Job Description
At arenaflex, we're revolutionizing the entertainment industry with our innovative approach to delivering exceptional customer experiences. As a leading entertainment services provider, we're committed to ensuring that our members can enjoy their favorite shows, movies, and games without any interruptions. Our Customer Service organization plays a vital role in achieving this goal, and data science is at the forefront of guiding our efforts. In this role, you'll have the opportunity to lead our Customer Service experimentation efforts, driving innovation and improvement in our Help Center, a key touchpoint for many members. You'll work closely with our experimentation platform to design, execute, and analyze experiments, providing actionable insights to inform our decision-making. Your expertise will help us deliver a seamless and efficient customer experience that aligns with our business strategy and operational excellence. **About arenaflex** arenaflex is a global entertainment services provider with 283 million paid memberships in over 190 countries. We're committed to delivering exceptional customer experiences that meet the evolving needs of our members. Our Customer Service organization is dedicated to ensuring that our members can enjoy their favorite content without any interruptions, and data science plays a critical role in achieving this goal. **Key Responsibilities** As a Data Scientist (L5) - Customer Service Experimentation at arenaflex, you'll be responsible for: * Leading Customer Service experimentation efforts, from hypothesis generation and test design to interpretation and recommendations * Researching metrics to support new areas of testing, such as new pre-chat experiences * Partnering with our experimentation platform to improve the experience of CS testing, from allocation to analysis * Collaborating with Customer Service executives, Product Managers, data team peers, and Finance to foster a statistically rigorous, data-driven decision-making culture in Customer Service * Evaluating language model performance and providing insights to inform our decision-making **Essential Qualifications** To succeed in this role, you'll need: * An advanced degree in a quantitative field, such as Statistics, Mathematics, Physics, or Economics, or commensurate experience * Strong statistical knowledge and intuition, with experience in product experimentation * Strong SQL skills and programming experience, preferably in Python * The ability to effectively communicate technical concepts and convey clear insights to a variety of audiences, including engineering, product, and senior leadership * Experience evaluating language model performance * The ability to thrive in ambiguity with minimal oversight and process **Preferred Qualifications** While prior experience in Customer Service is not required, a desire to learn and commitment to becoming an expert is essential. Additionally, experience with Customer Service experimentation and a strong understanding of experimentation platforms would be beneficial. **Compensation and Benefits** arenaflex offers a competitive compensation structure, with an annual salary range of $170,000 - $720,000. You'll have the flexibility to choose how much of your compensation you want in salary versus stock options. Our comprehensive benefits package includes: * Health Plans * Mental Health support * 401(k) Retirement Plan with employer match * Stock Option Program * Disability Programs * Health Savings and Flexible Spending Accounts * Family-forming benefits * Life and Serious Injury Benefits * Paid leave of absence programs * Flexible time off for full-time salaried employees **Inclusion and Diversity** arenaflex is an equal-opportunity employer and celebrates diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully, and 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. **How to Apply** If you're passionate about delivering exceptional customer experiences and driving innovation through data science, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further. **Equal Employment Opportunity** arenaflex is an equal-opportunity employer and celebrates diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully, and 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. **Accommodations** If you require an accommodation or adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner. **Job Openings** This job is open for no less than 7 days and will be removed when the position is filled. Apply for this job