Senior Data Science Manager, Customer Support

Job post summary
Location Americas
Team Data Science & Engineering

About the role

We are looking for a Senior Data Science Manager to be part of and lead a team of Data Scientists that partners with our Customer Support Delivery, Service Design & Support Technology teams. The Customer Support Org is the largest organization within Shopify and deeply cares about merchant success through impactful self help & live help interactions with our customers. Access to Shopify’s Support is cited as one of the major reasons for merchants to choose and stay with Shopify as they scale their businesses. The Support org is there to help our merchants from early in their entrepreneurial journey right from helping choose the right plan to all the way as they scale and provide sophisticated business coaching sessions. Support Data Science is a key enabler here and our Mission is to use data to enable all Merchants to have highly relevant, highly satisfactory & value accretive interactions with self-help and live-help. 

What your role will look like:

Working closely with an interdisciplinary team, you and your team will be responsible for the evolution of Customer Support tools & technology using data for decision support  (conversations tools for email, chat & phone interactions, self help tools such as Help Center Search & Concierge, Community & Social support tools, etc. etc.) across all surfaces that merchants interact with. Your team will focus on developing strong data foundations, data-driven products, and reporting and experimentation frameworks to empower the Support organization to make great decisions quickly.

Qualifications

You will need to have:

  • Team development: You’ll need a demonstrated track record of attracting top data professionals (data engineers, data scientists, ML engineers, statisticians, etc.), developing those people (both ICs and managers) to make them even better, and managing the growth of teams. You have several years of experience managing and scaling multiple teams. 

  • Data Experience at scale: You’ve been a leader in companies where data science was used on top of massive data sets to drive product/business decisions and resulted in powerful data products. You have extensive experience with languages like SQL, Spark, and Python.

  • Analytics expertise: You’ll need to be amazing at coming up with new, meaningful metrics to measure the success of our operations; you'll be equally strong at making sure the data needed to support those metrics are available. You have multiple years of experience managing decisions at scale, including causal inference and experimentation.

  • Well-balanced skills: People have trouble pinning you down. Business, product, 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.

Key technology stack and tools we work with: 

  • Python

  • SQL

  • Spark

  • Google Cloud Platform

  • Mode/Tableau

We know that applying to a new role takes a lot of work and we truly value your time. We are looking forward to reading your application. Shopify is now permanently remote and working towards a future that is digital by default. Learn more about what this can mean for you. 

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 people, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities.

All your information will be kept confidential according to EEO guidelines.

How we hire

At Shopify, we put a lot of care and time into who we hire. We believe that in order to build the best products, we need to build high impact teams. Our recruitment process centres around what we call the Life Story interview, a conversational-style interview where we get to learn more about you.
Learn more about our hiring process 

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