Software Development Manager (SDM), Concessions Tech

Amazon; Hyderabad; On-site; INR 2,400,000 - 6,000,000; Full time

Job summary

ADCI HYD 13 SEZ in Hyderabad is seeking a senior engineering leader to design and deliver large-scale software for the CS Concessions stack, guiding vision and architecture from customer needs. You will build roadmaps, mentor engineers, and partner with product and program teams to drive performance, reliability, and cost efficiency at a global scale.

This role requires 8+ years in software and 3+ years managing teams, with strong systems design, leadership, and hiring experience.

Qualifications

• 3+ years of engineering team management experience.
• 7+ years of engineering experience.
• 8+ years of leading the definition and development of multi tier web services experience
• Knowledge of engineering practices and patterns for the full software/hardware/networks development life cycle, including coding standards, code reviews, source control management, build processes, testing, certification, and livesite operations
• Experience partnering with product or program management teams
• Experience designing or architecting (design patterns, reliability and scaling) of new and existing systems
• Experience in communicating with users, other technical teams, and senior leadership to collect requirements, describe software product features, technical designs, and product strategy
• Experience in recruiting, hiring, mentoring/coaching and managing teams of Software Engineers to improve their skills, and make them more effective, product software engineers

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 strong cross-functional organization through effective hiring, coaching, and talent development.
• Partner with diverse stakeholders to understand requirements, priorities, and processes, serving as the primary point of contact for project deliverables across teams.
• Propose and implement new projects and system improvements, setting clear, measurable quality goals for your organization in a data-driven way that improves performance and cost efficiency.

Skills

Engineering management

Team leadership

Software architecture

Web services design

Cross-functional collaboration

Product/program management interaction

Job description

Description

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.

Description

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.

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 strong cross-functional organization through effective hiring, coaching, and talent development.
• Partner with diverse stakeholders to understand requirements, priorities, and processes, serving as the primary point of contact for project deliverables across teams.
• Propose and implement new projects and system improvements, setting clear, measurable quality goals for your organization in a data-driven way that improves performance and cost efficiency.

A day in the life

You’ll tackle challenges that influence millions of customers, sellers, and products around the world. Your day involves collaborating with team members on design decisions, reviewing code, and troubleshooting production systems. You’ll balance immediate deliverables with planning for longer-term architectural improvements, all while leading your team through development cycles measured in weeks, not years. You’ll spend time mentoring engineers, aligning stakeholders, and ensuring your team has what they need to deliver exceptional results.

About The Team

WW Concessions, part of CS, develops and scale products and services that enable customers, CSAs, and Amazon employees to process concessions in an automated, secure and consistent way. Concessions are remediations issued to customers in response to a defect to rectify bad customer experiences and rebuild their trust. The product portfolio includes customer-facing experiences, automation products, policy system and concession issuance workflows at a global scale. We focus on robust architecture, world-class UX, and leverage our Big Data to drive insights and solutions through a myriad of applications.

Basic Qualifications

• 3+ years of engineering team management experience
• 7+ years of engineering experience
• 8+ years of leading the definition and development of multi tier web services experience
• Knowledge of engineering practices and patterns for the full software/hardware/networks development life cycle, including coding standards, code reviews, source control management, build processes, testing, certification, and livesite operations
• Experience partnering with product or program management teams
• Experience designing or architecting (design patterns, reliability and scaling) of new and existing systems

Preferred Qualifications

• Experience in communicating with users, other technical teams, and senior leadership to collect requirements, describe software product features, technical designs, and product strategy
• Experience in recruiting, hiring, mentoring/coaching and managing teams of Software Engineers to improve their skills, and make them more effective, product software engineers

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Company

ADCI HYD 13 SEZ