Data Scientist (L5) - Customer Service Experimentation at arenaflex

At arenaflex, we're revolutionizing the entertainment industry with our innovative approach to customer service. As a leading entertainment services provider with 283 million paid memberships in over 190 countries, we're committed to delivering top-notch customer experiences that are aligned with our business strategy and executed with high operational excellence. Our Customer Service organization plays a vital role in ensuring that nothing gets between our members and their favorite shows, movies, and games. In this role, you'll have the opportunity to lead CS experimentation, from hypothesis generation and test design to interpretation and recommendations. You'll work closely with our experimentation platform to improve the experience of CS testing, from allocation to analysis. Your expertise will be invaluable in driving a statistically rigorous, data-driven decision-making culture in CS.

About arenaflex

arenaflex is a global entertainment services provider that offers a wide variety of TV series, films, and games across multiple genres and languages. Our members can play, pause, and resume watching as much as they want, anytime, anywhere, and can change their plans at any time. We're committed to delivering the best possible customer experience, and our Customer Service organization is at the forefront of this effort.

Key Responsibilities

As a Data Scientist (L5) - Customer Service Experimentation at arenaflex, you'll be responsible for:

• Leading CS experimentation, from hypothesis generation and test design to interpretation and recommendations
• Researching metrics to support new areas of testing, like new pre-chat experiences
• Partnering with arenaflex's experimentation platform to improve the experience of CS testing, from allocation to analysis
• Partnering with CS executives, PMs, data team peers, and Finance to further a statistically rigorous, data-driven decision-making culture in CS

Essential Qualifications

To be successful in this role, you'll need:

• An advanced degree in a quantitative field like Statistics, Mathematics, Physics, or Economics, or commensurate experience
• Strong statistical knowledge and intuition with experience in product experimentation
• Strong SQL skills and programming experience (Python preferred)
• Ability to effectively communicate technical concepts and convey clear insights to a variety of audiences (engineering, product, senior leadership)
• Experience evaluating language model performance
• Ability to thrive in ambiguity with minimal oversight and process

Preferred Qualifications

While prior experience with Customer Service is not required, a desire to learn and commitment to become an expert is a must. Additionally, experience with Customer Service experimentation and a strong understanding of statistical modeling and machine learning algorithms would be beneficial.

Skills and Competencies

To succeed in this role, you'll need to possess:

• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to work effectively in a fast-paced environment with minimal supervision
• Strong technical skills, including proficiency in SQL, Python, and statistical modeling
• Ability to collaborate with cross-functional teams, including engineering, product, and finance
• Strong business acumen and understanding of customer service operations

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. As a Data Scientist (L5) - Customer Service Experimentation, you'll have access to:

• Opportunities for professional growth and development, including training and mentorship programs
• Collaboration with cross-functional teams to drive business results
• Access to cutting-edge technology and tools to support your work
• Flexible work arrangements to support work-life balance

Work Environment and Company Culture

arenaflex is a dynamic and inclusive workplace that values diversity, equity, and inclusion. We're committed to creating a work environment that's welcoming and supportive of all employees. Our company culture is built on a foundation of:

• Collaboration and teamwork
• Innovation and experimentation
• Continuous learning and growth
• Diversity, equity, and inclusion

Compensation and Benefits

arenaflex offers a comprehensive compensation package, including:

• An annual salary, with the option to choose how much of your compensation you want in salary versus stock options
• Comprehensive benefits, including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits
• Paid leave of absence programs, including vacation, holidays, and sick paid time off
• Flexible time off for full-time salaried employees

How to Apply

If you're passionate about delivering exceptional customer experiences and want to join a dynamic and innovative team, apply now for the Data Scientist (L5) - Customer Service Experimentation role at arenaflex. We're an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully, and we do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

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