Data Science Manager
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The role
Lead and grow a high-performing data science team focused on customer service excellence, including data scientists and data engineers.
Partner with CX leadership, Product, and Engineering to identify and reduce friction across the customer lifecycle.
Own business metrics for customer support optimization and design real-time logging and prediction systems that enable proactive interventions.
Build standardized experimentation and optimization processes, integrating with platforms to measure self-service, automation, and human resolution strategies.
Deliver actionable root-cause analyses with cost breakdowns, guiding prioritization and cross-functional decisions.
Scale analytics capabilities across the organization by building reusable tooling, anomaly detection, and governance for data-driven CX improvements.
Partner with CX leadership, Product, and Engineering to identify and reduce friction across the customer lifecycle.
Own business metrics for customer support optimization and design real-time logging and prediction systems that enable proactive interventions.
Build standardized experimentation and optimization processes, integrating with platforms to measure self-service, automation, and human resolution strategies.
Deliver actionable root-cause analyses with cost breakdowns, guiding prioritization and cross-functional decisions.
Scale analytics capabilities across the organization by building reusable tooling, anomaly detection, and governance for data-driven CX improvements.
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