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 will partner closely with science, product, and operations leaders to deliver AI-powered capabilities that detect risks before customers feel them, respond in sub-60 seconds, and execute tailored recovery actions that turn service failures into loyalty-building moments. This is an exciting opportunity to build transformative technology that directly impacts the experience of millions of customers.

Key job responsibilities

• Lead the design, architecture, and delivery of an AI-native observability and incident management service serving Amazon's global Customer Service network
• Build and develop a high-performing engineering team, hiring and mentoring software development engineers across multiple disciplines
• Architect real-time signal detection and observability systems that continuously monitor network health, identifying risks and anomalies before customer impact
• Deliver autonomous incident response and recovery capabilities that replace manual, fragmented processes with intelligent, real-time intervention
• Partner with Applied Science teams to develop and integrate ML models for anomaly detection, predictive alerting, and closed-loop learning workflows
• Drive technical roadmap execution from proof-of-concept through production, balancing speed of delivery with long-term architectural quality
• Collaborate cross-functionally across Network Solutions and partner teams to integrate platform capabilities into the broader CS ecosystem
• Establish operational excellence practices for production services, including on-call, incident response, and continuous improvement mechanisms

About the team
Network Solutions is on a mission to transform Amazon Customer Service from a cost center into a growth driver by building intelligent, adaptive systems that anticipate demand, match customers to optimal experiences, and continuously improve service quality. The Network Control Center is a new initiative within Network Solutions focused on ensuring network health and reliability through continuous observability, situational awareness, and proactive intervention — leveraging AI to monitor, interpret, and act on risks to customer journeys across all channels.