Software Development Manager, Amazon Customer Service

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.