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Director, Data Science, Care

United States, Menlo Park 314000.00 - 361000.00 USD / Year · Job Posted February 02, 2026
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Job Description

We are seeking an experienced and visionary Senior Director of Data Science to lead our Care Data Science team. In this role, you will be responsible for developing and executing a comprehensive data science strategy that drives customer satisfaction, optimizes operational efficiency, and will help retain millions of users and billions in revenue. You will work closely with cross-functional teams to identify opportunities, design experiments, and help develop AI and automation solutions. You will partner with cross-functional teams on building out cutting edge agentic capabilities to scale customer support. The team is split between EMEA and NORAM, with a larger presence in EMEA. We are looking for a NORAM-based leader to help us navigate partnerships with primarily US-based partner teams (Monetization, Facebook, Instagram, AI Automation and Solutions) and executive presentations to the COO and CEO.

Job Responsibility

  • Lead a team of ~50 data scientists, including 1 Director, and provide mentorship, guidance, and coaching to help them achieve their goals
  • Develop and execute a comprehensive data science strategy that aligns with the org’s overall goals and objectives
  • Drive customer satisfaction by identifying opportunities, designing experiments, and enabling development of AI and automation solutions
  • Improve customer satisfaction by analyzing key drivers (e.g.: issue resolution), identifying pain points, and developing solutions that address those issues
  • Optimize operational efficiency by analyzing processes, identifying bottlenecks, and developing solutions that streamline operations
  • Work closely with cross-functional teams, including product management, engineering, and operations, to ensure alignment and effective execution
  • Collaboration with partner organizations, such as Monetization, Facebook, Instagram, AI Automation and Solutions
  • Communicate complex technical concepts to non-technical stakeholders, including executives, product managers, and engineers

Requirements

  • PhD or Master's degree in Computer Science, Statistics, Mathematics, or related field
  • 15+ years of experience in data science, with at least 10 years in a leadership role
  • Directing programming work (Python, R, or SQL) and statistical analysis
  • Experience with machine learning frameworks
  • Strong understanding of business principles and practices, including finance, marketing, and operations
  • Excellent communication and presentation skills, with the ability to communicate complex technical concepts to non-technical stakeholders
  • Proven track record of building and leading high-performing teams and developing talent

Nice to have

Experience in the technology industry, particularly in the areas of customer support or care

What we offer

  • bonus
  • equity
  • benefits

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