Senior Level Customer Experience Representative Jobs
Senior level customer experience representative jobs place experienced professionals in charge of service strategy, escalation ownership, and the cross-functional initiatives that raise customer satisfaction at scale. Openings concentrate across Technology & Software, Banking & Financial Services, and Media & Entertainment, with a mix of on-site, remote, and hybrid settings, and employers like Electronic Arts (EA), Collabera, and Amazon hiring at this level now.
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DESCRIPTION
Are you an engineering leader who wants to shape how software changes are reviewed and merged in the era of AI? The Change Review team within Amazon Software Builder Experience (ASBX) builds the tools and services that help Amazon engineering teams review and ship software changes safely and confidently.
AI-assisted development is changing the volume and nature of software changes and increasing the importance of reliable review and merge workflows. We are looking for a Software Development Manager to lead a team building automated verification, publication, queuing, and merge capabilities. You will build and develop the team, own its technical and delivery roadmap in partnership with product leadership, and operate reliable systems that help builders advance changes safely and efficiently.
This role combines people leadership, technical depth, execution, and operational ownership. You will work backwards from builders, make decisions in an ambiguous and fast-changing domain, align partner teams, and maintain a high quality and reliability bar for the services your team delivers.
Key job responsibilities
Hire, develop, coach, and retain a diverse team of software engineers; establish clear expectations and help engineers grow their technical judgment, ownership, and leadership.
Own the team's technical and delivery roadmap in partnership with product leadership, translating customer priorities into executable plans and clear engineering outcomes.
Lead the design, delivery, operation, and continuous improvement of automated verification, publication, queuing, and merge services.
Establish mechanisms for predictable execution, dependency management, technical reviews, launch readiness, operational health, and durable follow-through.
Partner with product managers, senior engineers, customers, and dependent teams to resolve ambiguity, make trade-offs, and align interfaces and priorities.
Maintain a high technical and operational bar across architecture, security, correctness, reliability, maintainability, testing, observability, and incident response.
Establish responsible AI-assisted engineering practices in which engineers direct and validate AI tools while retaining clear human ownership of every design and production change.
Use customer feedback, operational signals, and engineering data to evaluate outcomes and improve product, delivery, and operational mechanisms.
Create an inclusive team environment that encourages constructive challenge, collaboration, knowledge sharing, and continuous learning.
A day in the life
Your day might begin with an operational or delivery review where you help the team understand a reliability issue, resolve a dependency, or make a technical trade-off. You may then coach an engineer, review the design of a verification or merge workflow, align a delivery plan with product leadership, or work with a partner team on an integration.
You will balance people development, technical judgment, execution, and operations. As AI-assisted development evolves, you will help the team build dependable mechanisms for reviewing and advancing software changes while keeping quality, safety, and accountable human judgment at the center.
About the team
Amazon Software Builder Experience creates tools and services that help Amazon engineering teams build, review, and deliver software. The Change Review team focuses on making software changes easier to understand, safer to review, and more dependable to merge.
We are shaping the future of change review as AI-assisted software development evolves. We value customer focus, sound engineering judgment, collaboration, technical craftsmanship, operational excellence, and inclusive leadership. We invest in our engineers' growth and expect managers to create an environment where people can do their best work and every perspective is heard.
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
- 1+ years of providing technical leadership and project management for all aspects of the software development lifecycle experience
- 1+ years of developing large-scale, multi-tiered distributed software systems using Java, C#, or C++ experience
- 1+ years of developing large-scale, multi-tiered distributed software systems using service-oriented architecture experience
- 1+ years of developing large-scale, multi-tiered distributed software systems using distributed programming experience
- 5+ years of Software Engineer, Software Developer, or related occupational experience
- Bachelor's degree or foreign equivalent in Computer Science, Engineering, Mathematics, or a related field
- 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, WA, Seattle - 184,900.00 - 250,200.00 USD annually
DESCRIPTION
Are you an engineering leader who wants to shape how software changes are reviewed and merged in the era of AI? The Change Review team within Amazon Software Builder Experience (ASBX) builds the tools and services that help Amazon engineering teams review and ship software changes safely and confidently.
AI-assisted development is changing the volume and nature of software changes and increasing the importance of reliable review and merge workflows. We are looking for a Software Development Manager to lead a team building automated verification, publication, queuing, and merge capabilities. You will build and develop the team, own its technical and delivery roadmap in partnership with product leadership, and operate reliable systems that help builders advance changes safely and efficiently.
This role combines people leadership, technical depth, execution, and operational ownership. You will work backwards from builders, make decisions in an ambiguous and fast-changing domain, align partner teams, and maintain a high quality and reliability bar for the services your team delivers.
Key job responsibilities
Hire, develop, coach, and retain a diverse team of software engineers; establish clear expectations and help engineers grow their technical judgment, ownership, and leadership.
Own the team's technical and delivery roadmap in partnership with product leadership, translating customer priorities into executable plans and clear engineering outcomes.
Lead the design, delivery, operation, and continuous improvement of automated verification, publication, queuing, and merge services.
Establish mechanisms for predictable execution, dependency management, technical reviews, launch readiness, operational health, and durable follow-through.
Partner with product managers, senior engineers, customers, and dependent teams to resolve ambiguity, make trade-offs, and align interfaces and priorities.
Maintain a high technical and operational bar across architecture, security, correctness, reliability, maintainability, testing, observability, and incident response.
Establish responsible AI-assisted engineering practices in which engineers direct and validate AI tools while retaining clear human ownership of every design and production change.
Use customer feedback, operational signals, and engineering data to evaluate outcomes and improve product, delivery, and operational mechanisms.
Create an inclusive team environment that encourages constructive challenge, collaboration, knowledge sharing, and continuous learning.
A day in the life
Your day might begin with an operational or delivery review where you help the team understand a reliability issue, resolve a dependency, or make a technical trade-off. You may then coach an engineer, review the design of a verification or merge workflow, align a delivery plan with product leadership, or work with a partner team on an integration.
You will balance people development, technical judgment, execution, and operations. As AI-assisted development evolves, you will help the team build dependable mechanisms for reviewing and advancing software changes while keeping quality, safety, and accountable human judgment at the center.
About the team
Amazon Software Builder Experience creates tools and services that help Amazon engineering teams build, review, and deliver software. The Change Review team focuses on making software changes easier to understand, safer to review, and more dependable to merge.
We are shaping the future of change review as AI-assisted software development evolves. We value customer focus, sound engineering judgment, collaboration, technical craftsmanship, operational excellence, and inclusive leadership. We invest in our engineers' growth and expect managers to create an environment where people can do their best work and every perspective is heard.
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
- 1+ years of providing technical leadership and project management for all aspects of the software development lifecycle experience
- 1+ years of developing large-scale, multi-tiered distributed software systems using Java, C#, or C++ experience
- 1+ years of developing large-scale, multi-tiered distributed software systems using service-oriented architecture experience
- 1+ years of developing large-scale, multi-tiered distributed software systems using distributed programming experience
- 5+ years of Software Engineer, Software Developer, or related occupational experience
- Bachelor's degree or foreign equivalent in Computer Science, Engineering, Mathematics, or a related field
- 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, WA, Seattle - 184,900.00 - 250,200.00 USD annually
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Who's Hiring
Top Industries Hiring
- Technology & Software42
- Banking & Financial Services9
- Media & Entertainment7
- Gaming & Esports6
- Investment & Asset Management5
Senior Level Customer Experience Representative Jobs: Frequently Asked Questions
How do I get a senior level customer experience representative job?
Employers at this level look for candidates who have owned customer experience programs end to end, not just executed tasks. Demonstrating that you have led process improvements, mentored junior team members, and used data to drive measurable outcomes sets strong candidates apart. A portfolio of resolved escalations, reduced churn results, or customer satisfaction gains tied directly to your decisions will carry more weight than tenure alone.
Which companies hire senior level customer experience representatives?
Companies hiring senior level customer experience representatives right now include Electronic Arts (EA), Collabera, and Amazon, based on current listings on Migrate Mate as of November 2026. Hiring at this level tends to come from mid-size and enterprise organizations that have dedicated customer experience functions and need professionals who can lead service teams and shape strategy rather than simply handle day-to-day interactions.
Are there remote senior level customer experience representative jobs?
Yes, though availability varies by employer and industry. About 39% of senior level customer experience representative openings are remote or hybrid as of November 2026, reflecting broad employer comfort with distributed service leadership. Roles that involve managing in-person teams or overseeing site-specific operations are more likely to require on-site presence, while strategy-focused or program management positions often offer greater location flexibility.
What makes a customer experience representative role senior level?
Senior level roles are defined by ownership and scope rather than task execution. At this stage, professionals are expected to design or refine customer experience processes, resolve complex or high-stakes escalations, guide the work of junior and mid-level team members, and partner with other departments to align service delivery with business goals. The expectation is independent judgment, measurable accountability, and the ability to influence outcomes beyond individual interactions.
Which industries hire the most senior level customer experience representatives?
Senior level customer experience representative roles concentrate in Technology & Software, Banking & Financial Services, and Media & Entertainment, based on current listings on Migrate Mate as of November 2026. These sectors tend to have large, complex customer bases and high service volume, which creates sustained demand for experienced professionals who can lead service operations, manage escalation frameworks, and drive customer retention at scale.