Sr. Software Development Manager - AI Memory Systems, Customer 360
Every time a customer tells Alexa about a dietary preference, buys running shoes, streams a sci-fi movie, or adds dog food to their cart, that moment should shape every future interaction across Amazon. Your job is to make that happen.
We're hiring a Senior Manager to lead the teams that build Amazon's AI memory — the system that understands who each customer is, what they care about, who's in their family (pets included), and what they need next. Your work powers every major AI experience at Amazon: Alexa+, Alexa for Shopping, Search, Homepage, Prime Video, Music, Audible, Health AI, and more. This is a critical company-wide initiative touching every business at Amazon.
What makes this role different:
* You own the full pipeline from raw signal to real-time AI retrieval — not just one piece of the stack
* Your science teams generate inferences across all of Amazon's businesses, not a single vertical
* You partner with 10+ organizations and influence without authority at the most senior levels
* You build for conversational AI agents that need to recall the right memory in the right moment at real-time speed
The systems you own are already at massive scale and growing fast — this isn't a roadmap on a whiteboard
If you want to shape how AI understands and remembers hundreds of millions of customers, and you thrive leading science and engineering teams through ambiguity at scale, this is the role.
Key job responsibilities
Lead and grow multiple science and engineering teams that generate, store, and serve customer inferences across all Amazon businesses — building the AI-ready representations that power personalized experiences for hundreds of millions of customers.
Own the customer inference pipeline end-to-end: from raw signals (purchases, browsing, streaming, listening, reading, conversations) through inference generation to real-time retrieval by AI agents and recommendation systems.
Define and execute the technical strategy for family and household understanding — identifying the important people, pets, and vehicles in each customer's life and enabling personalized recommendations for each.
Drive memory quality at scale: establish precision and recall targets, build evaluation frameworks, and continuously improve the accuracy of both explicit memories (what customers tell us) and inferred memories (what we learn from their behavior).
Serve as the primary technical voice for customer understanding in executive reviews, translating complex inference systems into clear narratives about customer impact and business value.
Partner with 10+ organizations (Alexa, Alexa for Shopping, Search, Prime Video, Music, Audible, Books, Ads, Grocery, Health AI, Amazon Business) to ensure customer memories are adopted and delivering value across every major Amazon surface.
Build and operate contextual retrieval systems that serve the right customer memories to the right AI agent at the right moment, under strict latency requirements.
Define privacy-by-design principles for customer memory: ensure every inference respects consent, deletion promises, regulatory requirements, and customer trust while maximizing personalization value.
Establish cross-business data governance standards — authoring schemas, onboarding processes, and quality gates that allow dozens of businesses to contribute customer signals into a unified system without compromising data integrity.
Hire, develop, and retain world-class applied scientists and engineers, fostering a culture of scientific rigor, rapid experimentation, and customer obsession.
About the team
Customer 360 is Amazon's central memory system. Our mission: when a customer interacts with any part of Amazon, every other part reflects that understanding immediately. We process signals from across Amazon — shopping, streaming, listening, reading, browsing, and conversations — and transform them into AI-ready memories that power personalized experiences for hundreds of millions of customers worldwide. Our memories fuel Amazon's largest AI initiatives including Alexa+, Alexa for Shopping, Health AI, conversational assistants, generative recommendation systems, and personalized discovery across every major surface. We operate at massive scale. We are a team of builders who believe that understanding customers deeply — and remembering what matters to them — is the foundation of every great AI experience.
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.
USA, WA, Seattle - 220,100.00 - 297,700.00 USD annually
We're hiring a Senior Manager to lead the teams that build Amazon's AI memory — the system that understands who each customer is, what they care about, who's in their family (pets included), and what they need next. Your work powers every major AI experience at Amazon: Alexa+, Alexa for Shopping, Search, Homepage, Prime Video, Music, Audible, Health AI, and more. This is a critical company-wide initiative touching every business at Amazon.
What makes this role different:
* You own the full pipeline from raw signal to real-time AI retrieval — not just one piece of the stack
* Your science teams generate inferences across all of Amazon's businesses, not a single vertical
* You partner with 10+ organizations and influence without authority at the most senior levels
* You build for conversational AI agents that need to recall the right memory in the right moment at real-time speed
The systems you own are already at massive scale and growing fast — this isn't a roadmap on a whiteboard
If you want to shape how AI understands and remembers hundreds of millions of customers, and you thrive leading science and engineering teams through ambiguity at scale, this is the role.
Key job responsibilities
Lead and grow multiple science and engineering teams that generate, store, and serve customer inferences across all Amazon businesses — building the AI-ready representations that power personalized experiences for hundreds of millions of customers.
Own the customer inference pipeline end-to-end: from raw signals (purchases, browsing, streaming, listening, reading, conversations) through inference generation to real-time retrieval by AI agents and recommendation systems.
Define and execute the technical strategy for family and household understanding — identifying the important people, pets, and vehicles in each customer's life and enabling personalized recommendations for each.
Drive memory quality at scale: establish precision and recall targets, build evaluation frameworks, and continuously improve the accuracy of both explicit memories (what customers tell us) and inferred memories (what we learn from their behavior).
Serve as the primary technical voice for customer understanding in executive reviews, translating complex inference systems into clear narratives about customer impact and business value.
Partner with 10+ organizations (Alexa, Alexa for Shopping, Search, Prime Video, Music, Audible, Books, Ads, Grocery, Health AI, Amazon Business) to ensure customer memories are adopted and delivering value across every major Amazon surface.
Build and operate contextual retrieval systems that serve the right customer memories to the right AI agent at the right moment, under strict latency requirements.
Define privacy-by-design principles for customer memory: ensure every inference respects consent, deletion promises, regulatory requirements, and customer trust while maximizing personalization value.
Establish cross-business data governance standards — authoring schemas, onboarding processes, and quality gates that allow dozens of businesses to contribute customer signals into a unified system without compromising data integrity.
Hire, develop, and retain world-class applied scientists and engineers, fostering a culture of scientific rigor, rapid experimentation, and customer obsession.
About the team
Customer 360 is Amazon's central memory system. Our mission: when a customer interacts with any part of Amazon, every other part reflects that understanding immediately. We process signals from across Amazon — shopping, streaming, listening, reading, browsing, and conversations — and transform them into AI-ready memories that power personalized experiences for hundreds of millions of customers worldwide. Our memories fuel Amazon's largest AI initiatives including Alexa+, Alexa for Shopping, Health AI, conversational assistants, generative recommendation systems, and personalized discovery across every major surface. We operate at massive scale. We are a team of builders who believe that understanding customers deeply — and remembering what matters to them — is the foundation of every great AI experience.
Basic Qualifications
- 10+ years of engineering experience
- 5+ years of engineering team management experience
- 10+ years of planning, designing, developing and delivering consumer software experience
- Experience partnering with product or program management teams
- Experience managing multiple concurrent programs, projects and development teams in an Agile environment
Preferred Qualifications
- Experience partnering with product and program management teams
- Experience designing and developing large scale, high-traffic applications
- Experience with AI/ML technologies
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.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, WA, Seattle - 220,100.00 - 297,700.00 USD annually