Data Engineering Manager, Customer Engagement Technology

The Data and Artificial Intelligence (AI) team is a new function within Amazon Customer Service's Consumer Engagement Technology. We own the end-to-end process of defining, building, implementing, and monitoring a comprehensive data strategy, and applying GenAI, computer vision, ontology, and natural language processing to customer service associate experiences and foundational technologies.

As a Data Engineering Manager, you will be accelerating the evolution of data as a strategic asset within Amazon Customer Service. You will be a thought leader and key influencer who can translate complex business requirements and customer needs into innovative technology solutions. Your expertise will be crucial in shaping strategy and addressing complex data engineering challenges while driving forward-thinking approaches. You'll evaluate and prioritize initiatives to ensure we're focusing on the most impactful problems. As a "hands-on" technical leader, you'll take ownership of the design and quality of data solutions built by one or more teams, overseeing aspects such as usability, governance, performance, availability, security, and operations. You will manage diverse data at scale, set technical standards, and drive data strategy for Amazon Customer Service. This position will advance data engineering best practices, use data and AI to drive CX improvements, and transform and set new global standards for customer experience. You will lead a team of talented Data Engineers to develop scalable and maintainable data pipelines for both structured and unstructured data. The ideal candidate has strong business judgment, a keen sense of architectural design, excellent document skills, and experience with big data technologies (Spark/Hive, Redshift, EMR, as well as other AWS technologies).

You care deeply about customers and always strive to improve data engineering practices and team standards. You work well in a fast-paced setting, handling many projects at once and using your skills to create effective solutions. You can think strategically while still getting hands-on with the work, helping you solve complex problems and stay focused on making things better for customers.

Key job responsibilities
• Technical Leadership and Problem-Solving: Manage and grow the data engineering team, tackle complex data challenges, and serve as a technical leader on our most demanding, cross-functional projects. Develop a full and complete understanding of system interdependencies and limitations. Set standards for data engineering excellence, and drive continuous improvement across end-to-end data engineering processes. Architect and deliver efficient, scalable, and maintainable data solutions aligned with business needs. Lead deep-dive troubleshooting exercises and technical retrospectives to identify and resolve root causes of complex issues.
• Strategic Communication and Influence: Exert technical influence over multiple teams and across leadership levels, increasing their effectiveness by sharing your deep knowledge and experience. You are a leader, builder, and an operator. Serve as a key influencer to leadership, addressing highly ambiguous challenges spanning multiple teams. Effectively communicate technical concepts and trade-offs to both technical and non-technical audiences, building consensus and alignment.
• Innovation and Customer Focus: Proactively identify and pursue novel opportunities to leverage data in ways that significantly enhance customer experience and drive business value. Continuously stay abreast of industry trends and best practices, skillfully balancing time, effort, and feature considerations to make informed decisions and deliver customer impact.
• Team Development and Mentorship: Participate in the hiring and career development of data professionals, including conducting technical assessments. Mentor data engineers across the organization, fostering skill growth and amplifying their impact.

A day in the life
A typical day for a Data Engineering Manager in the CS Data and AI team involves balancing strategic thinking with hands-on problem-solving. The team they lead solves real-world problems. The day begins with reviewing important and complex data initiatives, ensuring alignment with customer needs and business objectives. They dedicate time to translating complex business requirements into practical technological solutions, often addressing challenging data engineering problems. Working directly with their team, they design and enhance data systems, focusing on efficiency, security, and usability. Throughout the day, they lead and guide team members, fostering skill growth and encouraging them to tackle more substantial challenges. A significant aspect of their role involves ensuring data quality, system scalability to accommodate millions of customers, and the generation of actionable insights from vast amounts of information. By the end of the day, they have typically resolved complex technical issues, advanced important data projects, and conceived new ideas to improve how Amazon utilizes data to transform the customer experience.

Benefits Summary:
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan

About the team
The Data and AI team is a new function within Amazon Customer Service's Consumer Engagement Technology. We own the end-to-end process of defining, building, implementing, and monitoring a comprehensive data strategy, and applying GenAI, computer vision, ontology, and/or natural language processing to customer service associate experiences and foundational technologies.- 5+ years of data engineering experience
- 2+ years experience managing a technical team
- Bachelor's degree in Computer Science, Engineering, or a quantitative field preferred- Advanced degree (Master's, PhD) in Computer Science, Engineering, or a quantitative field preferred
- Expertise in data highways, big data pipelines, data modeling, and cloud data infrastructure
- Hands-on experience implementing GenAI applications and algorithms, and advancing the state of the art
- Proven track record of tackling highly ambiguous, complex data challenges and delivering impactful solutions

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $153,000/year in our lowest geographic market up to $264,500/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.