About this role
Amazon Customer Service handles hundreds of millions of customer contacts each year across every Amazon business. Our Associate Experience organization owns the products, platforms, and AI systems that determine how Customer Service Associates (CSAs) onboard, learn, receive coaching, improve performance, and collaborate with AI. To build the workforce of the future, Customer Service must understand what drives associate effectiveness at global scale. We are investing in Workforce Intelligence—a new platform that brings together signals across associate journeys, workflow interactions, operational performance, customer outcomes, behavioral patterns, and feedback mechanisms to generate intelligence that informs decisions across learning, coaching, staffing, routing, workforce planning, policy, and future AI experiences. We are seeking an experienced Software Development Manager to establish and lead the Workforce Intelligence Platform. You will lead the engineering team responsible for building the foundational services powering workforce intelligence, experimentation, recommendation systems, intelligence APIs, and future AI capabilities. Working closely with Product Managers, Business Intelligence Engineers, Applied Scientists, and Operations leaders, your team will transform billions of operational signals into actionable intelligence that helps Customer Service continuously improve its workforce and customer outcomes. The current capability does not exist in the form it needs to. This leader will define the engineering vision, build a world-class team, establish the platform architecture, and create the technical foundation for one of Amazon’s largest workforce intelligence initiatives. Key job responsibilities > Build and lead a high-performing software engineering team responsible for the Workforce Intelligence Platform. > Define the engineering strategy and technical roadmap for workforce intelligence, experimentation, recommendation systems, and intelligence services. > Build scalable platform capabilities including intelligence APIs, recommendation services, experimentation frameworks, signal ingestion pipelines, and shared infrastructure. > Partner closely with Product, Business Intelligence, Applied Science, Routing, Workforce Planning, Quality, and Operations teams to operationalize intelligence across Customer Service. > Drive engineering excellence across architecture, operational excellence, security, software quality, and platform scalability. > Hire, coach, and develop engineers while establishing Workforce Intelligence as a foundational capability across Customer Service.