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Sr. Mgr, Software Development At Amazon Web Services Canada, In

Location: Vancouver, British Columbia

Job Description

Are you looking for a chance to lead technology teams and drive the innovations that directly impact the experience of millions of Amazon sellers and thousands of associates? The 10000+ members of the Seller, Vendor and Brand Support Teams strive to make Amazon the best place for Sellers, Vendors and Brands (our customers) to reach consumers, driven by the experience and support we provide them in growing their businesses locally and globally. We leverage technology including automation, self-service, associate tools, and machine learning to both prevent Seller, Vendor and Brand contacts based on knowledge obtained during our support interactions, and to handle those contacts with quality and efficiency. We enable our worldwide team of associates to provide high quality customer service on the complex issues faced in selling on Amazon. We believe the best experience is one in which Sellers, Vendors and Brand owners can complete their tasks without additional help. We thus invest in technology to eliminate the root cause defects that cause Sellers to seek help, build self-service tools for Sellers to resolve their issues on their own without waiting for help from Amazon, and provides Associates with the tools that automate clerical steps and provide consistent, quality resolution. Technology is a key part of our vision and it drives our most critical goals and is essential to operating at our scale.

As the Sr Manager of Software Development for this team, you will be lead tech initiatives within Seller, Vendor and Brand Support for intent recognition (Atlas, Phoebe), Contact-Us infrastructure, automatic contact resolution, enabling outsourcing partners to effectively support our customers, and productivity improvements (Paragon CRM, Paragon for Associates workflows, Hands off wheel contact forecasting). You will lead a team of 30 engineers physically located in Seattle (Amelia). You will operate at all levels, driving the vision, architecture and implementation of complex technology initiatives and products, partnering with Product/Program Managers and a large Operations group to drive step change improvements in the products we offer our end customers and our associates.

There is considerable innovation in this role as our ability to predict the needs of the sellers, vendors and brand, is critical to ensuring the highest usage of the product we build. In addition, parts of our current toolset (e.g., the Paragon Case Management System) are used by multiple teams across Amazon and there is the ability to drive greater impact through the continued creation of tools that can be leveraged both within our team, and across Amazon.