Director, Data Science

About the role

We're seeking a Director of Data Science for Operations to lead data science and applied AI across two connected domains: our operational core and the post-sales product experience. You'll partner with operations, finance, product, and engineering leadership to turn complex data into intelligent systems, decisions, and measurable impact—spanning internal operational efficiency and customer-facing AI products like support agents and onboarding.

Responsibilities

• Own the data science and applied AI roadmap for operations—agentic systems, forecasting, lead scoring, voice of the customer aggregation, and decision-support that improve throughput, reliability, and unit economics.

• Build agents and AI workflows that don't just predict but act.

• Own the data science and AI behind post-sales product experiences, including the support agent, onboarding intelligence, and customer success automation—from design through production deployment, evaluation, and quality monitoring.

• Lead, hire, and develop a data science team executing on operational and product-facing work; set standards for technical rigor, evaluation, and production quality.

• Partner with operations, finance, and product leadership to identify high-leverage problems, frame them, and translate them into operational decisions and shipped AI capabilities.

• Drive the full lifecycle from problem definition through deployment and monitoring, ensuring systems hold up in production—whether powering an internal forecast, an autonomous workflow, or a live customer interaction.

• Establish metrics and evaluation frameworks connecting this work to operational, financial, and customer outcomes (e.g., deflection, resolution quality, time-to-value, retention), including rigorous evaluation of non-deterministic AI systems.

• Collaborate with data engineering, machine learning engineering, platform, and product teams on the infrastructure, data quality, orchestration, tooling, and guardrails these systems depend on.

• Communicate findings and recommendations to executive stakeholders, balancing technical depth with business clarity.

• Champion an AI/agent-first way of working within the team—both as a hands-on technical leader (e.g., Claude Code) and by inventing agentic systems that make the team faster.

Requirements

• 8+ years in data science or applied AI/ML, with 5+ years leading and growing teams.

• Demonstrated track record deploying systems that delivered measurable impact—across both internal operational decisions and customer-facing AI features.

• Strong foundation in statistics and ML, plus depth in modern AI: LLMs, agentic systems, orchestration (e.g., tool use, MCP), retrieval, and the evaluation practices these require.

• Experience building or owning production AI systems—agents, conversational systems, or autonomous workflows—and the eval, monitoring, and safety practices they demand.

• Fluency in SQL and Python; familiarity with modern data and AI stacks (cloud warehouses, dbt, LLM/agent deployment pipelines).

• Proven ability to partner with non-technical executives and translate ambiguous business problems into tractable work.

• Comfort operating in a fast-moving, data-rich environment where decisions carry real operational, cost, and customer-experience consequences.

Qualifications

• Background in B2B SaaS, marketplaces, logistics, or field operations.

• Familiarity with customer success, onboarding, or support operations as a domain.

Skills

• Strong foundation in statistics and ML, plus depth in modern AI: LLMs, agentic systems, orchestration (e.g., tool use, MCP), retrieval, and the evaluation practices these require.

• Experience building or owning production AI systems—agents, conversational systems, or autonomous workflows—and the eval, monitoring, and safety practices they demand.

• Fluency in SQL and Python; familiarity with modern data and AI stacks (cloud warehouses, dbt, LLM/agent deployment pipelines).

• Proven ability to partner with non-technical executives and translate ambiguous business problems into tractable work.

• Comfort operating in a fast-moving, data-rich environment where decisions carry real operational, cost, and customer-experience consequences.

Benefits

• Flextime

• Recognition and support for autonomous work

• Comprehensive onboarding program

• Leadership training for Titans at all levels

• Peer-nominated awards

• Bonusly

• Equity

• Holistic health and wellness benefits:

  • Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents)
  • FSA and HSA
  • 401k match
  • Telehealth options including memberships to One Medical

• Support for Titans at all stages of life:

  • Parental leave and support
  • Up to $20k in fertility services (i.e. IUI and IVF)
  • Surrogacy and adoption reimbursement
  • On demand maternity support through Maven Maternity
  • Free breast milk shipping through Maven Milk
  • Pet insurance
  • Legal advisory services
  • Financial planning tools
  • More

Pay

Actual compensation within a range is determined by factors including relevant experience, skill set, qualifications, and performance. In addition to base salary, our total compensation package includes an annual bonus, equity, and a holistic suite of benefits.

Schedule

Flextime