Company Description

Dropbox is a leading global collaboration platform that's transforming the way people work together, from the smallest business to the largest enterprise. With more than 500 million registered users across more than 180 countries, our mission is to design a more enlightened way of working. From our headquarters in San Francisco to eight dedicated Studios and a worldwide team of employees who choose where they work best, our Virtual First approach is leading the way into the future of work.

Team Description

At Dropbox, we aim to put the customer at the center of everything we do. With over 500 million users, the Customer Experience (CX) team is at the forefront of simplifying how our users and customers interact with Dropbox. We focus on solutions that work for our customers as well as implementing technologies that will simplify our customers’ journey. We bring the customer voice across the organization to ensure Dropbox delivers the best possible customer experience.

Role Description

As a Data Scientist on the Customer Experience (CX) team, you will provide strategic leadership on crafting data-driven solutions that improve the customer experience. You will analyze our vast survey, support ticket, and product usage data sets to identify areas of opportunity and effectively communicate your findings to leadership. You will partner with stakeholders to understand their evolving requirements, collaborate with other analysts and engineers on the team, and craft innovative solutions that are more personalized, more efficient, and more delightful to our customers.

You have a passion for customer advocacy and making a big impact. You have a strong understanding of, and real-world experience in, the fields of statistics and NLP. You're a self-starter with an affinity for problem-solving and deep knowledge of data and advanced statistical tools. You have a curious and analytical mindset and are always eager to learn new things.

Responsibilities

• Use machine learning and other advanced statistical methodologies to extract actionable insights from large multi-dimensional customer behavior data sets.
• Translate complex concepts to a non-technical audience via excellent communication skills, both verbal and written, with the use of compelling data visualizations.
• Gather and share best practices and insights internally. Promote a data-driven culture at Dropbox.
• Utilize natural language processing (NLP) tools to identify trends and patterns from unstructured text data.
• Proactively engage with stakeholders across Customer Experience (CX) to ensure relevant and accurate delivery of business requirements.
• Leverage your knowledge of statistics and programming to transform the way CX provides support.

Requirements

• BS in the field of Statistics, Mathematics, Computer Science, or other technical discipline. Master’s degree a plus.
• 5 years of relevant work experience (e.g., as a data scientist) or equivalent
• Proficiency in querying relational databases. Experience with Hive or Snowflake a plus.
• Proficient in statistical programming languages (e.g. Python and/or R).
• Solid hands-on experience working with unstructured text data and many different NLP tools.
• Practical experience with using and understanding algorithms for classification, regression, dimensionality reduction, and clustering.
• Highly detailed-oriented and exceptional organizational and follow-through skills a must.
• Excellent at planning and project management.
• Ability to quickly prototype ideas and use creative approaches for solving complex problems.
• Strong desire to take initiative, thrives on change, and is comfortable with ambiguity.
• Independent learner with a keen interest in continuous learning.

Dropbox is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work. A big part of that effort is our support for members and allies of internal groups like Asians at Dropbox, BlackDropboxers, Latinx, Pridebox (LGBTQ), Vets at Dropbox, Women at Dropbox, ATX Diversity (based in Austin, Texas) and the Dropbox Empowerment Network (based in Dublin, Ireland).

Benefits and Perks

• Generous company paid individual medical, dental, & vision insurance coverage
  
• 401k + company match
• Market competitive total compensation package
• Free Dropbox space for your friends and family
• Wellness Reimbursement
• Generous vacation policy
• 11 company paid holidays
• Volunteer time off
• Company sponsored tech talks (technology and other relevant professional topics)