Manager, Software Engineering, AI for Customer Support


London, England, United Kingdom


Oct 19

This job is no longer accepting applications.

Facebook AI is seeking a Software Engineering Manager to join our AI for Customer Support organization who is passionate about advancing state-of-the-art AI to provide a world-class client experience across Facebook's family of apps. The role will be responsible for building and growing a team of researchers and software engineers who will work on areas spanning Natural Language Processing and Understanding, Machine Translation, Information Retrieval, Knowledge Management. Advances in AI are key to providing supportive client experiences that are available to all Facebook users and effective at preventing and resolving their issues.Manager, Software Engineering, AI for Customer Support Responsibilities

  • Manage a team of research scientists and software engineers, providing career guidance, regular feedback and tracking performance.
  • Build long-term vision and strategy for the future of AI technologies for building supportive, effective, and broadly available customer support experiences on Facebook.
  • Build a plan for applied research and engineering in the necessary technologies including natural language understanding, machine translation, information retrieval, and knowledge management.
  • Build and deploy core technologies that prove useful in customer Support but can be broadly applied to other areas well.
  • Work with cross functional teams to achieve impactful outcomes. This includes product managers, data scientists, and product partner teams.

Minimum Qualifications

  • Research and/or work experience in machine learning.
  • Experience building broadly-adopted tools/platforms for developers

Preferred Qualifications

  • Experience growing and scaling an applied research organization.
  • Experience in areas like natural language processing, machine translation, conversational AI, and knowledge management

About the Facebook company

Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities — we're just getting started.

Facebook is committed to providing reasonable support (called accommodations) in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions or who are neurodivergent, and to candidates with sincerely held religious beliefs or requiring pregnancy related support. If you need support, please reach out to

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Our mission is to give people the power to build community and bring the world closer together.