Customer Trust & Partner Support (CTPS) is responsible for creating a trustworthy shopping experience across Amazon stores worldwide by protecting Customers, Brands, Selling Partners and Amazon from fraud, counterfeit, and abuse as well as empowering, providing world-class support, and building loyalty with Amazon's millions of selling partners. We value individual expression, respect different opinions, and work together to create a culture where each of us is able to contribute fully. Our unique backgrounds and perspectives strengthen our ability to achieve Amazon's mission of being Earth's most customer-centric company.
We strive to make Amazon the best way for Partners to reach customers locally and globally and to operate their businesses, driven by the accurate and efficient support and solutions we provide them.
PSAS (Partner Solutions and Support) focuses on both preventing Selling Partner (Seller, Vendor and Brand Registry) contacts through preventing issues based on knowledge obtained during our support interactions, and for handling those contacts with quality and efficiency. To achieve this vision, we invest in technology to eliminate the root cause defects that cause Selling Partners to seek help, build self-service tools to resolve their issues on their own without waiting for help from Amazon, and provide Associates with the tools that automate routine steps and help them deliver consistent, efficient, quality resolution. We also make daily adjustments throughout our global network to meet the needs of our Selling Partners, employees, and the business.
Are you an innovator who is excited by the opportunity to be at the forefront of redefining the way Amazon enables Selling Partner success? Do you want to drive change at global scale, impacting millions of users around the world? We are looking for a Software Development Manager with a strong sense of ownership and a passion for delivering creative solutions for complex problems on an unprecedented scale.
Key job responsibilities
This role requires working with and influencing Amazon product and tech teams across businesses and geographies, removing defects in the Selling experience that result in a direct reduction in contacts and overall cost savings. The leader will be passionate about customer experience, innovation, and cross-team partnerships to deliver business impact. You will lead a tech team that will deliver a better selling experience by partnering with multiple Program, Product and Tech Teams to eliminate defects within their systems. As part of leading a team of engineers, you will have the opportunity to create significant impact on our systems, our business and most importantly, our Selling Partners.
About the team
Our team includes product managers, program managers, SDEs, scientists, and a range of operational and other specialty roles, and we operate at scale with over 17K Amazonians in our team, spanning 50+ global locations, and handling over 85M contacts a yearBASIC QUALIFICATIONS
- 5+ years of professional experience in software development/engineering
- 2+ years of people management experience, managing engineers
- Bachelor's Degree in Computer Science or related field
- Experience working backwards from the customer and successfully delivering innovative and simple solutions
- Experience with software engineering best-practices
- Experience recruiting, hiring, and managing a team
- Experience communicating with users, other technical teams, and senior management to collect requirements, describe software product features, technical designs, and product strategy
- Experience taking a leading role in complex software delivery
- Experience taking projects from initial concept through final launch
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, disability, age, or other legally protected status. If you would like to request an accommodation, please notify your Recruiter.
Software and Programming