Experienced Full Stack Data Scientist – Algorithms, Operations Research/Customer Support at arenaflex

At arenaflex, we're on a mission to create a world where anyone can belong anywhere. Our Customer Support (CS) team is dedicated to building the world's most loyal travel community through exceptional service. As a Staff Data Scientist working on Algorithms in CS, you'll have the opportunity to collaborate with a strong team of engineers, product managers, designers, and operation agents to build scalable and robust systems that match our services to specific customer needs.

The Community You Will Join

arenaflex is a mission-driven company that's grown from humble beginnings to become a global leader in the travel industry. With over 5 million hosts and 2 billion guest arrivals, we're proud of the impact we've made on the way people connect with communities around the world. Our CS team is at the heart of this mission, working tirelessly to ensure that our customers receive exceptional service whenever and however they need it.

The Difference You Will Make

As a Staff Data Scientist on our CS team, you'll have the opportunity to make a meaningful impact by designing interventions for some of our most critical challenges. You'll work closely with cross-functional partners to build scalable scientific solutions that drive business results. Some of the key areas you'll focus on include:

• Creating models to identify segments of users with unique CS needs and develop matching algorithms to pair those users with the right CS path
• Determining allocation strategies for Make Goods budget to maximize business impact
• Estimating the long-term impact of changing the CS experience for specific user groups
• Providing strategic insights around tradeoffs between CS quality and cost to empower us to offer the best possible CS experience to our customers
• Optimizing CS routing engines with new algorithms and simulations to validate them
• Building a deep understanding of our individual agents' abilities to improve CS quality

A Typical Day

As a Staff Data Scientist on our CS team, you'll have the opportunity to work on a wide range of projects that drive business results. Here's a glimpse into what a typical day might look like:

• Lead DS efforts building segmentation features for CS, including data exploration, optimization, and model prototyping
• Collaborate with cross-functional partners to refine requirements for segmentation models, drive scientific decisions, and quantify impact
• Develop simulations to validate the impact of potential product and operational changes to the business
• Design and utilize new experiment frameworks to measure the effectiveness of feature launches, even when A/B tests are infeasible
• Regularly present work internally at monthly meetings to technical, engineering, and product stakeholders to iterate and generate excitement on roadmap progress
• Bring new ideas to the team that can improve the operational efficiency of customer support at arenaflex

Your Expertise

To succeed in this role, you'll need to bring a strong combination of technical expertise and business acumen. Here are some of the key qualifications we're looking for:

• 9+ years of relevant industry experience (e.g., data scientist, tech lead, junior faculty) and a Master's degree or PhD in relevant fields
• Strong fluency in Python, SQL, and statistical programming such as R
• Familiarity with causal inference and experimentation and a desire to continue to learn
• Proven ability to communicate clearly and effectively to audiences of varying technical levels
• Proven mix of strong intellectual curiosity with high-level pragmatism and engagement with the technical community

Preferred Expertise

While not required, we're particularly interested in candidates with experience in operational research, such as queuing theory or resource allocation models, as well as experience in developing simulations of complex systems.

Your Location

This position is US-Remote Eligible, which means you'll have the flexibility to work from anywhere in the US. However, you must live in a state where arenaflex has a registered entity. Please check our website for the up-to-date list of excluded states.

Our Commitment To Inclusion & Belonging

At arenaflex, we're committed to working with the broadest talent pool possible. We believe that diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services, and solutions. All qualified individuals are encouraged to apply.

How We'll Take Care of You

We offer a competitive salary range of $194,000-$240,000 USD, as well as bonus, equity, benefits, and Employee Travel Credits. Our job titles may span more than one career level, and the actual base pay is dependent upon many factors, such as training, transferable skills, work experience, business needs, and market demands. If you're passionate about using data science to drive business results and make a meaningful impact on our customers, we'd love to hear from you. Apply now to join our team at arenaflex!

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