Director, Data Science, Care

Meta•Washington, DC

16d•$314,000 - $361,000

About The Position

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. We are a team of innovators and problem solvers who are passionate about using data science to drive impact and improve the lives of our customers. As part of the Care organization, we are dedicated to building out world-class support experiences that empower our customers to get the most out of our products. We are in the process of building out cutting edge solutions that rely on the latest LLM/agentic technologies to scale our solutions to billions of people, including advertisers and creators around the world. These efforts are part of the top 5 Meta priority areas.

Requirements

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

Nice To Haves

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

Responsibilities

Leadership: Lead a team of ~50 data scientists, including 1 Director, and provide mentorship, guidance, and coaching to help them achieve their goals.
Strategy Development: Develop and execute a comprehensive data science strategy that aligns with the org’s overall goals and objectives.
Business Impact: Drive customer satisfaction by identifying opportunities, designing experiments, and enabling development of AI and automation solutions.
Customer Satisfaction: Improve customer satisfaction by analyzing key drivers (e.g.: issue resolution), identifying pain points, and developing solutions that address those issues.
Operational Efficiency: Optimize operational efficiency by analyzing processes, identifying bottlenecks, and developing solutions that streamline operations.
Collaboration: 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.
Communication: Communicate complex technical concepts to non-technical stakeholders, including executives, product managers, and engineers.