Additional Information
Amazon Advertising's Support Products & Services (SP&S) team is building the AI-powered future of advertiser support at massive scale. We're not just answering questions - our AI agents execute multi-step agentic workflows, automate the majority of common customer support use cases, and are featured prominently in the Amazon Advertising console, serving millions of advertisers worldwide.
As a Software Development Manager, you will lead a team of engineers in New York building products at the intersection of generative AI and customer experience - from AI agents that resolve advertiser cases autonomously, to intelligent tools that eliminate thousands of hours of manual work across campaign management, creative operations, and advertiser communications. You'll own your team's technical vision and roadmap, partner directly with scientists and product managers in a cross-functional organization, and drive engineering investments that meaningfully reduce operational costs at scale.
This is a role for a builder who wants to shape how AI transforms customer service at Amazon's scale - leading a team of SDEs, setting technical direction, and delivering products that directly impact advertiser success and business efficiency.
Key job responsibilities
- Lead and grow a team of SDEs building AI-powered customer support products for Amazon Advertising
- Own your team's technical vision, roadmap, and architecture - driving the 1-2 year strategy for how your systems evolve to meet advertiser needs
- Design and deliver generative AI solutions using Amazon Bedrock, including agentic workflows that resolve advertiser issues autonomously
- Build intelligent tools that automate manual processes across campaign management, creative operations, and advertiser communications - directly reducing operational costs
- Partner with scientists, product managers, and cross-functional teams to translate business problems into scalable engineering solutions
- Attract, hire, develop, and retain top engineering talent - creating growth plans, coaching engineers, and building a team that delivers independently
- Establish engineering excellence through code quality standards, operational metrics, and audit mechanisms that keep your systems reliable at scale
- Drive cross-team collaboration to integrate your products into the broader Amazon Advertising ecosystem
- Champion a culture of innovation, psychological safety, and inclusion where engineers at all levels contribute ideas and challenge assumptions
A day in the life
Your morning starts with your engineering team - reviewing sprint progress, unblocking technical decisions, and coaching engineers through design challenges. Mid-morning you're in a design review for a new AI agent capability, pushing the team to think through edge cases before writing code. After lunch, you're partnering with product managers and scientists to shape the roadmap - balancing new generative AI features against reliability and cost efficiency. Between meetings, you're having a 1:1 with an engineer about their career growth. No two days look the same, but every day blends technical depth, people leadership, and cross-functional collaboration.
Amazon.com · New York, NY