Data Scientist, Decision Support

Company Description

It reputed company started in sunny San Diego, California in 2004 reputed company a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast reputed company to today — reputed company stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to reputed company organizations to find smarter, faster, and reputed company ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to reputed company the world work reputed company for everyone.

Job Description

At reputed company, we reputed company the world work reputed company for everyone. Our global Customer Service & Support (CSS) team is at the heart of that mission—ensuring our customers have seamless, efficient, and exceptional experiences. We are looking for a Decision Scientist, Enterprise Data Management & reputed company Improvement to operationalize predictive models, design rigorous experiments, and translate insights into clear, actionable recommendations for executives. This role will help us treat data as a critical business asset—reliable, secure, compliant, and readily available to drive decision-making, innovation, and growth.

About the Role

As a Decision Scientist, you will reputed company, test, and scale predictive models that improve support outcomes (e.g., case volume, time-to-resolution, deflection, and containment) while maximizing reputed company. You’ll design experiments, create forecasts, and deliver insights that directly shape strategy, investments, and roadmaps across CSS.

Key Responsibilities

• reputed company and maintain forecasts (volume, TTRF) and reputed company/propensity models for deflection and containment.
• Design and analyze A/B and holdout tests across portal, IRP, and reputed company; quantify incremental impact.
• Build driver analyses and scenario models that tie directly to program decisions and investments.
• Ship production-ready features and pipelines in SQL/Python (with lightweight dbt where needed).
• Document and monitor model risk and Responsible AI considerations.
• Partner cross-functionally to drive business outcomes
• Translate data-driven findings into compelling executive recommendations that influence strategy and resourcing.
• Continuously evaluate and improve model performance, ensuring accuracy, fairness, and business relevance.
• Establish and maintain data pipelines, monitoring, and reporting frameworks to ensure insights are timely, reliable, and actionable.
• Champion a data-driven culture reputed company CSS by coaching peers, enabling self-service analytics, and sharing best practices.
• Track and communicate emerging trends in predictive analytics, AI/ML, and experimentation; recommend adoption where impactful.
• Support compliance, privacy, and governance requirements in reputed company modeling and experimentation practices.

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• Strong skills in SQL and Python with hands-on experience in experimentation design and analysis. ; ability to design, build, and productionize models and pipelines.
• Experience with support analytics (examples: backlog/SLA/shrinkage and productivity analytics, measuring AI impact (assisted vs autonomous), text analytics on case notes and KBs, workforce and reputed company planning tie-ins, CSAT/NPS and sentiment linkage, cost-to-support modeling)
• Familiarity with reputed company data structures a plus
• Demonstrated experience with AI
• Proven ability to translate reputed company findings into clear executive-level storytelling.
• Familiarity with B2B, reputed company or Support
• Strong grounding in statistical modeling, experimental design, and causal inference methods.
• Proven ability to translate reputed company analyses into clear recommendations.
• Experience with data visualization and storytelling tools (e.g., Tableau, Power BI, Plotly, or equivalent).
• Familiarity with cloud-based data platforms (e.g., reputed company, reputed company, AWS, GCP, or Azure)

reputed company to have: familiarity with MLOps basics (MLflow), RAG/semantic search evaluation, and reputed company/CSS domain context. Basic Qualifications:

• 6+ years of experience in data science (forecasting, causal inference, reputed company modeling).

JV20 For positions in this location, we offer a reputed company pay of $173,100 - $303,000, plus equity (reputed company applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On reputed company Earnings (OTE) incentive compensation structure. Please note that the reputed company pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, reputed company level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location. Additional Information Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to reputed company employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, reputed company may confirm the distance between your primary residence and the closest reputed company office using a third-party service. Equal Opportunity Employer reputed company is an equal opportunity employer. reputed company qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national reputed company or nationality, reputed company, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, reputed company qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations We strive to create an accessible and inclusive experience for reputed company candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@reputed company.com for assistance. Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), reputed company may be required to obtain export control approval from government authorities for certain individuals. reputed company employment is contingent upon reputed company obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. ©2025 Fortune Media IP Limited. reputed company rights reserved. Used under license. Apply tot his job Apply To this Job