Manager, Research Science

Job ID: 1599703 | Services LLC


The Worldwide Defect Elimination (WWDE) organization in Customer Service drives Amazon towards a defect-free customer experience (CX) by building technology that rapidly identifies and remediates defects, associates them with the information required to resolve the root cause, and prioritizes multitude of improvement opportunities based on customer and business needs. Defect elimination is the upstream solution to achieve perfect CX. A defect when it occurs, causes customer frustration and makes it Amazon’s responsibility to offer appropriate remediation to earn the customer’s trust back leaving little to no margin for error. Finding the right balance between the Concessions offered to revive the CX, compliance to fiscal responsibility and increasing loyalty is a hard problem to solve requiring extensive qualitative analysis and complex computational science. The true goal of WWDE is to eliminate such defects. To achieve this, we must understand what our customers are saying. Our customer feedback is often in free form language and unstructured including Customer Service contacts, product reviews, and social media posts, requiring advanced engineering and science to derive insights. We are looking for a science leader to lead identification and attribution of defects as well as data driven optimization of remediation to earn the customer trust back. You will identify research directions, create roadmaps for forward-looking research and communicate them to senior leadership, and work closely with engineering teams to bring research to production. You will attract top talent, build and lead a high functioning science organization. In this role, you will partner with engineering, product and economist teams to build state of the art ML techniques to improve CX. You will experiment with massive data, work on challenging problems, implement and deploy your ideas at scale, and understand whether they succeed via statistically relevant experiments. You will foster an open and continuous learning environment where your team can pursue ambitious, long-term research, challenge assumptions, work on problems that haven’t been solved before, and publish research while delivering results


· PhD in Computer Science or related discipline
· 6+ years of practical experience applying ML to solve complex problems
· 5+ years of experience managing ML or engineering teams
· Ability to handle multiple competing priorities in a fast-paced environment
· Excellent written and verbal communication skills


· Extensive knowledge and practical experience in ML, NLP, Information Retrieval and Analytics
· Proficient in a programming language
· Track record of scientific publications
· Proven management experience hiring and growing top talent

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 We believe passionately that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We welcome applications from all members of society irrespective of age, gender, disability, sexual orientation, race, religion or belief.