Director Engineering, Associate Experience, Amazon Customer Service

About the role

The Director of Software Development leads the world’s largest contact handling systems to deliver personalized service to millions of customers globally. This role involves working backwards from diverse engineering and business use cases across various customer segments, partnering with leaders and builders across the Store ecosystem, and leading the conceptualization and evolution of software systems.

Responsibilities

• Own the technical strategy and multi-year roadmap for associate-facing service and feed into overall Customer Service strategy
• Lead a distributed engineering organization of 200
• Deliver ambitious new capabilities: agentic automation for resolution recommendation, reimagine associate experience of handling all types of contact types through a single pane of glass, and partner with stakeholders to simplify associate networks
• Drive engineering transformation: pioneer AI-native development practices, organize around small outcome-focused teams, and redefine what great engineering looks like for your organization
• Maintain operational excellence for all tier 1 systems across dozens of countries
• Build partnerships with Finance, Operations, Product, UX, and Science leaders, as well as peer organizations up and downstream
• Independently represent the organization with VP-level stakeholders

Requirements

• Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience)
• 10+ years of software development experience
• 10+ years in senior engineering leadership roles

Qualifications

• Master's degree or PhD in Computer Science, Engineering, or related field (or equivalent experience)
• Track record of delivering large-scale, mission-critical systems with high availability requirements
• Experience leading AI/ML-powered product development from research through production deployment
• Desire and ability to inspire and influence at all levels

Skills

• Deep technology expertise
• Product thinking
• Customer obsession

Benefits

Amazon offers comprehensive benefits including health insurance, retirement plans, paid time off, and parental leave. For more details, visit here.

Pay

Base salary range: $264,100.00 - $350,000.00 USD annually

Schedule

Full-time