Sr Manager, Applied Science, Shipping and Delivery Support

Seattle, WA, United States

Sr Manager, Applied Science, Shipping and Delivery Support Job ID: 2661889 | Amazon.com Services LLC

As Earth’s most Customer Centric Company, Amazon’s Customer Service organization is dedicated to building solutions that provide our customers with the best experience for fast resolutions when faced with an order issue. Shipping and Delivery (SDS) Support team within WW Customer Service provides value by combining expertise in Amazon Transportation Services with the scale and support infrastructure of World-Wide Customer Service to ensure successful deliveries, gather intelligence to prevent future delivery problems, and automate resolution without requiring human intervention.

Amazon Shipping and Delivery Support (SDS) Tech team is seeking a hands-on Senior Manager, Applied Science to lead our science strategy and initiatives in driver and recipient support. This role has the unique opportunity to shape the delivery driver support experience for one of the largest and most complex customer service operations in the world. As a Sr. Science Manager in the SDS Tech Team, you will own the science strategy and road map for the SDS organization, and lead the science team to use scientific research and rigorous analytics to influence our program and product strategies in driver and recipient support for Amazon Logistics. You will closely collaborate with SDS product and engineering teams to design the conversational AI solutions and drive intelligence and innovation in how we improve Amazon driver and recipient experience, build cutting-edge machine learning and generative AI applications to automate and enable self-service for the Amazon Logistics delivery partners, and continuously improves the delivery experience for Amazon drivers and customers.

This role requires an individual with excellent team leadership skills, outstanding business acumen, and an entrepreneurial spirit. We are looking for an experienced leader who is a self-starter comfortable with ambiguity, passionate about the latest advancement in LLMs and generative AI applications, demonstrates strong attention to detail and curiosity in new knowledge domains, and has the ability to excel in a fast-paced and ever-changing environment.

Key job responsibilities

- Lead and manage a team of scientists responsible for science innovation and implementation in driver and recipient support products, programs, and operations.

- Gain deep understanding of driver needs, Amazon Flex and SDS business and operations strategy, and the WWCS and Last Mile technology landscapes to align most impactful opportunity for large language model (LLM) empowered product features.

- Provide thought leadership for SDS senior leaders in science vision, strategy, and roadmaps, drive the long-term development of science functions in the organization.

- Collaborate with cross-functional teams in SDS and in the broader Customer Service organization, as well as with science and engineer partner teams in Amazon Last Mile to align on product science strategy and approaches.

- As a hands-on leader, stay up front with latest technology development in the science domain, including but not limited to machine learning, generative AI and LLMs, and drive science applications and innovations in products and programs in SDS.

- Mentor and guide team members to achieve their career goals and objectives.

- Identify, prioritize, explore and communicate research opportunities that have potential to significantly impact driver and recipient experience.

- Own the strategy and execution of science roadmap for SDS, drive coherence with partner teams.

A day in the life

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!

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:

1. Medical, Dental, and Vision Coverage

2. Maternity and Parental Leave Options

3. Paid Time Off (PTO)

4. 401(k) Plan

We are open to hiring candidates to work out of one of the following locations:

Seattle, WA, USA

BASIC QUALIFICATIONS - Masters in Computer Science, Computer Engineering or a related field.

- 10+ years of experience in natural language processing, machine learning, or a related field.

- Proven track record of leading and managing science teams handling complicated science/engineer problems

- Expert knowledge of machine learning algorithms and techniques.

- Familiarity with large-scale data processing and storage systems.

- Excellent communication and interpersonal skills.

- Ability to work in a fast-paced, collaborative environment.

PREFERRED QUALIFICATIONS - Experience with building applications using Large language models.

- Experience in leading the science or engineer team in building science solution in mobile applications.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

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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Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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