Software Development Manager, Customer Service

Position: Software Development Manager, Amazon Customer Service
Description

The Data Intelligence (DI) team is a new function within Amazon Customer Service (CS). We own the end-to-end process of defining, building, implementing, and monitoring a comprehensive data strategy. We also develop and apply Generative Artificial Intelligence (GenAI), Computer Vision, ML, Ontology, and Natural Language Processing (NLP) to customer service associate experiences and foundational technologies.

This is an Software Development Manager role within the CS DI organization, leading software development for Realtime Context Intelligence - a domain that transforms raw data into AI-ready data in real-time (or near-real-time) and bridges the gap between data and AI.

The role focuses on three key areas:

- Real-time data transformation:
Developing real-time solutions to perform data transformations that support real-time use cases, such as real-time data redaction.

- Real-time signal enrichment:
Developing real-time solutions to perform signal enrichments, including customer reason code and customer perceived resolution.

- Real-time data aggregation and analytics:
Developing solutions to enable real-time data aggregation and analytics, such as real-time metrics for detection of peak events and emerging escalation patterns.

Key job responsibilities

- Define the technical strategy and establish the long-term vision for the technical foundation of Data Intelligence team.

- Partner with leaders across multiple functions including science, product, data engineeering, and BIE. Influence technical direction beyond your immediate team.

- Collaborate with other engineering leaders in the org to drive the technical innovation of our technical foundation.

- Develop high-performing team through hiring, mentoring and retaining top talents.

- Drive operational and engineering excellence with setting high standards for security, quality and engineering best practice.

Basic Qualifications

- 2+ 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

- Experience with AI/ML technologies

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  (Use the "Apply for this Job" box below).  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   .

USA, WA, Seattle -  -  USD annually