At arenaflex, we're on a mission to create a world where anyone can belong anywhere. As a Staff Data Scientist working on Algorithms in Customer Support, you'll have the opportunity to collaborate with a strong team of engineers, product managers, designers, and operation agents to build scalable and robust systems that match our services to specific customer needs. You'll create meaningful impact through deep scientific understanding and by designing interventions for arenaflex's most critical challenges.
**The Community You Will Join**
arenaflex is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. Customer Support (CS) aims to build the world's most loyal travel community through exceptional service. Improving the operational efficiency of our CS offerings will allow us to meet our customers when and how they need us most.
**The Difference You Will Make**
For this role, we're seeking an Operations Research expert to join the Customer Support Data Science team and have a direct opportunity to contribute, influence, and lead in the CS Personalization space by designing scalable scientific solutions for problems like:
* Creating models to identify segments of users with unique CS needs and develop matching algorithms to pair those users to the right CS path
* Determining allocation strategy of Make Goods budget to maximize business impact
* Estimating the long-term impact of changing the CS experience for those groups of users
* Providing strategic insights around tradeoffs between CS quality and cost to empower us to offer the best possible CS experience to our customers
* Optimizing CS routing engines with new algorithms and simulations to validate them
* Building a deep understanding of our individual agent's abilities in order to improve CS quality
**A Typical Day**
* Lead DS efforts building segmentation features for CS, including data exploration, optimization, and model prototyping
* Work collaboratively with cross-functional partners, including software engineers, product managers, operations, and research, to refine requirements for segmentation models, drive scientific decisions, and quantify impact
* Develop simulations to validate the impact of potential product and operational changes to the business
* Design and utilize new experiment frameworks to measure the effectiveness of feature launches, even when A/B tests are infeasible
* Regularly present work internally at monthly meetings to technical, engineering, and product stakeholders to iterate and generate excitement on roadmap progress
* Bring new ideas to the team that can improve the operational efficiency of customer support at arenaflex
**Your Expertise**
* 9+ years of relevant industry experience (e.g., data scientist, tech lead, junior faculty) and a Master's degree or PhD in relevant fields
* Strong fluency in Python, SQL, and statistical programming such as R
* Familiarity with causal inference and experimentation and a desire to continue to learn
* Proven ability to communicate clearly and effectively to audiences of varying technical levels
* Proven mix of strong intellectual curiosity with high-level pragmatism and engagement with the technical community
**Preferred Expertise**
* Experience in operational research, such as queuing theory or resource allocation models
* Experience in developing simulations of complex systems
**Your Location**
This position is US-Remote Eligible. The role may include occasional work at an arenaflex office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where arenaflex, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. If your position is employed by another arenaflex entity, your recruiter will inform you what states you are eligible to work from.
**Our Commitment To Inclusion & Belonging**
arenaflex is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services, and solutions. All qualified individuals are encouraged to apply.
We strive to also provide a disability-inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [insert email]. Please include your full name, the role you're applying for, and the accommodation necessary to assist you with the recruiting process.
We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.
**How We'll Take Care of You**
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs, and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
Pay Range: $194,000-$240,000 USD
Why Join arenaflex?
At arenaflex, we're passionate about creating a world where anyone can belong anywhere. Our mission-driven company is dedicated to helping create a world where anyone can belong anywhere. We believe in the power of diversity and inclusion, and we're committed to working with the broadest talent pool possible.
What We Offer
* A dynamic and collaborative work environment
* Opportunities for career growth and professional development
* A comprehensive benefits package, including medical, dental, and vision insurance
* A 401(k) matching program
* A generous paid time off policy
* Access to cutting-edge technology and tools
* A commitment to diversity, equity, and inclusion
How to Apply
If you're passionate about creating a world where anyone can belong anywhere, and you're looking for a challenging and rewarding career opportunity, we encourage you to apply. Please submit your resume and a cover letter explaining why you're the perfect fit for this role.
Equal Employment Opportunity
arenaflex is an equal employment opportunity employer. We welcome applications from diverse candidates and are committed to creating an inclusive and equitable work environment.
Disability Accommodations
If you require reasonable accommodations in order to submit an application, please contact us at: [insert email]. Please include your full name, the role you're applying for, and the accommodation necessary to assist you with the recruiting process.
Confidentiality
arenaflex is committed to protecting the confidentiality of our applicants. We will only share your application with the relevant hiring team members, and we will not disclose your application to any third parties without your consent.
Application Process
The application process typically includes:
* A review of your resume and cover letter
* A phone or video interview with a member of our hiring team
* A series of technical and behavioral interviews with our team members
* A final interview with our hiring manager
We strive to complete the application process within 2-3 weeks, but this may vary depending on the complexity of the role and the number of applicants.
What to Expect Next
If you're selected to move forward in the application process, we'll be in touch with you within 1-2 weeks to schedule an interview. We'll also provide you with more information about the role and the company, and we'll answer any questions you may have.
Thank you for considering arenaflex as your next career opportunity. We look forward to reviewing your application!
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