About the Team:

The Machine Learning LiveHelp team builds and maintains data science products supporting Wayfair’s live customer contacts both on the pre-order and post-order customer journeys which outperform traditional software by utilizing adaptive, data-driven technologies.  We have been a partner in the success of our business by saving millions of dollars each year through infusing machine learning into contact operations, using our intelligent resolution recommendation systems like Dynamic Discount to Keep model which uses AI to offer a fair discount to customers in post delivery incidents. Nevertheless, we strive to go beyond by exploring new opportunities to use machine learning across our Service organization to better help over 100 million customers at Wayfair.

About the Role:

The Machine Learning Scientist role within the DS LiveHelp team at Wayfair will develop and deploy machine learning models that power algorithmic decision-making across the business. This role is responsible for developing and advancing the scope in making customer order incident resolutions and returns a more personalized experience for our customers, adaptively customizing the sales experience for our customers, routing live contacts to the best agents possible, and more! To do so you will work with a great team of ML scientists, business stakeholders and ML engineers to brainstorm and scope new ML ideas, experiment with ML POCs, and deploy robust models into production. Through assessment of the impact of your models using A/B testing and causal inference techniques, you ensure we are moving towards improving customer satisfaction and business impact by optimizing our operation to be more personalized and cost effective. 

What You'll Do: 

• Identify and innovate new opportunities to drive business results through applying cutting-edge data science solutions across Service, Sales and Operations.
• Partner closely with various business and engineering teams to drive the integration of our model outputs and algorithmic decision-making systems to integrate machine learning products into technical platforms and deploy real-time models and services to serve millions of customers. 
• Extend existing Machine Learning libraries and frameworks for scalable model training and deployment. 
• Own the full data science life cycle: scoping to prototyping, testing, deploying, and measuring.
• Partner with Product and Analytics teams to help with designing A/B testing experiments and guide business decisions using model outputs and findings.

What You'll Need:

• 5+ years of experience in a quantitative or technical work environment, and advanced degree (MS, PhD) in a quantitative field (e.g. mathematics, economics, computer science, engineering, physics, neuroscience, operations research, etc.)
• Thorough command of general data science and machine learning techniques
• Skilled and seasoned at Python
• Knowledge of R, Java, etc. is a plus
• Comfortable with SQL and ability to wrangle data from various sources (the experience of using cloud based tools like GCP would be a plus)
• Machine learning experience (such as supervised/unsupervised learning, deep learning, reinforcement learning, etc.)
• Deep learning experience in NLP and/or Computer Vision is a plus
• Optimization experience is a plus
• Demonstrable industry experience in production-environment-driven ML design (e.g. having deployed at least three ML solutions to scale, etc.)
• Ability to work on cross-functional projects and manage multiple stakeholders with competing priorities 
• Good understanding of experimental techniques for the design of A/B tests to measure the impact of initiatives

What we will gladly offer:

• Highly competitive compensation packages (comprising of Base Salary and Equity),
• Paid volunteering work,
• Contribution to private pension,
• Commuting schemes (car, bike, public transport),
• Extensive internal training platform,
• Comprehensive financial scheme for Learning & Development opportunities and continuous education outside the organisation
• Health & Sport memberships,
• Virtual child care, 
• Global Wellbeing Program for our employees and their families
• Parental leave, surrogacy and adoption reimbursement program, extended bereavement leave
• Employee discount for Wayfair purchases,
• Corporate benefits,
• A vast community of ERGs supporting our employees and making Wayfair an inclusive space for us all,