Customer Experience Innovation Lead
1 week ago
About the Role
We are seeking a highly experienced and skilled Software Development Manager to lead our engineering team in delivering innovative solutions for Amazon's Customer Service Associates (CSAs). As a key member of our Contact Handling Experience (CHEX) team, you will be responsible for driving the development of world-class products and tools that support CSAs in their daily interactions with customers.
Responsibilities
- Manage a high-performing development team to design and architect new systems and features
- Create and execute roadmaps, project plans, and commitments to deliver business outcomes
- Report on status of development, quality, operations, and system performance to management
- Foster a culture of continuous engineering improvement through mentoring, feedback, and metrics
- Hire, coach, and mentor individuals to build a strong cross-functional organization
- Interface with stakeholders to understand requirements, priorities, and processes
- Propose and implement new projects or recommend system improvements
A Day in the Life
You will work closely with colleagues across cross-functional stakeholder teams within Amazon to drive collaboration and influence them to prioritize projects, meet objectives, and adhere to business plans towards shared goals.
About the Team
The CHEX team develops products to support Amazon's CSAs in delivering Earth's most customer-centric customer service. We work backwards from CSAs as the customers served by these products, building effortless solutions to handle and resolve customer contacts while providing insights to delight customers with each interaction.
Requirements
- 3+ years of experience in managing engineering teams
- 7+ years of experience working directly within engineering teams
- 3+ years of designing or architecting new systems and features
- Knowledge of engineering practices and patterns for the full software/hardware/networks development life cycle
- Experience partnering with product or program management teams
- Experience communicating with users, other technical teams, and senior leadership to collect requirements and describe software product features
- Experience recruiting, hiring, mentoring/coaching, and managing teams of Software Engineers
What You'll Love About This Role
Amazon is committed to a diverse and inclusive workplace where everyone feels valued, respected, and empowered to contribute their best work. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information.
Estimated Salary Range: $160,000 - $200,000 per year
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