Director Engineering, Associate Experience, Amazon Customer Service

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