Business Intelligence Engineering Manager, Workforce Intelligence

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, p...