Sr. Systems Dev. Manager

Amazon.com Services LLC seeks a senior Systems Development Manager to lead a global team of engineers focused on AI powered automation and 24/7 technical support operations from our Westborough, MA campus. The role shapes the technical vision for automation tooling, drives platform initiatives, and champions operational excellence across support services, with an annual salary in the range of USD 197,900 to 267,800.

Responsibilities

• Lead and grow a global team of Systems Development Engineers across multiple geographies, fostering a culture of ownership, innovation, and operational excellence.
• Define and execute the technical strategy for AI powered automation platforms, including intelligent ticket routing, self-service workflows, predictive analytics, and generative AI solutions that reduce manual toil and improve resolution times.
• Own and manage a global robotics focused technical support organization, ensuring 24/7 coverage, SLA adherence, and continuous improvement of support processes across regions.
• Develop multi-year roadmaps that align automation investments with business priorities and identify opportunities to apply AI/ML to transform support operations.
• Establish and track key development and performance metrics (e.g., ticket reduction, time-to-resolve, automation coverage) and drive root cause analysis and systemic improvements for the development team.
• Partner with product, engineering, and program management teams to ensure NPIs are supportable and influence system design for operability.
• Set engineering standards, lead design reviews, and ensure the team delivers scalable, reliable, and maintainable solutions.
• Communicate effectively with senior leadership, providing visibility into team performance, strategic initiatives, and investment needs.

Requirements

• Knowledge of infrastructure automation delivered through the software development lifecycle in an API-enabled environment, including agile development, software architecture/patterns, and modern cloud services.
• 5+ years of experience managing system or software development teams.
• Bachelor's degree in Computer Science or Engineering.
• 10+ years of experience in systems development, software engineering and technical support/services operations.
• 3+ years of experience leading AI/ML or automation tooling development initiatives (e.g., intelligent workflows, chatbots, predictive systems, generative AI applications).
• 3+ years of experience managing global technical support or operations teams of 30+, including managing managers.
• Strong understanding of distributed systems, cloud infrastructure (AWS preferred), and modern DevOps practices.
• Demonstrated ability to scale teams from early-stage to mature, high-performing organizations.

Technologies

• AWS
• ITIL
• MLOps
• LLM integration
• Generative AI frameworks

Benefits

• Medical, Dental, and Vision Coverage
• Maternity and Parental Leave Options
• Paid Time Off (PTO)
• 401(k) Plan
• 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
• Sign-on payments
• Restricted stock units (RSUs)

Preferred Qualifications

• Master's degree or higher in Computer Science, Engineering, or related fields.
• Experience with large-scale data pipelines, ML model deployment, and MLOps.
• Familiarity with generative AI frameworks and large language model (LLM) integration.
• Experience in robotics, fulfillment, or industrial automation environments.
• Track record of delivering measurable ticket reduction or operational efficiency gains through automation.
• Experience with ITIL, problem management, and incident management frameworks.
• Proven ability to influence without authority across organizational boundaries.