Applied Science Manager - Customer Care Technology (all genders)

28 Jul 2022
31 Oct 2022
As an Applied Science Manager in the Customer Care Technology Engineering Team, you will lead a team of exceptional software engineers and applied scientists to predict and minimize customer care contact. You will drive customer-care engineering business-unit-wide research efforts, and own end-to-end responsibility to define, measure, analyze and improve algorithmic models having a direct impact on customer satisfaction scores. We are looking for a leader with strong technical experience and demonstrated passion for people leadership in a fast-paced engineering and research-driven environment.

You will be a key part of the Engineering team within Customer Care Technology, who are responsible for building and maintaining the software used throughout Zalando's Customer Care. Our focus is on improving the customer experience through automation, predictions, and better service for both our external and internal customers.
At Zalando, our vision is to be the Starting Point for Fashion - one that is inclusive by design. We only assess candidates based on qualifications, merit, and business needs. We welcome applications from people of all gender identities, sexual orientations, personal expressions, racial identities, ethnicities, religious beliefs, and disability statuses. We only want to know why you're great for this role, so please avoid including your picture, age, and marital status in your CV as well.

We want to provide you with a great candidate experience. Please feel free to inform us of any accommodations you may need, so we can best support and assist you throughout the hiring process.

do.BETTER - our diversity & inclusion strategy:
Our employee resource groups:
  • People Management: Recruit, empower and mentor Applied Scientists and Data Engineers, reviewing and guiding their work, creating conditions for high-quality deliveries and career growth.
  • Project Management: Develop and prioritize roadmaps for the team, with a focus on impact and results. You work on the right things and get them done. Prototype and test many possible hypotheses using the available data.
  • Raise the Bar: Engage the team into rigor and iterative improvements in Applied Science and Software Engineering.
  • Cross-functional Collaboration: Mentor for close collaboration between product managers and data scientists/engineers in your team.
  • Hands-on Applied Science manager, with at least 5+ years of industry experience in Machine Learning/Data Science/Deep Learning
  • Experience (2+ years) in people and project leadership under uncertainty and ambiguity
  • Experience in successfully designing and leading development of large scale machine learning applications leveraging ML frameworks and tools such as Apache Spark, PyTorch, HuggingFace Transformers, Flair, AirFlow, Google Tensorflow and AWS SageMaker.
  • Proven track record in developing solutions from initial idea to production
  • Ability and motivation to roll up the sleeves and dive deep to help the team when needed
  • Business understanding and ability to identify, evaluate and convey the engineering and technology choices and trade-offs to technical, non-technical audiences
  • Ability to speak and write succinctly and clearly
Career Development
  • We offer peer-to-peer performance reviews twice a year
  • Learn and develop through our extensive Zalando training platform
  • Join regular all-hands, team meetings, Q&A-sessions, and quarterly anonymous employee surveys to ask your questions and provide your feedback
  • Support from an international team of experts; mentoring and professional development opportunities

  • 2 days paid leave per year for volunteering
  • Minimum of 27 holiday days per calendar year
  • Online sports courses, wellbeing, and nutrition advice offered by Humanoo personal wellbeing coach app
  • Mental wellbeing support by our Employee Assistance Program and professional consultants to help you find health resources

  • Flexible working hours
  • Relocation assistance for internationals
  • If you work from an office in your role, a choice of office equipment to be delivered to you, to support you working from home due to COVID-19 safety

  • Access to the employee shares program
  • 40% shopping discount on products shipped and sold by Zalando, and 30% discount on Zalando Lounge
  • Discounts from a wide range of external partners

  • Employee parents' forums and employee resource group
  • Supported transition into and out of parental leave, with a buddy and re-onboarding plan
  • 3 fully-paid child sick days per year
  • Free counselling, assistance, and referral service for all matters concerning yourself and your family via the F├╝rstenberg Institute
It's the perfect time to join Zalando on our journey, from being a pioneer in the world of e-commerce, to the Starting Point for fashion in Europe. We connect customers, brands, and partners across 23 markets.

Help us drive digital and sustainable solutions for fashion, logistics, advertising and research, bringing head-to-toe fashion to almost 49 million active customers through a team of diverse skill-sets, cultural backgrounds, and interests.

Our values:

do.More - our sustainability strategy:

Follow us on Instagram:
Customer Care Technology is the foundation upon which Zalando's Customer Care rests. We have dedicated teams for engineering, product, business development, analytics, system administration and process management. We work closely with the contact center, and with stakeholders across the business (for example, logistics and payments teams) to ensure we are able to provide the best possible experience for customers when they experience friction on their Zalando journey. Come join one of the happiest teams in Zalando (as measured by our quarterly employee engagement surveys)!

Please note that all applications must be completed using the online form - we do not accept applications via email.


#appliedsciencemanager #machinelearning #software #ML

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