14 Senior Data Scientist, Customer Support Jobs in Austin, TX
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Senior Data Scientist, Customer Support
$108k-133k (estimate)
Full Time | Durable Manufacturing
2 Weeks Ago
Roku is Hiring a Senior Data Scientist, Customer Support Near Austin, TX
Teamwork makes the stream work.
Roku Is Changing How The World Watches TVRoku is the #1 TV streaming platform in the US, and we've set our sights on powering every television in the world. Roku pioneered streaming to the TV. Our mission is to be the TV streaming platform that connects the entire TV ecosystem. We connect consumers to the content they love, enable content publishers to build and monetize large audiences, and provide advertisers unique capabilities to engage consumers.
From your first day at Roku, you'll make a valuable - and valued - contribution. We're a fast-growing public company where no one is a bystander. We offer you the opportunity to delight millions of TV streamers around the world while gaining meaningful experience across a variety of disciplines.
About The TeamThe Core Analytics Team is a centralized function to provide data-driven insights to business and products. We partner with the Customer Support team that is responsible for keeping our global customers connected and delighted with the Roku platform, products, and services. We collaborate closely with our Product and Engineering teams to deliver the best customer experiences and operational efficiencies that are achieved through a unified technology platform, and a support model focused on operational excellence.
About The RoleRoku is looking for a Senior Data Scientist to play an instrumental role within Customer Support Analytics. As a Senior Data Scientist, you will bring strong technical experience retrieving, manipulating, analyzing, and visualizing data. Just as importantly, you will bring excellent communication skills, proven collaboration track record, and business acumen.
You will have endless curiosity and can pair a global mindset with locally relevant execution. You should be a gritty problem solver and self-starter who can help drive initiatives with the Customer Support (CS) team and other internal stakeholders. You will display a balance of hard and soft skills, including the ability to respond quickly to changing business needs.
What You’ll Be Doing
The Roku CultureRoku is a great place for people who want to work in a fast-paced environment where everyone is focused on the company's success rather than their own. We try to surround ourselves with people who are great at their jobs, who are easy to work with, and who keep their egos in check. We appreciate a sense of humor. We believe a fewer number of very talented folks can do more for less cost than a larger number of less talented teams. We’re independent thinkers with big ideas who act boldly, move fast and accomplish extraordinary things through collaboration and trust. In short, at Roku you'll be part of a company that's changing how the world watches TV.
We have a unique culture that we are proud of. We think of ourselves primarily as problem-solvers, which itself is a two-part idea. We come up with the solution, but the solution isn't real until it is built and delivered to the customer. That penchant for action gives us a pragmatic approach to innovation, one that has served us well since 2002.
To learn more about Roku, our global footprint, and how we've grown, visit https://www.weareroku.com/factsheet.
By providing your information, you acknowledge that you have read our Applicant Privacy Notice and authorize Roku to process your data subject to those terms.
Roku Is Changing How The World Watches TVRoku is the #1 TV streaming platform in the US, and we've set our sights on powering every television in the world. Roku pioneered streaming to the TV. Our mission is to be the TV streaming platform that connects the entire TV ecosystem. We connect consumers to the content they love, enable content publishers to build and monetize large audiences, and provide advertisers unique capabilities to engage consumers.
From your first day at Roku, you'll make a valuable - and valued - contribution. We're a fast-growing public company where no one is a bystander. We offer you the opportunity to delight millions of TV streamers around the world while gaining meaningful experience across a variety of disciplines.
About The TeamThe Core Analytics Team is a centralized function to provide data-driven insights to business and products. We partner with the Customer Support team that is responsible for keeping our global customers connected and delighted with the Roku platform, products, and services. We collaborate closely with our Product and Engineering teams to deliver the best customer experiences and operational efficiencies that are achieved through a unified technology platform, and a support model focused on operational excellence.
About The RoleRoku is looking for a Senior Data Scientist to play an instrumental role within Customer Support Analytics. As a Senior Data Scientist, you will bring strong technical experience retrieving, manipulating, analyzing, and visualizing data. Just as importantly, you will bring excellent communication skills, proven collaboration track record, and business acumen.
You will have endless curiosity and can pair a global mindset with locally relevant execution. You should be a gritty problem solver and self-starter who can help drive initiatives with the Customer Support (CS) team and other internal stakeholders. You will display a balance of hard and soft skills, including the ability to respond quickly to changing business needs.
What You’ll Be Doing
- Analyze structured and unstructured data (e.g. customer contacts, surveys, workforce management, etc.) and communicate insights to help stakeholders solve business problems, identify trends and make data-driven decisions
- Develop data visualizations that illustrate complex platform phenomena using Looker, Tableau etc.
- Develop necessary data pipelines to power automation, validation and reporting on Roku’s products and Customer Support operations
- Partner with Customer Support operations teams, engineers, product managers and data engineers to understand business needs and how these can be addressed through analytics
- Use creativity to find proxies where verbatim data or measurement is unavailable
- Collaborate with Customer Support leadership to align data science initiatives with organizational goals and strategy design and execute Customer Support related AB tests
- 5 years of relevant experience in data analytics, data science or business intelligence role
- Experience working with data in e-commerce, customer service and call center operations fields is preferred
- Excellent command of SQL and experience working with Big Data
- Experience coding in R or Python
- Experience with data visualization platform like Tableau, Looker, etc.
- Experience with CS tools such as Zendesk, Amazon Connect, Khoros, etc.
- Statistics knowledge: A/B testing, statistical inference, interpretation of data, etc.
- Excellent investigative skills with a passion for finding the root cause of an issue
- The ability to work independently and across multiple time zones
- Ownership mindset, you own end to end lifecycle of a product starting from ideation, rollout to post-launch performance tracking
The Roku CultureRoku is a great place for people who want to work in a fast-paced environment where everyone is focused on the company's success rather than their own. We try to surround ourselves with people who are great at their jobs, who are easy to work with, and who keep their egos in check. We appreciate a sense of humor. We believe a fewer number of very talented folks can do more for less cost than a larger number of less talented teams. We’re independent thinkers with big ideas who act boldly, move fast and accomplish extraordinary things through collaboration and trust. In short, at Roku you'll be part of a company that's changing how the world watches TV.
We have a unique culture that we are proud of. We think of ourselves primarily as problem-solvers, which itself is a two-part idea. We come up with the solution, but the solution isn't real until it is built and delivered to the customer. That penchant for action gives us a pragmatic approach to innovation, one that has served us well since 2002.
To learn more about Roku, our global footprint, and how we've grown, visit https://www.weareroku.com/factsheet.
By providing your information, you acknowledge that you have read our Applicant Privacy Notice and authorize Roku to process your data subject to those terms.
Job Summary
JOB TYPE
Full Time
INDUSTRY
Durable Manufacturing
SALARY
$108k-133k (estimate)
POST DATE
06/13/2024
EXPIRATION DATE
07/28/2024
WEBSITE
roku.com
HEADQUARTERS
PALO ALTO, CA
SIZE
1,000 - 3,000
FOUNDED
2002
TYPE
Public
CEO
JONATHAN HARRIS
REVENUE
$1B - $3B
INDUSTRY
Durable Manufacturing
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About Roku
Roku is an online streaming platform that allows users to search for TV shows, documentaries, news and feature films.
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