Associate Director, Sales and Service Data Science

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Wayfair Data Science powers automation & decision support across all Wayfair business units. Our algorithms tackle a varied & broad spectrum of challenges in the Wayfair marketplace; from empowering suppliers to easily add products to our catalog, to enabling our customers to discover and purchase a vast & diverse assortment of home goods and providing them the necessary sales and service support along their journey

At Wayfair, we care about our customers! Our Sales and Service teams balance technology and human empathy to build customer trust and loyalty. This leader will own the development of algorithmic decision support systems that power a broad spectrum of decisions across sales & service journey over multiple touchpoints (phone, chat, email, self-service, more..). The team leader owns the vision and execution of a broad portfolio of initiatives, spanning a range of internal stakeholder groups, that govern the customer interaction experience with a primary focus on developing contact intent platform that power Virtual Assistant, personalization of storefront experience, algorithmic routing of customers to the right channel/agent and many more!  This is an ideal opportunity for a leader who enjoys working on a variety of scientific and technical challenges, is passionate about building effective cross-functional relationships through exceptional communication skills, and is eager to make an impact on customers' end-to-end experience through advanced data science and machine learning techniques. 

What You'll Do  

  • Lead a team that applies state of the art data science and machine learning techniques to better predict the contact intent of the customer and personalize the interaction
  • Leading Natural Language Understanding (NLU) development processes to power customer interactions in multiple languages
  • Drive significant business growth by collaborating with business, product, engineering teams to identify and solve high-impact ML problems
  • Manage a portfolio of existing initiatives and evolve them to be scalable, platform-oriented data science products
  • Lead the design and development of intelligent products that leverage a wide variety of data sources to improve customer and agent experience

What You'll Need  

  • Master’s degree in Computer Science, Engineering, or related fields; PhD preferred
  • 6+ years of experience leading multi-disciplinary technical teams of scientists, analysts, and engineers of varied levels of experience. Track record of developing and managing high-performing teams
  • 2+ years experience managing technical or science teams in the NLU field
  • Thorough command of general data science and machine learning techniques
  • Relevant experience designing and implementing customer-facing systems that are scalable, fast, and resilient
  • Track record of delivering large cross-functional projects and managing multiple stakeholders with competing priorities
  • Good understanding of experimental techniques for the design of A/B tests to measure impact
  • Communication skills that can influence across organizations and at all levels

About Wayfair Inc.

Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.

No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.