Machine Learning Manager, Operations
Core
Leading machine learning and optimization systems for workforce management to ensure efficient customer support supply and demand matching.
Role type
Senior Machine Learning Manager (Operations)
Builds
Production ML systems for demand forecasting, real-time supply/demand matching, problem routing, escalation, and time-to-completion prediction.
Domain
Financial services / Workforce Management / Operations Research
Deliverable
production ML models
Required skills
Machine Learning, statistics, forecasting, optimization, operations research, production system ownership, team leadership, technical strategy, problem framing, validation design
Preferred skills
People management experience, coaching, translating ambiguous operational problems into ML solutions, quantitative thinking
Technologies
(Not explicitly listed)
Responsibilities
Shape ML strategy for Workforce Management; lead design, build, and delivery of production ML systems; stay close to technical details and review trade-offs; work with cross-functional leaders to solve operational problems; coach and develop Machine Learning Scientists; create healthy team working practices; contribute to scaling ML discipline.
Seniority
Senior, hands-on IC transitioning to leadership
