Data Science Director, Care

We are seeking an experienced and visionary Director of Data Science to lead our Care Data Science team. In this role, you will be responsible for developing and executing a comprehensive data science strategy that drives customer satisfaction, optimizes operational efficiency, and will help retain millions of users and billions in revenue. You will work closely with cross-functional teams to identify opportunities, design experiments, and help develop AI and automation solutions.

You will partner with cross-functional teams on building out cutting edge agentic capabilities to scale customer support. The team is split between EMEA and NORAM, with a larger presence in EMEA. However, we are looking for a NORAM-based leader to help us navigate partnerships with primarily US-based partner teams (Monetization, Facebook, Instagram, AI Automation and Solutions) and executive presentations.Data Science Director, Care Responsibilities

• Communication: Communicate complex technical concepts to non-technical stakeholders, including executives, product managers, and engineers.
• Leadership: Lead a team of over 60 data scientists, including 2 Directors, 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.

Minimum Qualifications

• Bachelor's degree in Computer Science, Computer Engineering, relevant technical field, or equivalent practical experience
• 10+ years of work experience in data science or decision science (or 8+ years experience with a Ph.D.)
• Advanced experience with data querying languages (e.g. SQL), scripting languages (e.g. Python), and statistical/mathematical software (e.g. R)
• Degree in a mathematics, statistics, engineering, or other analytical/quantitative field
• Experience leading the building of statistical/computational tools in support of marketing functions

Preferred Qualifications

• Experience in the technology industry, particularly in the areas of customer support or care

For those who live in or expect to work from California if hired for this position, please click here for additional information. About Meta Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.
314.000 $/year to 361.000 $/year + bonus + equity + benefits

Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base compensation, Meta offers benefits. Learn more about benefits at Meta.

Equal Employment Opportunity Meta is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice here. Meta is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, fill out the Accommodations request form.