Sr Manager, Software Development , Customer Service Network Solutions

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About this role

Sr Manager, Software Development , Customer Service Network Solutions Seattle, Washington, USA Customer experience is at the heart of all we do at Amazon, as we strive to be Earth's most customer-centric company. Amazon Customer Service (CS) is at the forefront of customer experience, working relentlessly to provide customers a convenient, high quality, and delightful experience - across all of our CS channels - in every interaction. Within CS, Network Solutions is responsible for designing, planning, and operating the world's largest customer service network - building intelligent, adaptive systems that anticipate demand, match customers to optimal experiences, and continuously improve service quality. We are transforming CS from a manually operated, reactive model into an AI-native ecosystem that makes CS a growth driver and competitive advantage for Amazon. We are seeking a Sr. Manager, Software Development to lead the engineering team building the Network Control Center (NCC) - an AI-native system that will transform how Amazon detects, responds to, and recovers from incidents across our global Customer Service network. Today, our incident management relies on 18+ disconnected tools, 42 manual steps, and reactive detection that takes over 30 minutes. This leader will build the engineering team and technical systems that replace this fragmented approach with continuous observability, autonomous response, and intelligent customer recovery - all operating in real-time at massive scale. The ideal candidate is a strong technical leader who thrives in ambiguity, can translate a bold vision into a concrete engineering roadmap, and is passionate about building high-performing teams. You

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