Sr. Systems Dev. Manager, Amazon Robotics Technical Support

We are seeking a Senior Systems Development Manager to lead and grow a high-performing team of Systems Development Engineers (SysDEs) responsible for building AI-powered automation tooling and managing global technical support operations. This is a unique opportunity to combine deep technical leadership with operational excellence at scale, driving innovation that directly impacts the reliability and efficiency of our technical support systems worldwide.

As a Senior Systems Development Manager, you will own the strategy, execution, and delivery of automation platforms, AI/ML-driven solutions, and self-service workflows while simultaneously leading a 24/7 global technical support organization. You will be responsible for scaling the team, raising the technical bar, and delivering measurable improvements in operational efficiency. The successful candidate will be a collaborative, hands-on manager with a track record of leading engineering and support/operations teams to build high-performance, scalable and reliable automated workflows that solve real-world problems.

Key job responsibilities Team Leadership & Growth: Build, mentor, and scale a growing team of Systems Development Engineers across multiple geographies. Foster a culture of ownership, innovation, and operational excellence.

AI & Automation Tooling Development: Define and execute the technical vision 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.

Global Technical Support Operations: Own and manage a global, robotics technical support organization, ensuring 24/7 coverage, SLA adherence, and continuous improvement of support processes across regions.

Strategic Planning: Develop multi-year roadmaps that align automation investments with business priorities. Identify opportunities to leverage AI/ML to transform support operations.

Operational Excellence: Establish and track key development and performance metrics (e.g., ticket reduction, time-to-resolve, automation coverage). Drive root cause analysis, problem management, and systemic improvements for the development team.

Cross-Functional Collaboration: Partner with product, engineering, and program management teams to ensure supportability of new product introductions (NPIs) and influence system design for operability.

Technical Bar Raising: Set engineering standards, conduct design reviews, and ensure the team delivers scalable, reliable, and maintainable solutions.