Applied Science Manager, Amazon Customer Service

DESCRIPTION

We're building the science team behind Amazon Customer Service's next leap - moving from "first available agent" to intelligently matching every customer with the right person to solve their problem. This is a science leadership role where you'll build and grow a team of 6-7 scientists tackling personalization, prediction, and optimization at massive scale.

This role is for you if you love the intersection of people leadership and technical depth. You'll spend your days unblocking scientists, shaping technical direction, and ensuring the right problems get the right level of attention. The team is early-stage, so you'll have outsized influence on culture, processes, and technical direction from the ground up.

The problems are genuinely hard: How do you predict which agent will best resolve a customer's issue before the conversation starts? How do you optimize matching in real-time across thousands of simultaneous contacts? How do you design experiments that isolate the effect of routing decisions on both customer satisfaction and agent performance? If these questions excite you, we'd love to talk.

Key job responsibilities

Build and lead a team of applied scientists and data scientists working on ML-powered matching and routing systems that improve outcomes for hundreds of millions of customer interactions annually

Own the science strategy across multiple workstreams - from embeddings and prediction models to optimization algorithms and experimentation frameworks

Bridge the gap between research and production - ensuring your team's models don't just work in notebooks, they work at scale in real-time systems serving customers

Establish scientific rigor - experiment design standards, model validation processes, and artifact review cadences that let your team move fast without cutting corners

Hire and develop exceptional scientists - design hiring loops, calibrate the bar, and create career paths that attract and retain top talent

Partner closely with engineering, product, and business leaders to translate science capabilities into measurable customer outcomes

BASIC QUALIFICATIONS

3+ years of scientists or machine learning engineers management experience

Knowledge of ML, NLP, Information Retrieval and Analytics

PREFERRED QUALIFICATIONS

Experience building machine learning models or developing algorithms for business application

Experience building complex software systems, especially involving deep learning, machine learning and computer vision, that have been successfully delivered to customers

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.