Software Development Manager – Associate Development Platform

About the Role

Amazon Customer Service engages with hundreds of millions of customers yearly across various Amazon businesses. The Associate Experience team is accountable for products, platforms, and AI systems that shape how Customer Service Associates (CSAs) onboard, learn, receive coaching, enhance performance, and interact with AI tools.

With increasing automation of routine tasks through AI, associates are focusing more on judgment-based activities, resolving complex customer issues, and offering tailored experiences. Amazon is modernizing the methods through which associates develop skills by transitioning from disconnected tools to an advanced workforce platform fostering continuous development throughout their careers.

Responsibilities

• Lead and manage a high-performing software engineering team responsible for the Associate Development Platform.
• Develop and execute the technical roadmap and engineering strategy covering onboarding, learning, coaching, performance management, and workforce development.
• Unify various fragmented associate experiences into a coherent platform integrated directly into associate workflows.
• Collaborate with cross-functional teams such as Product, UX, Applied Science, Business Intelligence, and Operations to deliver intelligent and adaptive associate experiences.
• Drive architectural decisions, ensure operational excellence, security, engineering quality, and reliable software delivery across multiple products.
• Recruit, mentor, and foster a strong engineering culture within the team.

Basic Qualifications

• Minimum of 3 years managing engineering teams.
• At least 7 years of overall engineering experience.
• 8+ years leading design and development of multi-tier web services.
• Deep understanding of engineering best practices across the full development lifecycle including coding standards, code reviews, source control, build processes, testing, certification, and live operations.
• Experience collaborating with product or program management teams.
• Proven ability to design or architect systems concerning design patterns, reliability, and scalability.

Preferred Qualifications

• Strong communication skills to liaise with users, technical teams, and senior leadership to gather requirements and convey technical designs and product strategies.
• Experienced in recruiting, hiring, and mentoring software engineers to enhance their skills and productivity.

Additional Information

The organization fosters an inclusive culture encouraging employees to produce exceptional outcomes for customers. Accommodations during hiring or onboarding are available for candidates with disabilities. For support or assistance requests, applicants should contact the recruiting partner as per regional availability.

Location: ADCI HYD 13 SEZ, Hyderabad, Telangana, India.

Job ID: A10465091