Applied Science Manager, Amazon Customer Service

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