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Job Details
Posted date: Sep 10, 2025
Location: Seattle, WA
Estimated salary: $268,600
Range: $196,900 - $340,300
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.
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
Extended Qualifications
- 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 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.
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