Sr. Manager of Applied Science, Customer Service
DESCRIPTION
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.
BASIC QUALIFICATIONS
- Master's 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
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