Zendesk - Machine Learning Science Manager


machine learning

Zendesk is currently hiring a Machine Learning Science Manager
About the company: 
Zendesk’s people have one goal in mind: to make Customer Experience better.
Their products help more than 125,000 global brands (AirBnb, Uber, JetBrains, Slack, among others) make their billions of customers happy, every day.
Their team is responsible for helping Customer Experience teams to achieve their best, by intelligently solving repetitive work, so they can shift their focus to solving more sophisticated problems. They use the latest trends in Machine Learning and AI algorithms to help them on that mission, and they're passionate about empowering their customers.
As a Machine Learning Science Manager, you will be responsible for expanding and leading a distributed team of ML Scientists, fostering healthy relationships, collaboration and engagement, while supervising the development of AI capabilities. Your role will also involve mentoring and coaching team members, conducting performance evaluations, and finding opportunities for process improvements and innovation. Ultimately, your goal will be to ensure that your team delivers high-quality, scalable, and efficient machine learning solutions that drive business success.
What you'll be doing:
  • Lead the recruitment, health, engagement and development of your teams. You will have regular, open, action-orientated 1:1s with your reports and set goals that will bring them to the next level and further their careers.
  • Manage a team of machine learning scientists to improve, design, develop, and deploy AI-enabled customer support features.
  • Collaborate with other teams and other functional areas, including product management and engineering, to understand business requirements and translate them into technical solutions.
  • Manage and help prioritize the team’s work to ensure timely delivery of high-quality solutions that meet business requirements.
  • Contribute to discussions on the technical roadmap by advocating for the quality of the ML solutions.
  • Ensure the team has a deep understanding of the company’s data architecture, data governance, and data management processes to ensure accurate and timely data access and availability applications.
  • Develop and maintain in the team best practices for machine learning model exploration, development, testing, deployment and monitoring to ensure high reliability, scalability, and maintainability.
  • Provide a culture of learning and growing while keeping in mind the Zendesk capabilities, by supporting some initiatives to be up to date with the literature and sharing knowledge internally.
  • Support the incorporation in services of innovative machine learning models and algorithms, to continuously improve the effectiveness of AI features.
  • Mentor and coach team members to develop their skills and capabilities in machine learning, data science, and software engineering.
What you bring to the role:

Required experience:

  • Experience in leading machine learning teams to research and deliver technically exciting projects
  • Solid experience as a scientist researching and developing sound ML solutions
  • Experience or desire in building a team, managing its morale, developing hiring strategies and the career aspiration of the members
  • Ability to lead the discovery of solutions, leveraging the expertise of the team members and peers to look for the optimal path.
  • Experience working with the team to distill complex/vague problems into a set of actionable steps.
  • The energy and aim to move discussions/projects forward, exhibiting a balanced appetite for risks and the courage to make decisions.
  • Good communication and interpersonal skills, being able to collaborate effectively with cross-functional teams.
  • Good technical skills appropriate with the level of the role.
  • Track record of coaching/mentoring individual contributors, as well as crafting a culture and team valuing diversity and inclusion.
  • Familiarity with Agile methodologies and development practices.


Preferred requirements:

  • Experience with globally distributed teams
  • Experience working in the customer support or service industry.
  • Experience leading complex ML projects and mentoring colleagues 
  • Experience researching and developing ML methods in both academic and industry environments
  • Experience with natural language processing (NLP) and speech recognition technologies.
  • Experience with Machine Learning systems at scale
What their tech stack looks like:
  • Their code is mostly written in Python. With some parts in Ruby, Scala, and Java
  • Their servers live in AWS
  • Their machine learning models rely on PyTorch and Tensorflow
  • Their ML pipelines use AWS Batch and EMR
  • Their data is stored in S3, RDS MySQL, Redis, ElasticSearch, and Aurora
  • Their services are deployed to Kubernetes using Docker, and use Kafka for stream-processing
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today they power billions of conversations with brands you know and love.
Zendesk believes in offering their people a fulfilling and inclusive experience. Their hybrid way of working enables them to purposefully come together in person, at one of their many Zendesk offices around the world, to connect, collaborate and learn whilst also giving their people the flexibility to work remotely for part of the week.
Want to know more? Get in touch with us ๐Ÿ‘‡
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