Senior Manager, Data Science - Customer Experience

Headway

New York, New York, United States
$212,000 - $265,000 base pyy; equity grant eligibi...
On-site
Data science leadership
Customer support analytics
Measurement framework design
Define and lead the insights strategy for Headway’s customer experience ecosystem, delivering timely, meaningful support through best-in-class tooling, automation, and AI

Job Summary

  • Define and lead the insights strategy for Headway’s customer experience ecosystem, delivering timely, meaningful support through best-in-class tooling, automation, and AI.
  • Lead and grow a high-performing team of Data Scientists, fostering a culture of technical excellence and strategic thinking, while partnering cross-functionally to design and build performance management systems.
  • You'll shape analytics for the Customer Experience at Headway, informing the vision and roadmap for improving support operations and product at scale, and play a key role in how automation and AI reduce friction and improve support experiences.

Matching Summary

Define and lead the insights strategy for Headway’s customer experience ecosystem, delivering timely, meaningful support through best-in-class tooling, automation, and AI.

Salary

$212,000 - $265,000 base pay; Equity grant eligibility; Comprehensive benefits package

Skills & Requirements

Must-have

  • Data Science leadership
  • Customer support analytics
  • Measurement framework design
  • Predictive modeling
  • AI-assisted tools
  • SQL and Python/R proficiency

Nice-to-have

  • Strategic thinking
  • Cross-functional partnership
  • Executive stakeholder communication
  • Bayesian A/B testing expertise

Key Requirements

  • 8+ years in data science or analytics
  • 3+ years managing teams
  • Experience in customer experience or support systems
  • Proficiency in SQL and Python or R
  • Experience with AI-assisted tools

Work Rights

Not specified

Tailored Resume

Cover Letter