Experienced Full Stack Applied Science Manager – Customer Engagement Technology at arenaflex

At arenaflex, we're revolutionizing the way we interact with customers through innovative Customer Engagement Technology (CET) solutions. Our team of experts is dedicated to harnessing the power of Artificial Intelligence (AI) and machine learning (ML) to create unparalleled customer experiences. As an Experienced Full Stack Applied Science Manager, you'll play a pivotal role in shaping the future of customer engagement at arenaflex.

About arenaflex

arenaflex is a leader in providing exceptional Customer Service globally, driven by innovation and customer obsession. Our commitment to excellence is reflected in our cutting-edge CET department, which leverages conversational AI and ML technology to predict and resolve customer issues through self-service and automation solutions. By joining our team, you'll become part of a dynamic and inclusive culture that empowers Amazonians to deliver the best results for our customers.

A Day in the Life

As an Experienced Full Stack Applied Science Manager, your day will be filled with solving challenging problems, innovating for our customers, and collaborating with cross-functional teams to foster an innovative learning environment. You'll be guided by data and driven by a passion for delivering exceptional conversational AI experiences. Our decisions are data-driven, and we thrive on pushing the boundaries of technology to create unparalleled experiences that enable us to rapidly adapt in a dynamic environment.

Key Responsibilities

• Provide overall technical vision and strategic direction for the CET team's AI-driven customer experience transformation initiatives.

• Oversee the development of multi-modal, multi-turn dialogue systems capable of handling customer interactions at arenaflex's scale across multiple languages.
• Lead development of Customer Service specific multi-modal foundational models that power chat and voice experiences.
• Establish and enforce rigorous testing and validation protocols for AI-driven systems.
• Provide technical leadership and mentorship to the team.
• Collaborate closely with Product Managers, UX Designers, Applied Scientists, and Software Development Engineers.
• Bridge technical and business objectives to deliver exceptional conversational AI experiences.
• Stay at the forefront of AI and machine learning technologies.
• Build and nurture a high-performing team of Applied Scientists.
• Create a culture of continuous learning, technical excellence, and innovation.

Essential Qualifications

• 3+ years of scientists or machine learning engineers management experience

• Knowledge of ML, NLP, Information Retrieval, and Analytics
• Proven track record of delivering complex software systems, especially involving deep learning, machine learning, and computer vision

Preferred Qualifications

• Experience building machine learning models or developing algorithms for business application

• Experience building complex software systems, especially involving deep learning, machine learning, and computer vision, that have been successfully delivered to customers
• Strong leadership and mentorship skills
• Excellent communication and collaboration skills
• Ability to stay at the forefront of AI and machine learning technologies

Skills and Competencies

• Strong technical leadership and management skills

• Excellent communication and collaboration skills
• Ability to stay at the forefront of AI and machine learning technologies
• Strong problem-solving and analytical skills
• Experience with Agile development methodologies
• Strong understanding of software development life cycles

Career Growth Opportunities and Learning Benefits

At arenaflex, we believe in investing in our employees' growth and development. As an Experienced Full Stack Applied Science Manager, you'll have access to:

• Opportunities for career growth and advancement
• Training and development programs to enhance your skills and knowledge
• Mentorship and coaching from experienced leaders
• Collaborative and inclusive work environment
• Recognition and rewards for outstanding performance

Work Environment and Company Culture

arenaflex is committed to creating a diverse and inclusive work environment that empowers our employees to deliver exceptional results for our customers. Our culture is built on:

• Innovation and customer obsession
• Collaboration and teamwork
• Continuous learning and development
• Technical excellence and innovation
• Inclusivity and diversity

Compensation, Perks, and Benefits

arenaflex offers a comprehensive compensation package that includes:

• Competitive base salary
• Equity and sign-on payments
• Medical, dental, and vision coverage
• Maternity and parental leave options
• Paid time off (PTO)
• 401(k) plan
• Opportunities for career growth and advancement

How to Apply

If you're passionate about this role and want to make an impact on a global scale, please apply via our internal or external career site. We're an equal opportunity employer and welcome applications from diverse candidates.

About the Team

Join our team of scientists and engineers who develop and deploy Large Language Model (LLM)-based Conversational AI systems to enhance arenaflex's customer service experience and effectiveness. We work on innovative solutions that help customers solve their issues and get their questions answered efficiently, and associate-facing products that support our customer service associate workforce.

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.

Accommodations for Applicants with Disabilities

arenaflex is committed to providing a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process. If you have a disability and need an accommodation, please visit https://arenaflex.jobs/content/en/how-we-hire/accommodations for more information.

Total Compensation

arenaflex is a total compensation company. Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $165,500/year in our lowest geographic market up to $286,000/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. 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. Apply for this job