Our teams are re-inventing how AWS engages with customers during operational incidents. You will lead a new team to build solutions that anticipate AWS customer needs, helping them operate within the AWS cloud at scale. You will have a significant impact across multiple teams that provide mission-critical, customer-obsessed support to AWS customers.

To do so, you should be passionate about empowering AWS support engineers, technical account managers, and solutions architects to provide exceptional customer-centric experiences on AWS. You will be energized by building a new highly available, scalable, and performant platform that augments existing services with unprecedented operational customer experience insights. You will lead and develop a team of skilled engineers to transform how AWS Support and senior leaders engage with customers.

A successful candidate will:
· Define and drive the multi-year vision for the operational customer experience platform.
· Drive project initiatives to deliver robust and scalable solutions toward this vision, incorporating new technologies as appropriate.
· Lead and develop world-class engineers.
· Work with product managers to add new features to roadmaps, prioritize them, and facilitate delivery on requirements and functional specifications.
· Own, oversee, and delegate the design, architecture, development, testing, deployment, and delivery of large-scale global software applications, systems, platforms, services or technologies.
· Ensure high quality design reviews which meet business and architectural goals and drive critical feedback on architecture and design issues.
· Using Agile project management methodologies, and project management for all aspects of the software development lifecycle (SDLC) for multiple projects that leverage Object Oriented design (OOD) and distributed programming.
· Build relationships with existing and potential internal customers to understand their requirements and demonstrate how products can add value to their business.
· Participate in strategic planning to achieve technical and business goals.

BASIC QUALIFICATIONS

· A minimum of 3 years of experience managing a team of software development professionals within a distributed systems environment.
· Bachelor’s degree in Computer Science, Computer or Electrical Engineering, Mathematics, or a related field plus five years of progressively responsible experience in the specialty as equivalent

PREFERRED QUALIFICATIONS

· Master’s degree in Computer Science, Computer or Electrical Engineering, Mathematics, or a related field
· 5 years of experience as a software developer using Object Oriented design (OOD) and distributed programming.
· 3 years of experience managing all aspects of the software development lifecycle of multiple projects using an Agile project management methodology; and directly managing engineering staff and making hiring and promotion decisions.
· Excellent verbal and written communication skills.
· Strong business and technical vision.
· Ability to handle multiple competing priorities in a fast-paced environment.
· A deep understanding of software development in a team, and a track record of shipping software on time.
· Meets/exceeds Amazon’s leadership principles requirements for this role
· Meets/exceeds Amazon’s functional/technical depth and complexity for this role



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, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.