Description

"We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better." - Jeff Bezos, Founder & CEO.

We didn’t make Amazon a trillion-dollar company, our customers did and we want to ensure that our customers always have a positive experience that keeps them coming back to Amazon. To help achieve this, the Worldwide Defect Elimination (WWDE) team, within Amazon Customer Service, relentlessly focuses on maintaining customer trust by building products that offer appropriate resolutions to resolve issues faced by our customers. WWDE engineers solve complex problems and build scalable solutions to help our customers navigate through issues and eliminate systemic defects to prevent future issues.

Key job responsibilities

As a Software Development Manager (SDM), you will:

• Serve as a technical owner for Andon Cord products and lead a team of software engineers to develop and maintain Andon Cord Defect Elimination applications.

• Work with leadership, product partners and your team to curate your roadmap and steer technical decisions.

• Influence engineering standards and manage your team to continuously improve the quality of our applications.

• Drive technical decisions to establish a solid platform for customer experience optimization. This involves engineering solutions for global scalability, multi-language support, and seamless integration with Amazon's existing infrastructure.

Your expertise will be crucial in pushing the technical boundaries of customer analytics, directly impacting Amazon's global operations, revenue and customer satisfaction metrics.

A day in the life

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment.

The benefits that generally apply to regular, full-time employees include:

• Medical, Dental, and Vision Coverage

• Maternity and Parental Leave Options

• Paid Time Off (PTO)

• 401(k) Plan

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you!

At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply

About the team

Andon Cord (AC) is a flagship Customer Service program that manifests our commitment to prevent customers from receiving defective products that degrade their Amazon experience. We use AC to detect repeat negative customer experiences and eliminate the underlying upstream defect(s). The AC team re-imagines the way we leverage customer interactions/feedback for defect identification to enable more reliable downstream defect resolutions that drives customer experience improvements throughout the consumer business. Andon Cord empowers our front-line customer service agents to pull a product off the Amazon website if they think that there is a problem with any of the products sold, in addition to statistical and machine learning-based automated defect detections.

Basic Qualifications

• 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

Preferred Qualifications

• 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

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $166,400/year in our lowest geographic market up to $287,700/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.