Amazon Customer Service handles hundreds of millions of customer contacts each year across every Amazon business. As AI increasingly assists with transactional work, Customer Service Associates (CSAs) will spend more time exercising judgment, solving ambiguous problems, and delivering experiences that build customer trust and loyalty.
Our Associate Experience organization owns the products, intelligence systems, and experiences that determine how CSAs onboard, learn, receive coaching, improve performance, and collaborate with AI. We are investing in building Workforce Intelligence capabilities that continuously learn from associate interactions, identify opportunities for improvement, and deliver the right intervention at the right time.
We are seeking an experienced Business Intelligence Engineering Manager to establish and lead Workforce Intelligence within Customer Service.
You will own the intelligence foundation powering onboarding, learning, coaching, performance management, and workforce experience initiatives for hundreds of thousands of associates globally. You will bring together signals spanning associate journeys, workflow interactions, behavioral patterns, performance trends, operational metrics, and feedback mechanisms to develop a holistic understanding of the workforce experience. This role sits at the intersection of product, analytics, behavioral science, operations, and applied science. You will partner closely with Product Managers, Engineers, Applied Scientists, Operations leaders, Routing teams, Workforce Planning, and Quality organizations to identify the drivers of associate effectiveness, quantify their impact on customer outcomes, and influence investments across Customer Service.
The current capability does not exist in the form it needs to. This role will help establish the long-term vision for Workforce Intelligence, build the team, and define the measurement, experimentation, and recommendation systems that enable Customer Service to continuously improve associate effectiveness, satisfaction, and customer outcomes at scale.
Key job responsibilities
Build and lead a high-performing team of Business Intelligence Engineers. Define the long-term strategy for Workforce Intelligence and establish scalable mechanisms for measurement, experimentation, and insight generation. Develop workforce intelligence models, experimentation frameworks, recommendation systems, and behavioral insights that improve learning, coaching, performance, and satisfaction outcomes. Partner with Applied Scientists to operationalize predictive models, causal analyses, and other advanced analytical techniques that identify drivers of associate effectiveness. Work closely with Product and Engineering teams to embed intelligence directly into associate experiences and workflows. Influence senior leaders across Customer Service by translating complex analyses into actionable recommendations that improve associate capability, customer outcomes, and operational efficiency. Hire and develop technical talent while helping establish Workforce Intelligence as a strategic capability within Customer Service.
Basic Qualifications
- 7+ years of business intelligence and analytics experience
- 5+ years of delivering results managing a business intelligence or analytics team, including employee development and performance management experience
- Experience with SQL
- Experience with ETL
- Experience with data visualization using Tableau, Quicksight, or similar tools
- Experience with R, Python, Weka, SAS, Matlab or other statistical/machine learning software
Preferred Qualifications
- 4+ years of working with very large data warehousing environment experience
- 10+ years of data warehouse technical architectures, data modeling, infrastructure components, ETL/ ELT and reporting/analytic tools and environments, data structures and hands-on SQL coding experience
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