Amazon Customer Service handles hundreds of millions of customer contacts each year across every Amazon business. Our Associate Experience organization owns the products, platforms, and AI systems that determine how Customer Service Associates (CSAs) onboard, learn, receive coaching, improve performance, and collaborate with AI.
As AI increasingly automates routine interactions, associates will spend more time exercising judgment, solving complex customer problems, and delivering personalized experiences. We are investing in reimagining how associates develop these capabilities, moving from fragmented tools and manual workflows toward an intelligent workforce platform that continuously develops associate capability throughout their career.
We are seeking an experienced Software Development Manager to lead the Associate Development Platform.
You will lead the engineering team responsible for modernizing onboarding, learning, coaching, performance management, and future associate engagement experiences used by hundreds of thousands of Customer Service Associates globally. Your team will build the shared capabilities powering adaptive learning, embedded coaching, personalized guidance, notifications, and performance experiences integrated directly into the associate workflow.
The current platform does not exist in the form it needs to. This leader will define the engineering strategy, build the team, establish long-term architecture, and partner closely with Product, UX, Applied Science, Business Intelligence, and Operations to create the next generation of workforce development experiences.
Key job responsibilities
> Build and lead a high-performing software engineering team responsible for the Associate Development Platform.
> Define the engineering strategy and technical roadmap for onboarding, learning, coaching, performance management, and workforce development experiences.
> Modernize fragmented associate experiences into a unified platform embedded directly within the associate workflow.
> Partner closely with Product, UX, Applied Science, Business Intelligence, and Operations to deliver intelligent associate experiences.
> Drive architecture, operational excellence, security, engineering quality, and software delivery across multiple products.
> Hire, coach, and develop engineers while establishing a strong engineering culture.
- 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 designing or architecting (design patterns, reliability and scaling) of new and existing systems
- 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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