Software Development Manager, Amazon Customer Service

Amazon is hiring a Software Development Manager, Amazon Customer Service in Seattle, United States. It pays $185k-$250k a year and Level rates it ; you can apply on Amazon.

Level's read on this job

On Level's scale, this customer service role is Builds AI ●●●●: the job is building AI systems.
The listed pay starts 87% above the typical customer service posting on Level.
Tools and skills the posting cites include AI agents and NLP.
Level lists 20,000+ other open roles at Amazon.
The role was posted in the last few days.

AI in this role

ai-agentsnlp

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.

Basic qualifications

- 2+ years of engineering team management experience
- 7+ years of working directly within engineering teams experience
- 3+ years of designing or architecting (design patterns, reliability and scaling) of new and existing systems experience
- Knowledge of engineering practices and patterns for the full software/hardware/networks development life cycle, including coding standards, code reviews, source control management, build processes, testing, certification, and livesite operations
- Experience partnering with product or program management teams

Preferred qualifications

- Experience in communicating with users, other technical teams, and senior leadership to collect requirements, describe software product features, technical designs, and product strategy
- Experience in recruiting, hiring, mentoring/coaching and managing teams of Software Engineers to improve their skills, and make them more effective, product software engineers

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 - 184,900.00 - 250,200.00 USD annually

How we rate this

Software Development Manager, Amazon Customer Service at Amazon rates 84 out of 100 for how much of the daily work is AI. That makes it Builds AI (AI Level 4 of 4). The level is about AI in the job, not seniority.

Classification

Builds AI. The job is building AI systems.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.

Key facts

Software Development Manager, Amazon Customer Service is an open job at Amazon.
Level rates this role AI Level 4 of 4: Builds AI.
The listed salary is $185k-$250k a year.
The role is based in US, WA, Seattle.
The job was posted on November 11, 2026.
Seniority: senior.
Applications are handled by Amazon. Apply on Amazon

Prepare for this job

Built from this posting and from similar jobs on Level.

Skills and AI tools this role asks for

AI agentsNLP

Also common in customer service jobs at this level

Machine learning

Pay

This job starts at: $185k
Typical customer service job: $99k

This posting starts 87% above the typical customer service job. See customer service jobs

Questions you could be asked

How do you decide when an AI agent can act on its own versus asking for approval first?
What NLP problem have you worked on, and how did you measure whether it actually worked?
How would you decide a model or AI system is ready to ship?
Tell me about a time a model underperformed in production. How did you find out, and what did you change?

Adapt your resume

List these exact terms on your resume: AI agents and NLP. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
Lead with what you built, trained or shipped. This role is judged on the AI system itself, not the tools around it.

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