Data Scientist (L5) - Customer Service at arenaflex

At arenaflex, we're revolutionizing the way people consume entertainment, and we're looking for a talented Data Scientist to join our Customer Service team. As a leading entertainment services company, 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 works tirelessly to ensure that nothing gets between our members and their favorite shows, movies, and games. In this role, you'll have the opportunity to lead the evolution of CS metrics, identify key performance indicators, and drive business decisions with data-driven insights. You'll partner with executives, Product Managers, Data Engineers, Analytics Engineers, and Finance to foster a statistically rigorous, data-driven decision-making culture in CS. Your expertise will help us expand the use of CS metrics across arenaflex, providing valuable insights for Product, Engineering, and Data Science teams.

About arenaflex

arenaflex is one of the world's leading entertainment services, with 283 million paid memberships in over 190 countries. Our members enjoy TV series, films, and games across a wide variety of genres and languages, with the flexibility to play, pause, and resume watching as much as they want, anytime, anywhere. We're committed to delivering exceptional customer experiences that meet the evolving needs of our members.

Key Responsibilities

As a Data Scientist (L5) - Customer Service at arenaflex, your key responsibilities will include:

• Leading the evolution of CS metrics, identifying "north star" metrics, and the ways CS teams can drive them
• Thinking critically about business problems and deploying the appropriate measurement technique
• Partnering with executives, Product Managers, Data Engineers, Analytics Engineers, and Finance to further a statistically rigorous, data-driven decision-making culture in CS
• Identifying opportunity areas for experimentation and research
• Expanding the use of CS metrics across arenaflex, where they hold insights for Product, Engineering, and Data Science

Essential Qualifications

To succeed in this role, you'll need:

• An advanced degree in Statistics, Mathematics, Physics, Economics, or a related quantitative field
• Strong statistical knowledge and intuition, and applied experience developing business-centric metrics frameworks
• Strong SQL skills and programming experience (Python preferred)
• Ability to effectively communicate technical concepts and convey clear recommendations to a variety of audiences (Engineering, Product, senior leadership)
• Experience with a wide range of measurement and prediction techniques (correlation analysis, observational causal inference, forecasting, quasi experimentation)
• Comfort working with complex data; ability to thrive with minimal oversight and process
• Prior experience with Customer Service is not required, but a desire to learn and become an expert is a must

Preferred Qualifications

While not required, the following qualifications would be a plus:

• Experience working with large datasets and complex data systems
• Familiarity with data visualization tools and techniques
• Strong understanding of machine learning algorithms and their applications
• Experience with cloud-based data platforms and tools
• Certification in data science or a related field

Skills and Competencies

To succeed in this role, you'll need to possess the following skills and competencies:

• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to work effectively in a fast-paced, dynamic environment
• Strong attention to detail and organizational skills
• Ability to adapt to changing priorities and deadlines
• Strong technical skills, including proficiency in SQL, Python, and data visualization tools

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, you'll have access to:

• Ongoing training and development opportunities, including workshops, conferences, and online courses
• Mentorship and coaching from experienced data science professionals
• Opportunities to work on high-impact projects and contribute to the development of arenaflex's data science capabilities
• A dynamic and collaborative work environment that encourages innovation and creativity

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, regardless of their background, identity, or experience. Our company culture is built on the following values:

• Inclusion: We strive to host a meaningful interview experience for all candidates and create a workplace that's inclusive and welcoming of all employees.
• Diversity: We celebrate diversity and recognize that diversity builds stronger teams.
• Innovation: We encourage innovation and creativity, and we're committed to staying ahead of the curve in terms of technology and best practices.
• Customer Focus: We're committed to delivering exceptional customer experiences that meet the evolving needs of our members.

Compensation and Benefits

arenaflex offers a comprehensive compensation and benefits 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 a talented data scientist with a passion for customer service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Apply to this Job Note: arenaflex is an equal-opportunity employer and celebrates diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. 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. Apply for this job