Software Development Manager, Amazon Leo - Customer Support Solutions

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