About the role

Gladly’s AI & Research team uses data and insights to power novel AI products and drive data-based decisions across the product team. Data Scientists at Gladly partner closely with PMs, engineers and designers to understand our users and innovate on our products using data.

We are looking for someone with the desire and curiosity to learn, take initiative and make a lasting impact at a fast-paced SaaS company.

What you’ll do

• Collaborate with various Gladly teams and stakeholders to build a deep understanding of our business, our customers and the problems they face
• Work closely with our product leadership to influence product roadmap and strategy, driving collaborative discussions based on quantitative insights
• Design and perform analyses or experiments to deepen our understanding of customers, uncover product improvement opportunities, provide actionable recommendations, and drive product decisions
• Develop novel algorithms to improve customer service automation and Hero efficiency, working on problems from conception through experimentation and shipping new production features
• Provide guidance to other teams about the best practices for gaining insight into product behavior and experimentation to improve product effectiveness

You’ll be successful by

• Being eager to learn Gladly’s business domain and customer problems, and applying this knowledge to building innovative products.
• Self-organizing and prioritizing your work based on the impact to the customer and business.
• Effectively balancing task-based and exploratory work
• Being comfortable diving into the data and tracing through product code to understand data origins
• Showing ownership and pride in your work by promoting the best practices of building data products within Gladly, educating other teams on their use and providing ongoing maintenance and support.

We’re excited about you because you have

• 5+ years of experience working with data to solve problems and make decisions, especially as a data scientist or product analyst
• Excellent SQL and python skills for data manipulation, exploration and visualization, especially in Jupyter notebooks
• A strong understanding of ML algorithms
• Excellent communication skills; you excel at turning data into compelling and actionable insights and have a proven track record for driving change in a product organization
• Customer-centricity and product focus. You look at everything you create through the lens of how it improves experience for the end-user. You are comfortable communicating how various approaches might impact the product behavior (and vice versa).
• Learning mentality. You aren't intimidated by new domains or technology; you're willing to dive into documentation/videos, talk to your teammates, and experiment to become well-versed.
• Experience working with cross-functional teams including but not limited to Engineering, Design and Product.

Research has shown that individuals from marginalized groups are less likely to apply to jobs where they don't meet 100% of the criteria. Gladly values the diversity of experience, so if you believe you have the right skill set, we welcome you to apply - even if you don't check every box in the job description. We're committed to an inclusive workplace and would love to see if you could be the next great addition to our team.

Compensation

$134,000 to $186,000 per annum; equity, and benefits

For cash compensation, we set standard ranges for all U.S.-based roles based on function, level, and geographic location, benchmarked against similar-stage growth companies. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors, including geographic location as well as candidate experience and expertise, and may vary from the amounts listed above.