Data Scientist (L5) - Customer Service Experimentation
Netflix is one of the world's leading entertainment services, with 283 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time. Our Customer Service organization works to ensure nothing gets between our members and their favorite shows, movies and games. Data science plays a key role in guiding the CS team to deliver top-notch customer experiences that are aligned with Netflix's business strategy and executed with high operational excellence. We experiment to improve the Netflix Help Center (help.netflix.com), a key touchpoint for many members who are looking for the most seamless and efficient customer experience possible. In this role, you will:
- Lead CS experimentation, from hypothesis generation and test design to interpretation and recommendations
- Research metrics to support new areas of testing, like new pre-chat experiences
- Partner with Netflix's experimentation platform to improve the experience of CS testing, from allocation to analysis
- Partner with CS executives, PMs, data team peers and Finance to further a statistically rigorous, data-driven decision-making culture in CS
We are looking for:
- Advanced degree in quantitative field like Statistics, Mathematics, Physics or Economics, or commensurate experience
- Strong statistical knowledge and intuition with experience in product experimentation
- Strong SQL skills and programming experience (Python preferred)
- Ability to effectively communicate technical concepts and convey clear insights to a variety of audiences (engineering, product, senior leadership)
- Experience evaluating language model performance
- Ability to thrive in ambiguity with minimal oversight and process
- Prior experience with Customer Service is not required, but a desire to learn and commitment to become an expert is a must.
Our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. The range for this role is $170,000 - $720,000. Netflix provides 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. We also offer paid leave of absence programs. Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off. Full-time salaried employees are immediately entitled to flexible time off. See more detail about our Benefits here. Inclusion is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner. We are an equal-opportunity employer and celebrate 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. Job is open for no less than 7 days and will be removed when the position is filled. Apply Job! Apply to this Job