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Senior ML Science Manager

Location
Dublin, Ireland
Compensation
Not disclosed
Level
senior
Type
full time · Remote OK

Requirements

Experience
5+ years
Education
Master's degree

Benefits

Health Insurance 401k Match Equity/Stock Options Parental Leave Flexible Paid Time Off

Joblaze summary

In this role, the Senior ML Science Manager at Intercom oversees a team of over ten machine learning scientists, focusing on delivering impactful AI products quickly. The position requires a strong background in machine learning, AI, and coding, along with leadership experience in managing high-performing teams. Ideal candidates will have a proven track record in ML and the ability to thrive in a fast-paced, collaborative environment. The team is known for its rapid prototyping and commitment to measuring customer impact, reflecting the company's innovative culture.

Joblaze insights

Quick facts

Is the Senior ML Science Manager role remote?
It's hybrid — Intercom expects some on-site time in Dublin, Ireland.
How much experience is required?
At least 5 years of relevant experience for this Senior ML Science Manager role.
Where is the role based?
Intercom is hiring for this position in Dublin, Ireland.
What's the tech stack?
Joblaze extracted these technologies from the posting: NLP, clustering, AI/ML, Bayesian methods, reinforcement learning, Deep Learning.
What seniority level is this role?
Intercom targets senior candidates for this position.
Is this full-time or contract?
Full-time for this Senior ML Science Manager role at Intercom.

From the original posting

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.

Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams.

Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers.

What's the opportunity?

Fin's AI Group is responsible for defining new ML products, researching appropriate algorithms and technologies, and rapidly getting first prototypes in our customers’ hands.

We are extremely product-focussed. Our team of 50+ ML scientists, ML engineers, designers and researchers works in partnership with other teams across the whole company. We move to production fast, often shipping to beta in weeks after a successful offline test.

We are very passionate about applying machine learning technology, and have productized everything from classic supervised models, to cutting-edge unsupervised clustering algorithms, novel applications of transformer neural networks and fine-tuned LLMs. We test and measure the real customer impact of everything we deploy.

We plan to double in size, and are on the lookout for an experienced manager to manage a team of highly-performing ML scientists. Engineering managers in Fin are not just people managers: they also have a track record of IC contributions, and can stay close to the work of their team. We won’t ask you to write code every day, but you should feel comfortable giving technical advice to your team and having a good deep grasp of what it should (or shouldn’t!) work on (and maybe even do an occasional code review or a PR).

What will I be doing?

  • Managing, mentoring and coaching a team of 10+ ML scientists, spread across our three offices in Dublin, London and Berlin.
  • Collaborating with ML, engineering, product, and design leaders to shape work of the team and the impact it has on our products.
  • Enabling your team to achieve high levels of productivity, performance and reliability.
  • Expanding the team and promoting its brand both internally and externally (recruitment, event planning, etc.).

What skills might I need?

  • Experience leading, developing and supporting ML teams that deliver impact quickly.
  • A 5+ year track record of your own individual contributions in ML, AI, NLP, or data-related field.
  • Excellent applied ML and coding skills.
  • The ability to thrive in an ambiguous environment with a high degree of autonomy.
  • Strong communication skills, both within technical teams and across disciplines.
  • MSc or PhD in an ML-related field, or similar knowledge.

Bonus skills & attributes

  • Track record shipping ML user-facing products.
  • Experience in a research environment.
  • Deep experience in an applicable ML area - e.g. NLP, Deep learning, Bayesian methods, Reinforcement learning, clustering.
  • Data skills: visualization, SQL etc.
  • Deep knowledge of software engineering practices.
  • Experience in recruiting ML scientists in a capacity similar to a hiring manager.

Benefits

We are a well treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us!

  • Competitive salary and equity in a fast-growing start-up.
  • We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen.
  • Regular compensation reviews - we reward great work!
  • Pension scheme & match up to 4%.
  • Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents.
  • Flexible paid time off policy.
  • Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones.
  • If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too.
  • MacBooks are our standard, but we also offer Windows for certain roles when needed.

Policies

Fin has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

We have a radically open and accepting culture at Fin. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.

Fin values diversity and is committed to a policy of Equal Employment Opportunity. Fin will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.

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