Sr Manager, Applied Science, Customer Engagement Technology
DESCRIPTION
The Data and Artificial Intelligence (AI) team is a new function within Amazon Customer Service's Consumer Engagement Technology. We own the end-to-end process of defining, building, implementing, and monitoring a comprehensive data strategy. We also develop and apply Generative Artificial Intelligence (GenAI), Computer Vision, Ontology, and/or Natural Language Processing (NLP) to associate experiences and foundational technologies.
As a Senior Manager - Applied Science, you will be accelerating the evolution of science and data strategy within Amazon Customer Service. You will be a key influencer and science thought leader who can translate complex business requirements and customer needs into innovative applied AI and technology solutions. Your expertise will be crucial in shaping strategy and addressing complex science problems while driving forward-thinking approaches. You'll evaluate and prioritize initiatives to ensure we're focusing on the most impactful problems for our customers. As a "hands-on" science leader, you will own defining the strategic science vision, have a long-term roadmap, establish the right science team structure, and lead your teams as they deliver production level models that execute on that vision.
You care deeply about customers and always strive to improve applied AI best practices and team standards. You work well in a fast-paced setting, handling many projects at once and using your skills to create effective solutions. You can think about the big picture while still getting hands-on with the work, helping you solve complex problems and stay focused on improving customer experience and delighting our customers.
Key job responsibilities
• Manage and grow the science team with a broad range of domain expertise (e.g., GenAI, NLP), Computer Vision (CV), Ontology, Language Translation, Deep Learning)
• Define science strategy and roadmap, and drive effective execution, including working closely with cross-functional teams (e.g., software engineers, data engineers, product management)
• Lead teams performing strategically important scientific analyses to identify technology gaps and business opportunities
• Research and develop accurate and scalable methods to solve our hardest science problems
• Deliver production-level science models, and be able to quickly approach large ambiguous problems, turn high-level business requirements into models/algorithms, identify the right solution approach, and contribute to software development for production systems
• Champion scientific and operational excellence best practices within your team and influence the broader organization
A day in the life
A typical day for an Applied Science, Senior Manager in the Customer Service (CS) Data and AI team involves balancing strategic thinking with hands-on problem-solving. The team you will lead solves real-world problems by getting and analyzing large amounts of data, generating business and customer insights, designing experiments, and delivering production-level models. Throughout the day, you guide team members, fostering skill growth and encouraging them to tackle more substantial challenges. The team is driven by both customer and business needs, which requires collaboration with other Scientists, Engineers, and Product Managers across the organization. You will prepare written and verbal presentations to share insights with audiences of varying levels of technical sophistication. By the end of the day, they have typically resolved complex technical issues, advanced important data projects, and conceived new ideas to improve how Amazon utilizes data and science to transform the customer experience.
Benefits Summary:
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
About the team
The Data and AI team is a new function within Amazon Customer Service's Consumer Engagement Technology. We own the end-to-end process of defining, building, implementing, and monitoring a comprehensive data strategy. We also develop and apply GenAI, Computer Vision, Ontology, and/or NLP to enhance associate experiences and improve foundational technologies.
BASIC QUALIFICATIONS
- 10+ years of applied science experience in deploying AI/Machine Learning solutions to customer facing products
- 3+ years hands-on experience leading multiple ML teams
- PhD in Computer Science, Statistics or related field (or requisite relevant experience)
PREFERRED QUALIFICATIONS
- Hands-on experience implementing GenAI applications and algorithms, and advancing the state of the art
- Proven track record of tackling highly ambiguous, complex data challenges and delivering impactful solutions
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $196,900/year in our lowest geographic market up to $340,300/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.