Software Development Manager, Customer Service

Salary: $184,900 - 250,200 per year
Requirements:
We look for 2+ years of experience managing engineering teams. We require 7+ years of direct work within engineering teams. We need 3+ years of experience designing or architecting new and existing systems, including patterns for reliability and scale. We expect strong knowledge of engineering practices across the full software, hardware, and networking development lifecycle, including coding standards, code reviews, source control, build processes, testing, certification, and live site operations. We seek experience partnering with product or program management teams. We require experience with AI/ML technologies. We value experience communicating with users, technical teams, and senior leadership to gather requirements, explain product features, outline technical designs, and shape product strategy. We prefer experience recruiting, hiring, mentoring, coaching, and managing software engineering teams to strengthen their effectiveness and technical growth.
Responsibilities:
We define the technical strategy and set the long-term vision for the Data Intelligence technical foundation. We partner with leaders across science, product, data engineering, and BIE to shape direction beyond our immediate team. We collaborate with other engineering leaders to advance technical innovation across the organization. We build a high-performing team by hiring, mentoring, and retaining top talent. We drive operational and engineering excellence by setting high standards for security, quality, and engineering best practices. We lead software development for Realtime Context Intelligence, turning raw data into AI-ready data in real time or near real time. We develop real-time transformation solutions, including capabilities such as data redaction. We build real-time signal enrichment solutions, including customer reason code and customer perceived resolution. We create real-time aggregation and analytics solutions, including metrics for peak-event detection and emerging escalation patterns.
Technologies:
AI Computer Vision Hardware Support Machine Learning Security
More:
We are the Data Intelligence team within Amazon Customer Service, a new function focused on defining, building, implementing, and monitoring an end-to-end data strategy. We apply Generative AI, computer vision, machine learning, ontology, and natural language processing to improve customer service associate experiences and foundational technologies. This Software Development Manager role is based in Seattle, Washington, with a listed base salary range of USD 184,900 to 250,200 annually. Our total package may include sign-on payments and restricted stock units, and we offer comprehensive benefits such as health insurance, 401(k) matching, paid time off, parental leave, and support for workplace accommodations. We operate within an inclusive culture that values customer obsession and high standards.
last updated 29 week of 2026