadly recognized as number one in Customer Service in the US and abroad. At Amazon, we drive innovation and customer obsession into everything we do, and this is especially true in the Customer Engagement Technology (CET) department . We are at the forefront of customer experience, seeking to delight our customers in every interaction. We are among the world's largest customer service organizations, with tens of thousands of Customer Service Associates providing world-class support .

WW Concession, part of CET, develop and scale products and services that enable customers, CSAs, and Amazon employees to process concessions in an automated, secure and consistent way. Concessions are remediation issued to customers in response to a defect to rectify bad customer experiences and rebuild their trust. The product portfolio includes customer-facing experiences, automation products, policy system and concession issuance workflows at a global scale. We focus on robust architecture, world-class UX, and leverage our Big Data to drive insights and solutions through a myriad of applications.

We are looking for a talented leader with strong technical and management background to join the team, and subsequently build a vision and execute on the roadmap building concessions at scale. As a Software Development Manager, you will lead your team to engineer, scale, and optimize large scale distributed systems. You will collaborate with technical teams and business owners across Amazon. This role will give you the opportunity to influence a large group of product owners, software engineers, machine learning experts, and data scientists globally. Our organization develops software that spans across the full stack with a wide range of technical challenges. You will drive software innovations to improve performance and cost. You will lead the team in raising the bar with quality, security and operational excellence. Come join us and help solve a challenging set of problems in a space packed full of opportunities.

Key job responsibilities
The role requires you to be able to manage the overall software development life-cycle which includes the following responsibilities:

- 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 engineers 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.
- Partner with a diverse stakeholders to understand requirements, priorities, and processes.
- Propose and implement new projects or recommend system improvements.
- 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.
- 3+ years of engineering team management experience
- 7+ years of engineering experience
- 8+ years of leading the definition and development of multi tier web services experience
- 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 partnering with product or program management teams- 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

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