Software Development Manager, Amazon Customer Service

Amazon is a globally renowned leader in e-commerce, cloud computing, and artificial intelligence, committed to delivering exceptional customer experiences through innovation and technology. With a diverse workforce spread across multiple countries, Amazon fosters a culture of inclusion, creativity, and continuous learning. The company invests heavily in cutting-edge technologies and maintains a robust infrastructure that powers its vast online marketplace and various other services. Staying at the forefront of technological advancement, Amazon continuously seeks talented individuals passionate about impacting millions of customers worldwide.

The Data Intelligence (DI) team within Amazon Customer Service (CS) is a pioneering force focused on the comprehensive management and innovation of data processes. This newly established function is responsible for defining, building, implementing, and overseeing an end-to-end data strategy that significantly enhances the customer service experience. By developing and integrating advanced technologies such as Generative Artificial Intelligence (GenAI), Computer Vision, Machine Learning (ML), Ontology, and Natural Language Processing (NLP), the team empowers customer service associates and foundational technologies with intelligent, data-driven solutions.

This Software Development Manager role sits within the CS DI organization, leading the development of the Realtime Context Intelligence domain. This domain excels in transforming raw data into AI-ready data in real-time or near-real-time, bridging the critical gap between data collection and artificial intelligence applications. The role holds substantial responsibility for crafting scalable, reliable, and innovative solutions across three primary areas: real-time data transformation, real-time signal enrichment, and real-time data aggregation and analytics. These areas collectively empower Amazon’s customer service operations with enriched data insights and timely analytics to support dynamic decision-making and enhance customer resolutions.

The position involves defining a forward-looking technical strategy while establishing a robust technical foundation for the Data Intelligence team. It demands close collaboration with leaders across science, product, data engineering, and business intelligence engineering functions to influence the broader technical landscape beyond the immediate team. As a manager, you will build and nurture a high-performing team by attracting, mentoring, and retaining top-tier engineering talent. Additionally, this role is pivotal in driving operational and engineering excellence by upholding strict standards in security, quality, and engineering best practices. The Software Development Manager will also contribute to the ongoing innovation, ensuring the team remains at the leading edge of technology and continues to deliver impactful solutions that address real-time customer service challenges.

The role’s comprehensive nature requires not only technical acumen but also leadership capabilities to effectively partner with cross-functional teams and product management. Candidates with experience in AI/ML technologies and system design at scale will find this role a compelling opportunity to shape the future of customer service data intelligence at Amazon. The base salary range for this position is $184,900 to $250,200 USD annually, with additional components including sign-on bonuses and restricted stock units (RSUs). This role is based in Seattle, Washington, USA, and offers full benefits including health insurance, 401(k) matching, paid time off, and parental leave, all designed to support employee well-being and growth.