Amazon's mission is to be 'Earth’s most customer-centric company,' and our award-winning Customer Service (CS) team is a key part of that mission. Amazon CS is among the world's largest customer service organizations, with tens of thousands of Customer Service Associates providing world-class support around the clock in over 20 languages. The Concessions team enhances CS by developing sophisticated products for both customers and Customer Service Associates. These solutions enable seamless self-service and automation for customers, while allowing associates to effectively address issues through intuitive, human-centered design.
We are seeking a talented leader with strong technical and management background to join our Customer Experience Products organization on the CS Concessions Tech team. In this role, you will lead a team that is reimagining how we remediate Amazon customers in a Native AI-world, leading the redesign and revamp of the 15 year old monolith. You will have the opportunity to influence a large group of product owners, software engineers, machine learning experts,



and data scientists globally as we build the foundation that powers customer service experiences across Amazon. This role will give you the chance to tackle challenges that influence millions of customers, sellers, and products around the world.

Key job responsibilities
- Lead the design, implementation, and successful delivery of large-scale software efforts involving significant work on the CS Concessions stack, working backwards from customer needs to define vision and architecture.
- Create, prioritize, communicate, manage, and execute roadmaps and project plans while reporting on status of development, quality, operations, and system performance to management.
- Foster a culture of continuous engineering improvement through mentoring, feedback, and metrics while building a robust cross-functional organization through effective hiring, coaching, and talent development.
- Partner with

📌 Software Development Manager (Hyderabad)
🏢 Amazon
📍 Hyderabad