AI Automation & Global Support Ops Leader

Amazon

North Reading (MA)

On-site

USD 198,000 - 268,000

Full time

14 days+
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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.

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