Director, Data Science, Care

Meta is seeking an experienced and visionary Senior Director of Data Science to lead their Care Data Science team. This role involves developing and executing a comprehensive data science strategy that drives customer satisfaction and optimizes operational efficiency while collaborating with cross-functional teams to enhance customer support solutions.

Responsibilities:

• Leadership: Lead a team of ~50 data scientists, including 1 Director, and provide mentorship, guidance, and coaching to help them achieve their goals
• Strategy Development: Develop and execute a comprehensive data science strategy that aligns with the org’s overall goals and objectives
• Business Impact: Drive customer satisfaction by identifying opportunities, designing experiments, and enabling development of AI and automation solutions
• Customer Satisfaction: Improve customer satisfaction by analyzing key drivers (e.g.: issue resolution), identifying pain points, and developing solutions that address those issues
• Operational Efficiency: Optimize operational efficiency by analyzing processes, identifying bottlenecks, and developing solutions that streamline operations
• Collaboration: Work closely with cross-functional teams, including product management, engineering, and operations, to ensure alignment and effective execution. Collaboration with partner organizations, such as Monetization, Facebook, Instagram, AI Automation and Solutions
• Communication: Communicate complex technical concepts to non-technical stakeholders, including executives, product managers, and engineers