Customer Experience Innovation Lead

1 week ago


Toronto, Ontario, Canada Amazon Full time

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



  • Toronto, Ontario, Canada SEPHORA Full time

    Job OverviewWe are seeking a skilled Customer Experience Lead to join our team at Sephora. As a key member of our store operations, you will play a critical role in ensuring that our customers receive an exceptional shopping experience.About the RoleThe Store Experience Manager is responsible for managing all aspects of customer service and experiences...


  • Toronto, Ontario, Canada Ontario Centre of Innovation Full time

    Ontario Centre of Innovation (OCI) is a leader in driving innovation and entrepreneurship across the province. We are currently seeking a highly skilled Director of Innovation Ecosystem to join our team.The estimated salary for this position is $95,000 - $125,000 per year, commensurate with experience and qualifications.About the RoleWe are looking for a...


  • Toronto, Ontario, Canada 24 Seven Talent Full time

    About 24 Seven TalentWe're a forward-thinking company at the forefront of innovative product development, driven by a passion for simplicity, ease of use, elegance, and joy. Our culture and values are built on a foundation of excellence, autonomy, and ownership.Our OfferingThis role offers unparalleled opportunities for growth and development in a dynamic...


  • Toronto, Ontario, Canada 24 Seven Talent Full time

    About the RoleAs a highly influential leader, you will oversee the development of innovative user experiences that drive business success.Key ResponsibilitiesPushing back on poor design decisions to ensure high-quality outcomesDeveloping and implementing ideas to improve and evolve user experiencesLeading projects and collaborating with customers to deliver...


  • Toronto, Ontario, Canada 24 Seven Talent Full time

    Company Overview:As a key member of the 24 Seven Talent team, you will have the opportunity to work with top companies and contribute to shaping the future of user experience.Salary:$120,000 - $150,000 per yearJob Description:As Director of User Experience Innovation, you will be responsible for pushing back on poor design decisions from your team and...


  • Toronto, Ontario, Canada Recrute Action Full time

    Recrute Action is seeking a skilled Digital Innovation Lead to join their team. This exciting opportunity involves leading the design, development, and rollout of GenAI innovations and cloud capabilities.The ideal candidate will have 7-10 years of professional front-end development experience, expertise in Adobe Experience Manager (AEM), and proficiency in...


  • Toronto, Ontario, Canada Royal Bank of Canada> Full time

    We are seeking a highly skilled and experienced Lead Tech Strategist to join our team at the Royal Bank of Canada.About the RoleThis is an exceptional opportunity to lead our digital innovation efforts and drive business growth through strategic technology initiatives. As a key member of our team, you will be responsible for developing and implementing...


  • Toronto, Ontario, Canada Unreal Gigs Full time

    Job SummaryWe are seeking an experienced Blockchain Innovation Lead to join our team at Unreal Gigs. This role will lead the development of decentralized applications, DeFi protocols, and NFT platforms using smart contract technology.About the RoleThe Blockchain Innovation Lead will be responsible for designing, developing, and deploying secure, efficient,...


  • Toronto, Ontario, Canada Martyn Bassett Associates Full time

    About the RoleMartyn Bassett Associates is seeking a seasoned Product Innovation Director to lead our client's consumer experience team in Toronto. As the first Head of Product, you will be instrumental in shaping the company's product vision and strategy.Key ResponsibilitiesDevelop and execute a product roadmap that drives revenue growth and customer...


  • Toronto, Ontario, Canada SEPHORA Full time

    About Sephora CanadaWe're passionate about finding and sharing beauty in the world. Our constant innovation, ability to see and lead trends, and focus on providing an outstanding customer experience make us the most-loved beauty community and top of mind for every Canadian.


  • Toronto, Ontario, Canada Lead Full Stack Developer Full time

    Job DescriptionWe are seeking a Senior Technical Lead to oversee the development of both front-end and back-end components of web & Mobile applications. This role combines technical expertise with leadership skills to guide a team of developers in delivering high-quality software solutions.Key ResponsibilitiesProvide guidance and mentorship to junior and...


  • Toronto, Ontario, Canada NearSource Full time

    About UsNearSource Technologies is a leading provider of innovative solutions for Fortune 500 companies in Canada. We are seeking a highly skilled Data Analytics Innovation Lead to drive our web analytics strategy forward.


  • Toronto, Ontario, Canada 24 Seven Talent Full time

    Job DescriptionSynopsis:We are seeking a highly skilled Senior Product Experience Lead to join our team at 24 Seven Talent. As the head of product design, you will be responsible for creating a cohesive and consistent product experience across all touchpoints.About UsWe're a dynamic and innovative company with a top-notch culture and values. Our product is...


  • Toronto, Ontario, Canada ZapCom Group Inc Full time

    Job DescriptionZapCom Group Inc is a leading innovator in software applications. We are seeking a seasoned Product Owner to join our team and drive the delivery of cutting-edge products.About the RoleWe are looking for an experienced professional with strong business acumen, able to elicit requirements from various stakeholders and represent the voice of the...


  • Toronto, Ontario, Ontario, Canada Lead Full Stack Developer Full time

    Lead Full Stack DeveloperCLIENT: Top 5 Bank Duration: 6 months from start date; Extension is highly possible/ Potential perm conversion availableWork Location: Hybrid 1-2 days a week downtown Toronto,Hours: 37.5Role definition:A Full Stack Development Lead is responsible for overseeing the development of both the front-end and back-end components of web &...

  • Operations Team Lead

    3 weeks ago


    Toronto, Ontario, Canada Pizza Hut Full time

    Job DescriptionWe are seeking a highly skilled Operations Team Lead to oversee the daily operations of our customer-facing teams at Pizza Hut. This is an exciting opportunity to join a dynamic team and contribute to delivering exceptional customer experiences.Key Responsibilities:Team Leadership: Supervise a team of 5-10 staff members, providing guidance,...


  • Toronto, Ontario, Canada Enso Connect Full time

    About Enso ConnectAt Enso Connect, we are shaping the future of hospitality with our innovative guest experience platform.Job SummaryWe are seeking a bilingual Spanish-speaking Customer Success Manager to join our team. As a key member of our customer success department, you will be responsible for managing the onboarding process for new clients, ensuring a...


  • Toronto, Ontario, Canada Häfele Full time

    Häfele Job DescriptionThe Customer Service Representative role at Häfele is a critical position that requires strong communication and problem-solving skills. In this position, you will be responsible for managing customer needs, working with customers to create and modify orders, and educating customers on new products and innovations in the industry.Key...


  • Toronto, Ontario, Canada Flinks Full time

    About FlinksFlinks is revolutionizing the financial industry by empowering consumers with control over their financial data. Our mission is to unlock the full potential of financial data and enable businesses to create innovative, client-centric products.We are trusted by hundreds of companies and connect over 250 million financial accounts. Our products...


  • Toronto, Ontario, Canada The Leadership Agency Full time

    Job DescriptionWe are seeking an experienced Customer Experience Manager to join our team at The Leadership Agency. In this role, you will be responsible for leading our customer support team and ensuring that we deliver exceptional experiences to our customers.