Senior Data Scientist

Gladly

United States

Remote

USD 150,000 - 180,000

Full time

14 days+

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Benefits offered by this job

Competitive salary

Stock options

Comprehensive benefits

Generous paid time off

Professional growth opportunities

Job summary

A leading SaaS company is seeking a Director for their AI & Research team, focusing on transforming data into customer insights. This role involves cross-functional collaboration, data analysis for product strategy, and mentoring other data scientists. Ideal candidates have extensive experience in data solutions, strong SQL and Python skills, and a passion for improving customer experiences through analytics. The position offers a competitive salary and a fully remote work environment.

Qualifications

5+ years of experience working with data as a data scientist or product analyst.
Strong track record of designing and launching data science products.
Excellent SQL and Python skills for data manipulation and visualization.

Responsibilities

Collaborate with teams to understand business and customer problems.
Influence product roadmap with quantitative insights.
Design analyses to uncover product improvement opportunities.

Skills

Data analysis

SQL

Python

Machine Learning algorithms

Communication

Collaboration

Job description

Overview

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About Gladly

About Gladly: Uniquely powered by Customer AI, Gladly is the only CX platform that puts the customer — not tickets — at the center of every conversation. Trusted by brands including Crate & Barrel, Ulta Beauty, and Tumi, Gladly delivers radically efficient and radically personal experiences. Gladly is built for B2C leaders who refuse to compromise on operational efficiency or experience. Every conversation feels uniquely tailored and instantly responsive, emotionally intelligent and operationally precise, deeply personal and effortlessly scalable. At the heart of our platform is Gladly Customer AI — designed to maintain a single, continuous conversation across all channels while balancing technology and human connection. Learn more at www.gladly.ai.

About the role & team
Gladly’s AI & Research team uses data and insights to power novel AI products and drive data-based decisions across the product team. AI Engineers partner closely with product managers, engineers and designers to understand our users and innovate on our products using data.

We are looking for someone with the desire and curiosity to learn, take initiative and make a lasting impact at a fast-paced SaaS company.

What you’ll do

Collaborate with various Gladly teams and stakeholders to build a deep understanding of our business, our customers and the problems they face
Work closely with our product leadership to influence product roadmap and strategy, driving collaborative discussions based on quantitative insights
Design and perform analyses or experiments to deepen our understanding of customers, uncover product improvement opportunities, provide actionable recommendations, and drive product decisions
Develop novel algorithms to improve customer service automation and Hero efficiency, working on problems from conception through design, prototyping and shipping production features
Provide guidance to other teams about best practices for gaining insight into product behavior and experimentation to improve product effectiveness
Provide mentorship to other data scientists through code and research reviews, documentation, technical guidance and pairing

You’ll be successful by

Being eager to learn Gladly’s business domain and customer problems, and applying this knowledge to building innovative products
Self-organizing and prioritizing your work based on the impact to the customer and business
Effectively balancing task-based and exploratory work
Being comfortable diving into the data and tracing through product code to understand data origins
Showing ownership and pride in your work by promoting the best practices of building data products within Gladly, educating other teams on their use and providing ongoing maintenance and support

We’re excited about you because you have

5+ years of experience working with data to solve problems and make decisions, especially as a data scientist or product analyst
A strong track record of designing, prototyping, scaling and launching data science products to solve business problems
Excellent SQL and Python skills for data manipulation, exploration and visualization, especially in Jupyter notebooks
A strong understanding of ML algorithms
Excellent communication skills; you excel at turning data into compelling and actionable insights and have a proven track record for driving change in a product organization
Customer-centricity and product focus. You look at everything you create through the lens of how it improves experience for the end-user. You are comfortable communicating how various approaches might impact the product behavior (and vice versa).
Learning mentality. You aren’t intimidated by new domains or technology; you’re willing to dive into documentation/videos, talk to your teammates, and experiment to become well-versed.
Experience working with cross-functional teams including Engineering, Design and Product

How you’ll ramp

30 days: Build familiarity with at least one product area and existing data available. Produce at least one new analysis using existing data
60 days: Comfortable leading discussions with product stakeholders on quantitative analyses and improvement opportunities
90 days: Develop new methods to evaluate and/or algorithms to power AI products that are in production

Interview process

2 hour timed case study/ homework assignment
Basic SQL & general programming skills assessment (60 min)
Discussion of a past data science project (60 min)
Experimental design and data interpretation interview (60 min)

Compensation

$150,000 to $180,000 per annum + Equity + Benefits

For cash compensation, we set standard ranges for all U.S.-based roles based on function, level, and geographic location, benchmarked against similar-stage growth companies. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors, including geographic location as well as candidate experience and expertise, and may vary from the amounts listed above.

Why Join Gladly?

At Gladly, we’re not just building software—we’re transforming an industry. We take a people-first approach, both in our product and our culture. When you join us, you’ll enjoy:

Competitive salaries, stock options, and comprehensive benefits
Generous paid time off, parental leave, and home office stipends
A fully remote work environment with opportunities for in-person team gatherings
A strong commitment to professional growth and an inclusive workplace where diverse perspectives thrive

At Gladly, we believe in challenging the status quo, celebrating grit, and striving for excellence. We thrive as a team by embracing transparency, collaboration, and a customer-first mindset. If this role excites you but you don’t meet every qualification, we still encourage you to apply. Diverse perspectives and experiences are the cornerstone of our success.

Seniority level