ML Engineering Manager

Zendeskâs people have one goal in mind: to make Customer Experience better. Our products help more than 125,000 global brands (AirBnb, Uber, JetBrains, Slack, among others) make their billions of customers happy, every day.

Our 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. We use the latest trends in Machine Learning and AI algorithms to help us on that mission, and we're passionate about empowering our customers.

We are looking for an experienced Machine Learning Engineering Manager to lead the ML knowledge team. The teamâs mission is both enabling knowledge creation through generative AI, as well as making the generated knowledge discoverable through information retrieval systems.

As an ML Engineering Manager you are leading all aspects of a cross-functional team that is responsible for end-to-end delivery of machine learning-powered features. You will demonstrate your machine learning expertise to steer the team, while ensuring alignment to credible engineering practices. You ensure that ML models are deployed efficiently at scale, suitable cost, and with measurable quality. 

You'll work with different partners (Engineering, Product, Architects and Tech Leads) to ensure your team's roadmap is aligned with company strategy and the team is shipping architecturally sound software at a regular cadence.

What you get to do every day

• Lead a team of experienced Machine Learning Engineers and Scientists, offering direction and assistance at every stage of the lifecycle of an ML project.
• Collaborate with existing ML/AI leadership to continually improve software delivery and service reliability.
• Lead the recruitment of new team members and facilitate a speedy, engaged interview process.
• Have quality 1:1s with your team members.
• Create a diverse and inclusive working environment where people can thrive.

What you bring to the role

• Experience managing people across one or more teams, ideally working with large, distributed Internet-facing systems.
• Proven expertise in leading the delivery of machine learning projects to production.
• Expertise in NLP or Information Retrieval is a big plus.
• Phenomenal communication skills, both written and verbal.
• Refined prioritization skills, you are able to focus your time and energy where itâll have the most impact.
• A dedication to continual self-development.
• Collaborative, upbeat work ethic where you can take ownership and have fun.

What our tech stack looks like

• Our code is written in Python, Ruby, Scala, and Java.
• Our servers live in AWS.
• Our machine learning models rely on PyTorch and Tensorflow.
• Our ML pipelines use AWS Batch and EMR.
• Our data is stored in S3, RDS MySQL, Redis, ElasticSearch, and Aurora.
• Our services are deployed to Kubernetes using Docker, and use Kafka for stream-processing.

What we offer

• Full ownership of the projects you work on.
• What you will be doing will have a huge impact.
• Team of passionate people who love what they do.
• Exciting projects, ability to implement your own ideas and improvements.
• Opportunity to learn and grow.

...and everything you need to be effective and maintain work-life balance

• Flexible working hours.
• Professional development funds.
• Comfortable office and a remote setup.
• Choice of your laptop and other equipment.
• Premium Medical Insurance as well as Private Life Assurance.

The intelligent heart of customer experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiencesâand we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

Zendesk is an equal opportunity employer, and weâre proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.

Zendesk crée des logiciels pour de meilleures relations avec les clients. Nous donnons aux organisations le pouvoir d'améliorer l'engagement envers leurs clients et de mieux les comprendre. Les produits de Zendesk sont faciles à utiliser et à implémenter. Ils donnent à nos clients la souplesse d'agir rapidement, la possibilité de se concentrer sur l'innovation et de suivre la croissance de l'entreprise.

Plus de 150 000 clients payants utilisent les produits Zendesk dans plus de 150 pays et territoires. Situé à San Francisco, Zendesk est actif aux Ãtats-Unis, en Europe, en Asie, en Australie, et en Amérique du Sud.

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