Senior Data Scientist, Workforce Management Analytics

About the company

At the company, we create technology that brings joy, simplicity and earnings to the neighborhoods of the world. In 2014 we started with delivery of restaurant food. Now we’re building the delivery of (almost) everything and you’ll find us in over 500 cities in 30 countries around the world. In 2022 we joined forces with Door Dash and together we keep on dreaming big and expanding across the globe.

Working at the company isn’t always easy, but it’s definitely exciting. Here you’ll learn more, build more, and ship more than in most other companies. You’ll be challenged a lot, but also have a lot of fun on the way. So, if you’re a self-starter with drive and entrepreneurial spirit, this could be the ride of your life.

As the name Support Group implies, this group is responsible for the core part of the customer experience journey that has got the company top-notch ratings in app stores.

During the years we’ve invested a lot in the in-house built support tooling as we believe that it’s the only way we can ensure the satisfaction of all of our customers and partners in each of the 25 countries that we operate in. We take huge pride in our customer operations’ quality, so on top of building delightful support experiences in our consumer app we also want to proactively identify and solve issues even before our customers and partners even notice something might be wrong.

Our Support Analytics team’s main goal is to deliver an amazing Customer, Merchants & Courier support experience while optimizing our operations by providing actionable insights and quantifying the impact of those actions on the overall business.

You’ll be part of this team working with top Data Science and Analytics Engineering professionals.

As a Senior Data Scientist at the company, your role involves diving into our data to solve crucial business problems. The scope of this role ranges from diagnosing problem areas to identifying solutions to designing experiments and ultimately influencing decision-making. This is a rare, operational, and actionable data-driven experience. When you join this team, you will be driving action from the front lines, rather than just doing yet another analytics role.

Your job will mainly focus on driving operational efficiency with the Workforce Management (WFM) team and optimizing resource allocation by creating accurate scheduling and intraday forecasts, simplifying forecasting processes, building and supporting KPI dashboards, conducting root cause analysis for SLA improvements, exploring cost optimization opportunities, managing the capacity plan framework, enhancing the WFM data pipeline, and uncovering data-driven insights to refine planning, scheduling, reporting, and intraday management.

Required:

• 5+ years of experience in a data science or analytics position

• Experience building forecasting models and time series analysis (Prophet, SARIMA, Holt-Winters or similar)

• Experience in Cost Analysis and What-if Scenario Analysis

• Deep knowledge of statistical packages in Python or R

• Proficiency in writing structured and efficient SQL queries for large data sets

• Ability to influence and advise senior stakeholders Good to have:

• Experience using ML for forecasting

• Experience working with ML engineers/ML platform

• Building data pipelines using Airflow or similar tools

• The online delivery platform that the company is building will offer you interesting and complex challenges, together with the opportunities to create a big impact with your skills. Lots of geolocational and temporal data in real-time, combined with differences in the economics and dynamics of the cities we operate in, make the company both a challenging and interesting company to practice analytics.

• You have the chance to decide the ways of working: a hybrid, at the office, or remote in Berlin.

• You would get to work in a company culture where we take ownership beyond the obvious, do common things uncommonly well, we think big but stay humble, do right by people, we treat others kindly and justly, recognize that if we don’t learn, we won’t stay still but fall behind and keep in mind that Luke was Yoda’s greatest achievement.

We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

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