Level

Amazon

Director Engineering, Associate Experience, Amazon Customer Service

AI in this role

Customer Service Experience (CSX) is seeking an exceptional Director of Software Development to lead the world’s largest contact handling systems to deliver personalized service to millions of customers across the globe. In this role you will work backwards from a diverse set of engineering and business use cases across consumers, business customers, digital and device customers, etc. and partner with leaders and builders across Store ecosystem - from concession to ship tech to store security. You will lead conceptualization of new software systems including where AI meets Service Delivery, and evolution of existing software services and deliver results through software development teams. You will partner with peer leaders across broader customer service to align on strategic direction and serve as a technical advisory voice to influence senior leadership. And, of course, you will also be a people leader focused on hiring and growth of leaders and engineers on your team.

This is a transformational leadership role for someone who thrives at the intersection of deep technology, product thinking, and customer obsession, a leader poised to disrupt how we deliver contact handling and anticipate the evolving needs of our customers.


Key job 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 type of contact types through a single pane of glass, and partner with stakeholders to simplify associate network.
- 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 tier1 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

Basic qualifications

• 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

Preferred 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.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.



USA, WA, Seattle - 264,100.00 - 350,000.00 USD annually

How we score this

Director Engineering, Associate Experience, Amazon Customer Service at Amazon scores 27 out of 100 on AI centrality, which makes it AI Level 1 of 4 (Little AI) on this board. The level measures how much of the work is AI, not seniority.

Classification

AI Level 1. The work itself involves no AI, or AI only appears as scenery, such as a company tagline.

  1. AI Level 480 to 100
  2. AI Level 360 to 79
  3. AI Level 240 to 59
  4. AI Level 10 to 39

Bands come from how often the tools, models and workflows of the role are named in the posting itself. Open the description and count.

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