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Added 3 months ago
YU
MBA Faculty, Accounting
Yorkville University
Toronto, ON
- Full-time
Yorkville University has launched our new Master of Business Administration (MBA) program, a flexible, career-focused graduate degree designed to empower professionals with the strategic,…
Added 1 month ago
KD
Gestionnaire, Omnimarketing | Associate Manager, Omni Marketing
Keurig Dr Pepper Canada
Montreal, QC
- Full-time
Added 1 month ago
Senior Associate, Consumer Promotions Strategy
DoorDash Canada
Toronto, ON · Vancouver, BC
We are looking for a Senior Associate to guide our consumer promotional campaigns and engage our consumers. A/B testing. We You will execute highly visible consumer campaigns across in-app…
Added 3 months ago
P
IRM/GRC Technologies Senior Associate
PwC
Toronto, ON
- Full-time
As an IRM/GRC Technologies Senior Associate, unlock your potential and embrace the chance to drive meaningful outcomes that’ll elevate your career. Your role will include, but isn’t limited…
Added 3 months ago
AW
Relationship Manager
Aviso Wealth
Vancouver, BC
- $83,000 to $100,000 CAD / year
- Full-time
…building strong operationally based relationships with Portfolio Management, Introducing Brokers and other financial firms and take ownership and champion service issues/opportunities to…
Added 1 month ago
K
Talent Development Partner & Performance Coach (15 Month Contract)
KOHO
Remote, Canada
- $100,000 to $130,000 CAD / year
- Contract
- Remote
You've completed an ICF-recognized coach training program, and you're working towards an Associate Certified Coach (ACC) designation at a minimum.
Added 5 months ago
UO
Dean, Faculty of Arts
University of Calgary
Calgary, Alberta
- Full-time
…a complex organization. This includes at least 5 years in a senior academic leadership role such as Dean, Associate Dean, Department Chair, or Director of a research institute or centre (or…
Added 2 months ago
Senior Security Engineer, AI & DevSecOps
Atlas HXM
Canada
…NelsonHall and Everest Group, Atlas HXM builds Human Experience Management into everything we do, guided by our "For People, by People"…
Added 3 months ago
YU
MBA Faculty, Business
Yorkville University
Toronto, ON
- Full-time
Yorkville University has launched our new Master of Business Administration (MBA) program, a flexible, career-focused graduate degree designed to empower professionals with the strategic,…
Added 2 months ago
WC
Senior Analyst, Learning And Development (Future Skills & LBU)
Walmart Canada
Mississauga, ON
- Full-time
Position Summary...The Senior Analyst, Learning & Development leads the design and execution, and continuous improvement of talent and learning initiatives, including Live Better U, Future…
Added 1 month ago
H
Senior Enterprise Account Executive
HighlightTA
Remote, Canada
- $125,000 to $150,000 CAD / year
- Full-time
- Remote
…we continue to advance our AI solutions, we’re looking for a Senior Enterprise Account…
Added 5 months ago
RJ
Trust Administrator (Evergreen)
Raymond James Ltd.
Vancouver, British Columbia
- Full-time
…Operations. You are an experienced and trusted administrative support associate able to work in a dynamic environment within a growing team and business. You have strong client servicing…
Added 1 month ago
OW
Oliver Wyman – Consumer, Telco & Technology – Senior Consultant or Associate - Toronto
Oliver Wyman
Toronto, ON
- Full-time
Oliver Wyman – Consumer, Telco & Technology – Senior Consultant or Associate
Added 1 month ago
C
Account Support Representative Associate/Associé(e) représentant(e) au soutien des comptes.
Compucom
Toronto, ON
- Full-time
The Account Support Rep Associate is an entry-level position and will provide day-to-day account interaction and order processing services for the customer. The role manages account…
Added 5 months ago
MT
Senior Analyst - ERP
Marmon Technologies India Pvt Ltd
White Valley No. 49, Saskatchewan
- Full-time
Payments and banking: Automatic Payment Program (F110) concepts, bank accounting/cash management, and banking interface support and reconciliation.
Added 5 months ago
EB
Infrastructure Architect
EQ Bank
Toronto, Ontario
- Full-time
…Together we have over $142 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives. Our customers…
Added 3 months ago
Software Development Manager , Amazon Customer Service
Amazon
Toronto, Ontario
…of the vision, strategy, and execution of Customer Service Associate (CSA) facing applications and tools, which are the cornerstone of our ability to deliver the experience we intend for…
Added 3 months ago
GI
Senior Mechanical Designer
Global Infrastructure
Toronto, Ontario
- Full-time
The Senior Designer performs tasks and delivers projects under the guidance of, and per the instructions provided by, the Associate and/or Principal-in-Charge, including but not limited to…
Added 2 months ago
P
Financial Services Risk and Regulatory Advisory, Senior Associate
PwC
Toronto, ON
- Full-time
Our team is a trusted partner to leading financial services clients seeking to transform and enhance their risk management functions. We help clients navigate the full spectrum of financial…
Added 1 month ago
BD
Associate Lawyer - Corporate/Commercial
Banack Deren LLP
Edmonton, AB
- Full-time
We are seeking an associate lawyer with 2-5 years of experience in corporate and commercial law. This position offers the ability to work alongside established practitioners who are…
Added 1 month ago
AL
Maintenance Associate (Residential Property)
Avenue Living Residential
Regina, SK
- Full-time
…properties with features such as environmentally friendly water management procedures, improved heating and cooling systems, solar panels, and upgraded air filtration…
Added 1 month ago
Director, Customer Compensation & Policy
HelloFresh
Toronto, ON
Represent the compensation function in senior forums translating customer economics into requirements that peers in Operations, Technology, Finance, and Market GMs must respond to.
Added 1 month ago
Senior Finance Business Partner
Compeer Financial
Compeer, Alberta
The contributions you will make: This position works in coordination with the Enterprise Financial Management Team and business unit senior leadership to complete the annual budget,…
Added 1 month ago
(2027 Bachelor's/Master's graduates) Cyber & Forensic Technology Consulting Analyst/Associate
Charles River Associates
Toronto, ON
If your background is in Cybersecurity, Computer Science and Engineering, Digital Forensics, Management Information Systems, or Security Information Systems, learn more about CRA!
Added 3 months ago
CI
Licensed Commercial Broker
Colliers International
Winnipeg, Manitoba
- Other
…commercial real estate, then this role is for you! As a Sales Associate, you will have the opportunity to be mentored directly by a senior industry professional. You will collaborate on…

Amazon

Software Development Manager , Amazon Customer Service

Toronto, ON, Canada

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Job details

Posting language: English
Posted: Jul 15, 2026

Original job description

The Amazon Customer Service (CS) organization is at the forefront of customer experience – seeking to delight our customers in every interaction they have, whether through self-serve technology and tools (e.g., chatbots), or by interacting directly with our associates. Customer Service works to offer effective, empathetic, and efficient issue resolution when our customers need us, and are also champions of driving defects out of customer experiences across the entire company, relentlessly advocating on behalf of customers and keeping them at the heart of everything we do.

The Contact Handling Experience team within CS is seeking a talented and people obsessed Software Development Manager to lead an engineering team to deliver on part of the vision, strategy, and execution of Customer Service Associate (CSA) facing applications and tools, which are the cornerstone of our ability to deliver the experience we intend for our customers. In this role, you will lead an engineering team that obsesses over the CSA experience and building the right applications and tools to support them in the day-to-day billions of interactions with customers. You and your team will develop world-class products, build closed-loop mechanisms to inform priorities, and own our technology roadmap in order to measure and improve associate experience and effectiveness worldwide. This is an exciting opportunity to build industry-standard defining products and make an impact on customer experience at Earth’s most customer-centric company.

Key job responsibilities
- Manage a high-performing development team
- Manage overall software development life-cycle
- Create, prioritize, communicate, manage, and execute roadmaps, project plans, and commitments
- Report on status of development, quality, operations, and system performance to management
- Work closely with Sr. Engineers and Team Leaders to architect and develop the best technical design and approach
- Foster culture of continuous engineering improvement through mentoring, feedback, and metrics
- Hire, coach, and mentor individuals; build a strong cross-functional organization
- Interface with a diverse customer base to understand requirements, priorities, and processes
- Propose and implement new projects or recommend system improvements.
- Own all operational metrics and support
- Have the obsession to drive a better customer experience through everything that we do here at Amazon
- Bring innovative ideas to the table every day, in order to find better ways of accomplishing our customer objectives
- Set clear, measurable quality goals for an organization in a data-driven way

A day in the life
You will work closely with colleagues across cross-functional stakeholder teams within Amazon to drive collaboration and influence them to prioritize projects, meet objects and adhere to business plans towards shared objectives.

About the team
The Contact Handling Experience (CHEX) team develops products to support Amazon’s CSAs to deliver Earth's most customer-centric customer service. Working backwards from CSAs as the customers served by these products, the team builds effortless solutions to handle and resolve customer contacts while providing insights to delight customers with each interaction. Basic Qualifications: - 3+ years of engineering team management experience
- 7+ years of working directly within engineering teams experience
- 3+ years of designing or architecting (design patterns, reliability and scaling) of new and existing systems 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. As a total compensation company, Amazon's package may include other elements such as sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon offers comprehensive benefits including health insurance (medical, dental, vision, prescription, basic life & AD&D insurance), Registered Retirement Savings Plan (RRSP), Deferred Profit Sharing Plan (DPSP), paid time off, and other resources to improve health and well-being. We thank all applicants for their interest, however only those interviewed will be advised as to hiring status.

CAN, ON, Toronto - 171,400.00 - 286,200.00 CAD annually

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More about this job

Responsibilities

Lead an engineering team to develop and execute the strategy for Customer Service Associate facing applications and tools. Manage the full software development life cycle while fostering a culture of continuous improvement and operational excellence.

Requirements

Requires at least 3 years of engineering management experience and 7 years of experience within engineering teams. Must have a proven track record in designing scalable systems and partnering with product management teams.

Skills

Engineering Team Management
System Architecture
Roadmap Execution
Mentoring
Cross-functional Leadership
Technical Design
Operational Metrics
Resource Planning
Stakeholder Management
Recruiting
Performance Management

Benefits

Health Insurance
Medical Insurance
Dental Insurance
Vision Insurance
Prescription Insurance
Basic Life Insurance
AD&D Insurance
Deferred Profit Sharing Plan (DPSP)
Paid Time Off
Sign-on Payments
Restricted Stock Units (RSUs)

Visa sponsorship

Not detected in the job text

Keywords

Software Development
SDLC
System Design
Scalability
Reliability
Design Patterns
Code Reviews
Source Control Management
Build Processes
Livesite Operations
Customer Experience
Roadmapping
Data-Driven Goals
Technical Strategy
Engineering Practices

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