Manager - Machine Learning

Manager - Machine Learning 

Observe.AI, a leader in Contact Center AI, transforms customer experiences and improves agent performance by helping top brands analyze 100% of customer interactions, extract actionable interaction and sentiment insights and streamline workflows. With Observe.AI, businesses transcribe every interaction with high accuracy and coach agents while gaining full visibility into their customer service operations. Observe.AI brings the power of agent assistance, automatic speech recognition, and Natural Language Processing (NLP) to modern contact centers and their frontline teams. 

Founded by Swapnil Jain, Akash Singh, and Sharath Keshava Narayana in 2017, Observe.AI is led with action and innovation, a people-first mindset, and a culture of transparency. Observe.AI is trusted by more than 150 customers and partners, including Root Insurance, Alcon Laboratories, TripAdvisor, and Pearson. Backed by Menlo Ventures, Next47, NGP Capital, Scale Ventures, Nexus Ventures, and Y-Combinator, Observe.AI’s headquarters is in San Francisco with an office in Bangalore, India. 

The Opportunity

ML Managers have not only the technical expertise to take on and provide technical leadership to major projects, but also manage a team of engineers. As an ML manager you manage your project goals, contribute to product strategy and help develop your team. SWE teams work all across the company, in areas such as data engineering, reporting and analytics, infra and devops, AI, distributed computing, large-scale system design, security, user interface design; the list goes on and is growing every day. Operating with scale and speed, our exceptional software engineers are just getting started -- and as a manager, you guide the way.

What you’ll do day to day as a Manager - Machine learning

We are looking for an ambitious and experienced technologist to lead our team in design and development efforts around large-scale data systems. You will be required to wear multiple hats and improve overall tactical and strategic technology decisions.

The successful candidate will be an independent thinker, able to see opportunities for the application of novel methodologies to improve the time to insight for software engineering problems, particularly those with business relevance..

Key Responsibilities

• Set and communicate team priorities that support the broader organization's goals and timelines. 
• Align strategy, processes, and decision-making across teams.
• Develop the mid-term technical vision and roadmap within the scope of your (often multiple) team(s). 
• Evolve the roadmap to meet anticipated future requirements and infrastructure needs.
• Design, guide and vet systems designs within the scope of the broader area, and write product or system development code to solve ambiguous problems.
• Educate yourself and the team about the practices in building and operating an enterprise-grade software.
• Set clear expectations with individuals based on their level and role and aligned to the broader organization's goals. 
• Meet regularly with individuals to discuss performance and development and provide feedback and coaching.
• Actively participate in building the technical brand for Observe.AI and raise the bar for hiring.

What you’ll bring to the role

• Strong breadth in understanding of ML/NLP technologies from classical ML modeling to LLMs/Generative AI, and excellent in-depth understanding of a few of them.
• Extensive experience leading teams of ML/NLP Engineers & Research Scientists in developing SaaS product capabilities using the state-of-the-art ML/NLP technologies.
• Proven ability to take technology from ideation to development and large-scale production deployment.
• Ability to lead initiatives with a team independently with limited guidance.
• Strong stakeholder management skills, with experience working with Product Managers, Customer Success teams and external vendors
• Experience in handling customer issues and providing practical solutions in a timely manner.
• Ability to quickly build a lot of depth in a few business problems and associated technical solutions, and develop a technical strong team.
• Ability to handle ambiguity and chaos of a very fast-paced start-up environment.
• Experience in language expansion for conversational AI is a plus
• 3+ years of recent experience in leading teams, and people management
• 8+ years of overall experience in building technology.
• Outgoing personality who can work closely with other key stakeholders in the company.
• Nurture a young team of engineers and care about their learning and development.
• Lead the team by setting a great example.