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.

Stakeholder Management: Communicate effectively with senior leadership, providing visibility into team performance, strategic initiatives, and investment needs.

• 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 managing system or software development teams experience
• 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, * Master's degree or above 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

Pulled from the full job description

• AD&D insurance
• Parental leave
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance, 1. Medical, Dental, and Vision Coverage

2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan, 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, MA, N.Reading - 197,900.00 - 267,800.00 USD annually USA, MA, Westboro - 197,900.00 - 267,800.00 USD annually