Software Development Manager, Amazon Leo - Customer Support Solutions

Description

Amazon Leo is an initiative to increase global broadband access through a constellation of 3,236 satellites in low Earth orbit (LEO). Its mission is to bring fast, affordable broadband to unserved and underserved communities around the world. Amazon Leo will help close the digital divide by delivering fast, affordable broadband to a wide range of customers, including consumers, businesses, government agencies, and other organizations operating in places without reliable connectivity.

We are seeking an innovative and customer-obsessed Software Development Manager to lead our Amazon Leo Assisted Care team in reimagining satellite internet customer service. In this role, you'll spearhead the development of AI-powered agent tooling and support systems that will set new standards in the industry. As we build from the ground up, you'll foster a culture of rapid innovation and quick iteration, where experimentation thrives and teams move fast to deliver revolutionary solutions. You'll lead a team of talented engineers in building the core infrastructure and intelligent automation that powers AI-first customer care—including real-time co-pilots, seamless AI-to-human handoffs, agent dashboards with diagnostic insights, and AI-powered recommendations—that will empower our agents to deliver exceptional service to millions of customers worldwide. Your vision and leadership will be crucial in creating scalable, AI-driven solutions that anticipate and resolve customer issues proactively, dramatically improving customer satisfaction and operational efficiency.

We're offering exciting opportunities to:

* Lead engineering teams building the Assisted Care platform, including the Foundations layer (core agent tooling, AI infrastructure, and orchestration systems) that powers AI-first customer support
* Invent & Build with AI — Leverage generative AI throughout the development lifecycle to accelerate delivery while maintaining high engineering standards
* Shape customer experience — Work directly with product managers (PMs), business stakeholders, and operations teams to define what delightful support looks like through user experience (UX) research and industry benchmarking
* Drive high-impact work — Your tools directly enable agents supporting millions of customers globally, reducing average handle time (AHT) and improving Customer Satisfaction (CSAT)
* Build greenfield systems at scale — Create foundational systems from scratch at global scale
* Collaborate with cross-functional teams to shape the future of Amazon Leo's customer experience
* Contribute to the strategic direction of Amazon Leo's customer service technology roadmap

The ideal candidate will have:

* A passion for leveraging technology to solve complex customer support challenges
* Proven track record of leading engineering teams to deliver impactful, large-scale solutions
* Strong technical background with the ability to guide architectural decisions
* Experience building cloud-native systems on AWS with modern AI/ML integration patterns (Large Language Models or LLMs, Retrieval-Augmented Generation or RAG pipelines, real-time orchestration)
* Excellent leadership skills with a focus on mentoring and developing engineering talent
* Strategic thinking abilities to balance short-term needs with long-term vision
* Excitement about working in a fast-paced, ambiguous environment to create something truly revolutionary

If you're passionate about solving complex technical challenges while building and mentoring teams in a fast-paced, startup-like environment, we want to hear from you. Join us in this unique opportunity to shape the future of satellite internet service delivery.

Export Control Requirement
Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.

Key job responsibilities
* Aid in the design and delivery of AI-powered agent tooling, intelligent automation, and foundational infrastructure for customer support
* Develop a strategic plan for the growth of the team, both from a software services and organization perspective
* Hire & develop a diverse team of software engineers passionate about revolutionizing satellite internet customer support
* Help on-board and mentor new team members
* Drive technical architecture decisions and establish engineering best practices for scalable, reliable systems serving millions of customers globally
* Partner with product managers, UX designers, TPMs, and peer teams to design software systems and interfaces that fulfill customer needs for AI-first support experiences
* Foster a culture of rapid innovation and experimentation, balancing speed with engineering excellence in a startup-like environment

A day in the life
As a Software Development Manager at Amazon Leo Assisted Care, you'll operate in a fast-paced, startup-like environment building customer support infrastructure from the ground up. Your typical day involves making key architectural decisions alongside Senior Software Development Engineers (Sr. SDEs) and Principal Engineers, collaborating cross-functionally with product managers (PMs), user experience (UX) leaders, SDM partners, and technical program managers (TPMs), and mentoring engineers as they tackle complex problems in AI-powered agent tooling, intelligent automation, and foundational support systems.

About the team
Leo Customer Support Engineering delivers AI-first automated customer care that proactively prevents and resolves customer issues before they impact service quality or require customer-initiated support contacts. We transform Leo Support from reactive troubleshooting into a comprehensive diagnostic and resolution system that detects issues early, enables intelligent self-service, and equips agents with real-time diagnostic insights.

As part of our team, you'll collaborate with product managers, UX designers, and other engineers to develop innovative solutions. We're a group of passionate problem solvers who move fast and iterate quickly. Our culture values experimentation, collaboration, and open communication. The Foundations layer within Assisted Care provides the core agent tooling and underlying systems that enable AI-first customer support at scale.

Basic Qualifications

- 3 years of engineering team management experience
- 7 years of working directly within engineering teams experience
- 3 years of designing or architecting (design patterns, reliability and scaling) of new and existing systems 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

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

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.