AI Automation & Global Support Ops Leader

Amazon; North Reading (MA); On-site; USD 198,000 - 268,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) plan

Paid time off

Job summary

Amazon seeks a Senior Systems Development Manager to lead a global team of Systems Development Engineers building AI-powered automation tools and scalable support operations. You will own automation platforms, AI/ML solutions, and self-service workflows while guiding a 24/7 technical support organization.

The role emphasizes strategic roadmaps, operating metrics, and cross-functional collaboration with product and engineering to deliver reliable, high-performance systems across regions.

Qualifications

• 5+ years of managing system or software development teams experience.
• 10+ years of experience in systems development, software engineering and technical support/services operations
• 3+ years of experience leading AI/ML or automation tooling development initiatives
• 3+ years of experience managing global technical support or operations teams of 30+, including managing managers
• Strong understanding of distributed systems, cloud infrastructure (AWS preferred), and modern DevOps practices.
• Demonstrated ability to scale teams from early-stage to mature, high-performing organizations

Responsibilities

• Team Leadership & Growth: Build, mentor, and scale a growing team of Systems Development Engineers across multiple geographies.
• Foster a culture of ownership, innovation, and operational excellence.
• AI & Automation Tooling Development: Define and execute the technical vision for AI-powered automation platforms, including intelligent ticket routing, self-service workflows, predictive analytics, and generative AI solutions that reduce manual toil and improve resolution times.
• Global Technical Support Operations: Own and manage a global, robotics technical support organization, ensuring 24/7 coverage, SLA adherence, and continuous improvement of support processes across regions.
• Strategic Planning: Develop multi-year roadmaps that align automation investments with business priorities. Identify opportunities to leverage AI/ML to transform support operations.
• Operational Excellence: Establish and track key development and performance metrics (e.g., ticket reduction, time-to-resolve, automation coverage). Drive root cause analysis, problem management, and systemic improvements for the development team.
• Cross-Functional Collaboration: Partner with product, engineering, and program management teams to ensure supportability of new product introductions (NPIs) and influence system design for operability.
• Technical Bar Raising: Set engineering standards, conduct design reviews, and ensure the team delivers scalable, reliable, and maintainable solutions.
• Stakeholder Management: Communicate effectively with senior leadership, providing visibility into team performance, strategic initiatives, and investment needs.

Skills

Infrastructure automation

Team leadership

AI/ML initiatives

Distributed systems

Cloud infrastructure

Education

Bachelor's degree in Computer Science or Engineering

Master's degree or above (preferred)

Tools

AWS

ITIL

Job description

Amazon seeks a Senior Systems Development Manager to lead a global team of Systems Development Engineers building AI-powered automation tools and scalable support operations. You will own automation platforms, AI/ML solutions, and self-service workflows while guiding a 24/7 technical support organization.

The role emphasizes strategic roadmaps, operating metrics, and cross-functional collaboration with product and engineering to deliver reliable, high-performance systems across regions.