Sr. Manager of Applied Science, Customer Service
Share
Job Location:
Santa Clara - USA
Yearly Salary:
$ 196900 - 340300
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
We are seeking a Senior Manager of Applied Science for the Customer Service Associate-facing AI team to lead the development of AI capabilities for Customer Service Associate-facing tooling including those that provide customer contact context identify issues and recommend solutions generate customized responses matching associate communication styles deliver pattern analysis and coaching insights and route contacts optimally amongst AI associates and individual Customer Service associates.
The Applied Science Manager will own developing and executing the science strategy and roadmap while collaborating with other product engineering teams to implement these capabilities across Amazon. They are also responsible for hiring and developing the science/MLE team to support the mission.
Key job responsibilities
- Lead the development and implementation of AI capabilities for Routing customer service (CS) contact context summarizer and resolution recommender CS Operations coaching insight extractor and CS contact router amongst AI agents and CS associates.
- Lead the scientific strategy and roadmap for Router CSA resolver One summarizer and entity predictor.
- Partner with CS product and operations leaders to integrate these AI capabilities into the CS associate process and customer journey.
- Guide team development and influence organization-level AI strategy in collaboration with senior leadership.
- Masters degree in Computer Science Linguistics or related field
- 12 years of machine learning natural language processing or AI systems
- Proven track record leading science teams and driving technical strategy
- Expert knowledge of Conversation AI Applications at scale
- Experience with large-scale AI systems and automated testing frameworks
- Ph.D. in related fields
- Experience building enterprise-scale AI Applications
- Knowledge of multilingual conversational AI systems and performance metrics
- Strong leadership and organizational influence skills
- Ability to drive results in a fast-paced collaborative environment
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability 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 Companys 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 for more information. If the country/region youre applying in isnt 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 $196900/year in our lowest geographic market up to $340300/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 This position will remain posted until filled. Applicants should apply via our internal or external career site.
The Applied Science Manager will own developing and executing the science strategy and roadmap while collaborating with other product engineering teams to implement these capabilities across Amazon. They are also responsible for hiring and developing the science/MLE team to support the mission.
Key job responsibilities
- Lead the development and implementation of AI capabilities for Routing customer service (CS) contact context summarizer and resolution recommender CS Operations coaching insight extractor and CS contact router amongst AI agents and CS associates.
- Lead the scientific strategy and roadmap for Router CSA resolver One summarizer and entity predictor.
- Partner with CS product and operations leaders to integrate these AI capabilities into the CS associate process and customer journey.
- Guide team development and influence organization-level AI strategy in collaboration with senior leadership.
- Masters degree in Computer Science Linguistics or related field
- 12 years of machine learning natural language processing or AI systems
- Proven track record leading science teams and driving technical strategy
- Expert knowledge of Conversation AI Applications at scale
- Experience with large-scale AI systems and automated testing frameworks
- Ph.D. in related fields
- Experience building enterprise-scale AI Applications
- Knowledge of multilingual conversational AI systems and performance metrics
- Strong leadership and organizational influence skills
- Ability to drive results in a fast-paced collaborative environment
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability 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 Companys 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 for more information. If the country/region youre applying in isnt 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 $196900/year in our lowest geographic market up to $340300/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 This position will remain posted until filled. Applicants should apply via our internal or external career site.
Required Experience:
Manager
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
AmaZone Cafe it is a very cosy place, focus on healthy food, where you can delight with your friends and family and try the best Acai, the famous brazillian fruit.
