Senior Data Scientist

Summary

Join Gladly's AI & Research team as a Data Scientist and collaborate with various teams to deeply understand the business, customers, and their challenges. You will work closely with product leadership to influence the product roadmap, design and perform analyses to uncover improvement opportunities, and develop algorithms to enhance customer service automation. Leverage your expertise to provide guidance and mentorship to other teams and data scientists. Success in this role requires a strong track record in data science product development, excellent SQL and Python skills, and a customer-centric approach. Gladly offers competitive salaries, stock options, comprehensive benefits, generous paid time off, parental leave, and a fully remote work environment.

Requirements

• 5+ years of experience working with data to solve problems and make decisions, especially as a data scientist or product analyst
• A strong track record of designing, prototyping, scaling and launching data science products to solve business problems
• Excellent SQL and python skills for data manipulation, exploration and visualization, especially in Jupyter notebooks
• A strong understanding of ML algorithms
• Excellent communication skills; you excel at turning data into compelling and actionable insights and have a proven track record for driving change in a product organization
• Customer-centricity and product focus. You look at everything you create through the lens of how it improves experience for the end-user. You are comfortable communicating how various approaches might impact the product behavior (and vice versa)
• Learning mentality. You aren't intimidated by new domains or technology; you're willing to dive into documentation/videos, talk to your teammates, and experiment to become well-versed
• Experience working with cross-functional teams including but not limited to Engineering, Design and Product

Responsibilities

• Collaborate with various Gladly teams and stakeholders to build a deep understanding of our business, our customers and the problems they face
• Work closely with our product leadership to influence product roadmap and strategy, driving collaborative discussions based on quantitative insights
• Design and perform analyses or experiments to deepen our understanding of customers, uncover product improvement opportunities, provide actionable recommendations, and drive product decisions
• Develop novel algorithms to improve customer service automation and Hero efficiency, working on problems from conception through design, prototyping and shipping production features
• Provide guidance to other teams about the best practices for gaining insight into product behavior and experimentation to improve product effectiveness
• Provide mentorship to other data scientists through code and research reviews, documentation, technical guidance and pairing

Preferred Qualifications

• Being eager to learn Gladly’s business domain and customer problems, and applying this knowledge to building innovative products
• Self-organizing and prioritizing your work based on the impact to the customer and business
• Effectively balancing task-based and exploratory work
• Being comfortable diving into the data and tracing through product code to understand data origins
• Showing ownership and pride in your work by promoting the best practices of building data products within Gladly, educating other teams on their use and providing ongoing maintenance and support

Benefits

• Competitive salaries, stock options, and comprehensive benefits
• Generous paid time off, parental leave, and home office stipends
• A fully remote work environment with opportunities for in-person team gatherings
• A strong commitment to professional growth and an inclusive workplace where diverse perspectives thrive