At arenaflex, we're revolutionizing the way people consume entertainment. With over 283 million paid memberships in over 190 countries, we're constantly pushing the boundaries of innovation and excellence. Our Customer Service organization is at the forefront of delivering top-notch experiences that align with arenaflex's business strategy and operational excellence. As a key member of this team, you'll play a pivotal role in shaping the future of customer service through data-driven insights and metrics.
**Job Summary:**
We're seeking an experienced Full Stack Data Scientist to join our Customer Service team at arenaflex. As a seasoned professional, you'll lead the evolution of CS metrics, identify key performance indicators, and drive data-driven decision-making culture. You'll partner with executives, Product Managers, Data Engineers, Analytics Engineers, and Finance to further a statistically rigorous, data-driven decision-making culture in CS. If you're passionate about data science, customer service, and driving business growth, we want to hear from you.
**Key Responsibilities:**
* Lead the evolution of CS metrics, identifying "north star" metrics and the ways CS teams can drive them
* Think critically about business problems and deploy the appropriate measurement technique
* Partner with executives, Product Managers, Data Engineers, Analytics Engineers, and Finance to further a statistically rigorous, data-driven decision-making culture in CS
* Identify opportunity areas for experimentation and research
* Expand the use of CS metrics across arenaflex, where they hold insights for Product, Engineering, and Data Science
* Develop and maintain complex data models, algorithms, and statistical techniques to drive business insights
* Communicate technical concepts and convey clear recommendations to a variety of audiences (Engineering, Product, senior leadership)
* Collaborate with cross-functional teams to design and implement data-driven solutions
* Stay up-to-date with industry trends, best practices, and emerging technologies in data science and customer service
**Essential Qualifications:**
* Advanced degree in Statistics, Mathematics, Physics, Economics, or a related quantitative field
* Strong statistical knowledge and intuition, and applied experience developing business-centric metrics frameworks
* Strong SQL skills and programming experience (Python preferred)
* Ability to effectively communicate technical concepts and convey clear recommendations to a variety of audiences (Engineering, Product, senior leadership)
* Experience with a wide range of measurement and prediction techniques (correlation analysis, observational causal inference, forecasting, quasi experimentation)
* Comfort working with complex data; ability to thrive with minimal oversight and process
**Preferred Qualifications:**
* Prior experience with Customer Service is not required, but a desire to learn and become an expert is a must
* Experience with data visualization tools (e.g., Tableau, Power BI) and data storytelling
* Familiarity with cloud-based data platforms (e.g., AWS, GCP) and big data technologies (e.g., Hadoop, Spark)
* Strong understanding of machine learning algorithms and their applications in customer service
* Experience with agile development methodologies and version control systems (e.g., Git)
**Skills and Competencies:**
* Strong analytical and problem-solving skills
* Excellent communication and interpersonal skills
* Ability to work in a fast-paced, dynamic environment
* Strong attention to detail and organizational skills
* Ability to prioritize tasks and manage multiple projects simultaneously
* Strong technical skills in data science, statistics, and programming
* Ability to learn and adapt quickly to new technologies and tools
**Career Growth Opportunities and Learning Benefits:**
* arenaflex offers a comprehensive learning and development program, including training, mentorship, and career growth opportunities
* Collaborate with cross-functional teams to drive business growth and innovation
* Participate in hackathons, ideathons, and other innovation initiatives to develop new ideas and solutions
* Access to cutting-edge technologies and tools to stay ahead of the curve in data science and customer service
* Opportunities to work on high-impact projects and contribute to arenaflex's mission to entertain the world
**Work Environment and Company Culture:**
* arenaflex is a remote-first company, with a flexible work environment that allows you to work from anywhere
* Collaborative and inclusive culture that values diversity, equity, and inclusion
* Opportunities to work with a talented and passionate team of professionals from diverse backgrounds and industries
* arenaflex is committed to creating a safe and respectful work environment for all employees
**Compensation, Perks, and Benefits:**
* arenaflex offers a competitive compensation package, including an annual salary and stock options
* Comprehensive benefits, including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits
* Paid leave of absence programs, including vacation, holidays, and sick paid time off
* Flexible time off and work-life balance
* Access to arenaflex's Employee Assistance Program (EAP) for mental health support and resources
**How to Apply:**
If you're passionate about data science, customer service, and driving business growth, we want to hear from you. Please submit your application, including your resume and a cover letter, through our website. arenaflex is an equal-opportunity employer and celebrates diversity, recognizing that diversity builds stronger teams. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.
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