Senior Data Scientist – Advanced Analytics (Customer Service)

About the role

Amazon Customer Service is looking for a senior data scientist to lead the scientific direction of the Data Analytics Support Hub (DASH) Advanced Analytics team. You will define the strategy that moves the organization from descriptive to diagnostic and predictive analytics across a global, cross‑vertical scope.

Key responsibilities

• Set the scientific direction for the Advanced Analytics branch and its flagship initiatives.
• Design and own measurement frameworks for pioneering KPIs where no prior art exists (e.g., QoS, FIR, outlier behavior).
• Develop the multi‑contact journey science framework, threading interactions and attributing root causes across touchpoints.
• Select and justify appropriate methods (statistical, causal, ML, LLM, hybrid) for each problem.
• Drive evaluation excellence, including ground‑truth construction, precision/recall, drift, calibration, bias, safety, and cost analysis.
• Represent DASH in senior leadership reviews, partner‑team design sessions, and Amazon data‑science community forums.
• Partner with data engineers to productionize models and ensure security, legal, and risk compliance.
• Mentor team members, assess promotions, and contribute to hiring for DS II and DS III roles.

Required profile

• PhD in computer science, machine learning, engineering, or a related field, or equivalent professional experience.
• Proven experience as a data scientist working on complex diagnostic and predictive analytics.
• Demonstrated ability to create and own measurement frameworks for new KPIs.
• Experience influencing senior stakeholders and building consensus on scientific decisions.

Required skills

• SQL
• Python
• R
• SAS or Matlab
• Statistical modeling (e.g., multinomial logistic regression)
• Machine learning and causal inference techniques
• Large language model (LLM) applications
• Data‑engineering collaboration for productionization