Director, Data Science, Amazon Customer Service Network Solutions
Core
Build and lead a data, analytics, and measurement science function to orchestrate Amazon's Customer Service network (human and AI channels) as a single intelligent system, focusing on demand forecasting, network planning, routing, and workforce strategy.
Role type
Director, Data Science (Strategy & Leadership)
Builds
AI-enabled planning systems, unified measurement frameworks, and data foundations for network optimization.
Domain
Customer Service Operations / Network Optimization / Measurement Science
Deliverable
production ML models | dashboards & analysis | infrastructure
Required skills
Causal inference, utility function design, operations research, data strategy, team building (0-to-1), cross-functional leadership
Preferred skills
PhD in STEM, behavioral economics, human factors, usability research, value measurement frameworks
Technologies
Causal inference tools, data architecture frameworks, measurement science platforms
Responsibilities
Lead the Network Solutions data and analytics organization from 0-to-1; develop causal inference-based frameworks for value creation; own critical signal pipelines and data governance; integrate measurement science into production planning and routing systems; partner with central data and science organizations; translate complex models into actionable insights for stakeholders; develop the long-term data and science roadmap.
Seniority
Director, strategic leadership with hands-on scientific depth