Senior Manager, Applied Science, Customer Engagement Technology ID-20850
Description
The Data and Artificial Intelligence (AI) team is a new function within Customer Engagement Technology that's shaping the future of customer service. We lead the end-to-end process of defining, building, implementing, and monitoring comprehensive data strategies. Through the thoughtful application of Generative AI (GenAI), Machine Learning (ML), Data Science, Ontology, and Natural Language Processing (NLP), we enhance experiences for both customer service associates and customers worldwide.
As a Senior Applied Science Manager, you will be a leader of leaders, guiding teams that deliver strategic scientific innovations and architectures. Whether managing multiple teams or leading senior scientists, you'll shape the scientific direction for large organizations and drive innovation in customer experience. You will design and implement team structures that align scientific capabilities with long-term customer, business, and technology needs. This includes evaluating and championing multi-year scientific initiatives while balancing immediate customer and business priorities, and building collaborative relationships across stakeholder groups. The ideal candidate brings both strategic vision and practical experience in leading scientific teams, with a demonstrated ability to deliver customer value through applied science.
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Key job responsibilities
Strategic Leadership
- Design and implement team structures that align scientific capabilities with long-term customer, business, and technology needs
- Build and nurture collaborative relationships across stakeholder groups, effectively communicating complex concepts to Senior Leadership
- Identify opportunities for new scientific teams, specialized roles, and strategic team combinations
Technical Excellence
- Partner with business leaders and technical managers to ensure long-term viability of systems and products
- Stay informed of scientific developments within and beyond Amazon, inspiring innovative solutions
- Guide teams in developing scalable, efficient solutions while maintaining high scientific standards
People Leadership
- Foster an inclusive environment that encourages innovation and scientific excellence
- Develop and mentor scientific talent, building high-performing teams
- Balance strategic oversight with appropriate hands-on management
Decision Making
- Apply strong, data-driven business and technical judgment to complex decisions
- Break down complex challenges into actionable solutions
- Question assumptions and drive continuous improvement
A day in the life
Imagine yourself leading Amazon's Customer Service Data and AI Science team, where you're building the future of customer experience at a massive global scale. Your day might begin with strategic planning sessions for next-generation AI systems that will serve hundreds of millions of customers, followed by collaborating with senior scientists on breakthrough approaches to multi-modal customer understanding. You'll navigate complex technical decisions involving large language models, knowledge graphs, and machine learning systems that process billions of customer interactions, while ensuring your teams maintain Amazon's high bar for scientific rigor and customer trust. Throughout the day, you'll be evaluating multi-year scientific roadmaps with senior leadership, mentoring managers and principal scientists across multiple teams, and driving decisions about infrastructure investments that will shape Amazon's customer service technology for years to come. Whether you're guiding teams through complex technical challenges in real-time response generation or strategizing about cross-organization AI initiatives, you'll be balancing immediate operational excellence with long-term scientific innovation. Your leadership will be crucial in transforming how Amazon approaches customer service globally, making it more efficient, personalized, and effective through the thoughtful application of AI technologies at unprecedented scale. If you're energized by solving complex scientific challenges and passionate about developing world-class technical teams, we'd love to talk with you about joining our team.
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:
- Medical, Dental, and Vision Coverage
- Maternity and Parental Leave Options
- Paid Time Off (PTO)
- 401(k) Plan.
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!
About The Team
The Data and Artificial Intelligence (AI) team is a new function within Customer Engagement Technology that's shaping the future of customer service. We lead the end-to-end process of defining, building, implementing, and monitoring comprehensive data strategies. Through thoughtful application of Generative AI (GenAI), Machine Learning (ML), Data Science, Ontology, and Natural Language Processing (NLP), we enhance experiences for both customer service associates and customers worldwide.
Basic Qualifications
- Master's degree in a quantitative field (economics, computer science, statistics, or equivalent).
- 10+ years as a scientist or science manager.
Preferred Qualifications
- PhD in a quantitative field (Computer Science, Mathematics, Machine Learning, AI, Statistics, or equivalent).
- Familiarity with large-scale data processing and storage systems
- Expert knowledge of machine learning algorithms and techniques
- Track record of building AI systems for real-time classification and decision-making
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
