<h2>Job Description</h2>Zendesk’s 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 were passionate about empowering our customers.We are looking for an experienced Machine Learning Engineering Manager to lead the ML knowledge team. The team’s 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 overseeing a cross-functional team that is responsible for end-to-end delivery of machine learning-powered features. You will leverage your machine learning expertise to steer the team, while ensuring adherence to top-tier engineering practices. You ensure that ML models are deployed reliably at scale, suitable cost, and with measurable quality. Youll work with different partners (Engineering, Product, Architects and Tech Leads) to ensure your teams roadmap is aligned with company strategy and the team is shipping architecturally sound software at a regular cadence.<h3>What you get to do every day</h3><ul><li>Lead a team of experienced Machine Learning Engineers and Scientists, offering direction and assistance at every stage of the lifecycle of an ML project.</li><li>Collaborate with existing ML/AI leadership to continually improve software delivery and service reliability.</li><li>Lead the recruitment of new team members and facilitate a speedy, engaged interview process.</li><li>Have quality 1:1s with your team members.</li><li>Create a diverse and inclusive working environment where people can thrive.</li></ul><h3></h3><h3>What you bring to the role</h3><ul><li>Experience managing people across one or more teams, ideally working with large, distributed Internet-facing systems.</li><li>Proven expertise in managing the delivery of machine learning projects to production.</li><li>Expertise in NLP or Information Retrieval is a big plus.</li><li>Great communication skills, both written and verbal.</li><li>Refined prioritization skills, you are able to focus your time and energy where it’ll have the most impact.</li><li>A dedication to continual self-development.</li><li>Collaborative, upbeat work ethic where you can take ownership and have fun.</li></ul><h3></h3><h3>What our tech stack looks like</h3><ul><li>Our code is written in Python, Ruby, Scala, and Java.</li><li>Our servers live in AWS.</li><li>Our machine learning models rely on PyTorch and Tensorflow.</li><li>Our ML pipelines use AWS Batch and EMR.</li><li>Our data is stored in S3, RDS MySQL, Redis, ElasticSearch, and Aurora.</li><li>Our services are deployed to Kubernetes using Docker, and use Kafka for stream-processing.</li></ul><h3></h3><h3>What we offer</h3><ul><li>Full ownership of the projects you work on.</li><li>What you will be doing will have a huge impact.</li><li>Team of passionate people who love what they do.</li><li>Interesting projects, ability to implement your own ideas and improvements.</li><li>Opportunity to learn and grow.</li></ul><h3></h3><h3>...and everything you need to be effective and maintain work-life balance</h3><ul><li>Flexible working hours.</li><li>Professional development funds.</li><li>Comfortable office and a remote setup.</li><li>Choice of your laptop and other equipment.</li><li>Premium Medical Insurance as well as Private Life Assurance.</li></ul>#LI-AO1Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.The intelligent heart of customer experienceZendesk 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.<a href="http://www.zendesk.com/company/careers/?utm_source=other&amp;utm_medium=organic&amp;utm_campaign=job-description_Global_2025Q3" target="_blank">Zendesk</a> believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster <a href="http://www.zendesk.com/diversity-inclusion/" target="_blank">global diversity, equity, &amp; inclusion</a> 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 <a href="https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf" target="_blank">click here</a>. 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 <a href="mailto:peopleandplaces@zendesk.com" target="_blank">peopleandplaces@zendesk.com</a> with your specific accommodation request.

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