Director of Data Science (Customer Support) 99 views

Overview
At Shopify, we recognize that after our people, our most important asset is our data. With over 10+ years of aggregate e-commerce data, we are driven by the potential insights that our data can provide. Our 1,000,000+ merchants depend on us to deliver insights that enable them to grow their business. The next phase of our data strategy will involve extreme growth in terms of scale and application, with the goal of making better business and product decisions.

One incredibly important area of Shopify is our Support team. Support is Shopify’s point of contact for our merchants, partners and buyers, and is here to help our merchants on their entrepreneurial journey. This is a responsibility we take incredibly seriously as we strive to help our merchants run their business as successfully as possible.

We are looking for a Director of Data Science to lead the teams that build data products and deliver insights that support our Support team. Working closely with our Support Operations and Support Technology teams, you and your teams will help solve problems by optimizing decision making for our team of individuals tasked with helping out 1M+ merchants run their businesses. This is a large domain encompassing such challenges as helping our merchants find the right support quickly to determine how best we can leverage the strength of our large support organization.

You will work closely with the Shopify Support Leadership team to help drive strong MBRs (Monthly Business Reviews), provide business insights, dashboards, and KPIs built from a rigorous data science foundation. You’ll work with other data leaders to increase data literacy throughout Shopify and become a driving voice for Support.

What we’d like to see:
Team development — Extensive experience around building Data Science teams focused on solving the right problems and having an impact. You’ll have a demonstrated track record of attracting top data/analytics talent, developing high-performance teams, and a knack for keeping top talent happy, challenged, and impactful.
Passionate about business strategy — You’ve experienced and thrived in similar customer support environments and have a knack for working with business users that are responsible for top-line growth. You are comfortable with Driving high-level strategic insights, business planning, and systems/process design
Experience working with Operational Teams — building data products and deliver insights that support large operational teams
Analytics expertise — You’ll need to be amazing at coming up with new and meaningful metrics to measure the success of Shopify Customer Support products. You’ll be equally strong at making sure the data needed to support these metrics is consistent and available.
Well-balanced skills — People have trouble pinning you down. Both business and technical teams claim you as their own. You are equal parts technical and functional (and both are exceptionally strong), and you are equally comfortable and effective at presenting to technical or business leaders.
Passionate about business strategy — You’ve experienced and thrived in similar channel-related environments and have a knack for working with business users that are responsible for top-line growth.
Experience at scale — You’ve been a leader in multiple tech companies where analytics on top of massive data sets drives product & business decisions.
Great communicator — You’re an exceptional communicator; capable of telling the story behind the data and its resulting insights to small and large audiences alike.
It’d be great if you had experience with (some of):
Cloud platforms – Google Cloud Platform (GCP), AWS
Large-scale data-platform tools
Data Storage and Access: HDFS, Presto
Data processing/integration: Kafka, Spark
Analytics Datastores: AWS Redshift, GCP BigQuery
Visualization: D3, Mode Analytics, Tableau
Programming languages: Python, Scala
SQL and debugging SQL queries
Analytical techniques
Background in machine learning including experience implementing models at scale
Experimentation: A/B test design and analysis, quasi-experiments
Attribution-modeling
NLP
Forecasting
Salesforce
Zendesk
Posting will be closed August 19th, 2020. Candidates will be contacted within two weeks (+/-).

At Shopify, we are committed to building and fostering an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity and inclusion enables us to truly make commerce better for everyone. We strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities.

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