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.
About the team Our cross-functional team of software engineers, applied scientists, and product managers builds AI-powered support products used by millions of advertisers in the Amazon Advertising console. We develop intelligent agents that resolve advertiser issues autonomously, in-workflow help experiences, and tools that drive advertiser growth and operational efficiency. Our engineers work across the full stack — from generative AI and large language models to scalable services and front-end experiences. We operate out of Seattle, Bangalore, and New York, and we value diverse perspectives, bold ideas, and builders who raise the bar for their teammates.
Basic Qualifications
- 3+ years of engineering team management experience
- 7+ years of engineering 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.
USA, NY, New York - 203,400.00 - 275,200.00 USD annually