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), ML, Ontology, and Natural Language Processing (NLP) to customer service associate experiences and foundational technologies. This is a Software Development Manager role within the CS DI organization, leading software development for AI/ML development platform - a domain that enables AI teams across CS to build, test, deploy, and operate production AI agents and models safely and at speed, bridging the gap between raw data, ML models, and production-grade agentic applications. The role focuses on three key areas: - AI/ML platform infrastructure: Developing the compute, orchestration, and runtime layers that power CS's production AI agents — including model serving, agent frameworks, and secure tooling that gives agents authenticated access to enterprise data and systems. - Developer experience & tooling: Developing the internal developer platform that enables science and engineering teams to move from prototype to production — including evaluation pipelines, experimentation frameworks, observability, and CI/CD for AI workloads. - Security, compliance & operational excellence: Developing solutions to drive certification, identity propagation, data governance, and operational rigor across the platform — ensuring AI systems meet Amazon's security bar while maintaining development velocity. 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 engineering, 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.