Business Intelligence Manager, Customer Engagement Technology

Do you want to join an innovative team of engineers and scientists who use Machine Learning (ML), Natural Language Processing (NLP), and statistical techniques to provide the best customer experience on the Earth? Do you want to change the way that people interact with customer service? Our team aims to lead the technical innovations in these spaces and set the bar for every other company in existence.

If you can envision how big data and technology can be used to improve customer experience, if you love to innovate, if you enjoy discovering knowledge from big structured and unstructured data, and if you deliver results, then we want you on our team. We're specifically looking for a strong analytical thinker with excellent communication skills who can improve our team's infrastructure and build new analytical visualization tools for various purposes.

You will participate in all phases of scientific projects, including big data analysis, designing and implementing product experiments, automating analytical metrics mechanisms, and communicating results. You will earn trust from our business partners by collaborating with them to define key research questions, communicating scientific approaches and findings, listening to and incorporating their feedback, and delivering successful solutions.

Key job responsibilities
- Design, build, and maintain robust, automated, and user-friendly systems, reports, dashboards, and other analytical solutions at scale.
- Proactively identify opportunities and develop automated, scalable analytical solutions to address business needs.
- Collaborate with Product Managers, Scientists, Engineers, and Data Engineers to consult, develop, and implement key performance indicators (KPIs), automated reporting solutions, process automation, and enhancements to data infrastructure.
- Develop end-to-end automation pipelines for applications and machine learning models.
- Leverage advanced analytics skills to extract meaningful insights and learnings from large, complex datasets.
- Implement strategies to measure and improve the customer experience, driving positive outcomes.
- Identify patterns and trends in data, and analyzing their relation to and impact on desired outcomes.
- Lead and inspire the team to high performance, setting the vision, maintaining high standards, and delivering exceptional results through energy and motivation.
- Manage, mentor, and facilitate the growth and development of a team of Business Intelligence Engineers (BIEs), fostering their skills and expertise.

A day in the life
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
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

About the team
Join our team of product leaders, scientists and engineers who develop and deploy Large Language Model (LLM)-based Conversational Artificial Intelligence (AI) systems to enhance Amazon's customer service experience and effectiveness. We work on innovative solutions that help customers solve their issues and get their questions answered efficiently, and associate-facing products that support our customer service associate workforce.