Senior Data Scientist

Overview

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About Gladly: Uniquely powered by Customer AI, Gladly is the only CX platform that puts the customer — not tickets — at the center of every conversation. Trusted by brands including Crate & Barrel, Ulta Beauty, and Tumi, Gladly delivers radically efficient and radically personal experiences. Gladly is built for B2C leaders who refuse to compromise on operational efficiency or experience.

Every conversation feels uniquely tailored and instantly responsive, emotionally intelligent and operationally precise, deeply personal and effortlessly scalable. At the heart of our platform is Gladly Customer AI — designed to maintain a single, continuous conversation across all channels while balancing technology and human connection. Learn more dly.ai.

About the role & team
Gladly’s AI & Research team uses data and insights to power novel AI products and drive data-based decisions across the product team. AI Engineers partner closely with product managers, 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.

• 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 design, prototyping and shipping production features
• Provide guidance to other teams about best practices for gaining insight into product behavior and experimentation to improve product effectiveness
• Provide mentorship to other data scientists through code and research reviews, documentation, technical guidance and pairing

• 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

• 5+ years of experience working with data to solve problems and make decisions, especially as a data scientist or product analyst
• A strong track record of designing, prototyping, scaling and launching data science products to solve business problems
• 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 Engineering, Design and Product

• 30 days:
  Build familiarity with at least one product area and existing data available. Produce at least one new analysis using existing data
• 60 days:
  Comfortable leading discussions…