Applied Science Manager, Amazon Customer Service

**DESCRIPTION** --------------- We're building the science team behind Amazon Customer Service's next leap — moving from "first available agent" to intelligently matching every customer with the right person to solve their problem. This is a science leadership role where you'll build and grow a team of 6\-7 scientists tackling personalization, prediction, and optimization at massive scale. This role is for you if you love the intersection of people leadership and technical depth. You'll spend your days unblocking scientists, shaping technical direction, and ensuring the right problems get the right level of attention. The team is early\-stage, so you'll have outsized influence on culture, processes, and technical direction from the ground up. The problems are genuinely hard: How do you predict which agent will best resolve a customer's issue before the conversation starts? How do you optimize matching in real\-time across thousands of simultaneous contacts? How do you design experiments that isolate the effect of routing decisions on both customer satisfaction and agent performance? If these questions excite you, we'd love to talk. Key job responsibilities * Build and lead a team of applied scientists and data scientists working on ML\-powered matching and routing systems that improve outcomes for hundreds of millions of customer interactions annually * Own the science strategy across multiple workstreams — from embeddings and prediction models to optimization algorithms and experimentation frameworks * Bridge the gap between research and production — ensuring your team's models don't just work in notebooks, they work at scale in real\-time systems serving customers * Establish scientific rigor — experiment design standards, model validation processes, and artifact review cadences that let your team move fast without cutting corners * Hire and develop exceptional scientists — design hiring loops, calibrate the bar, and create career paths t