Senior Data Scientist, Customer Operations

Company Description
Etsy is the global marketplace for unique and creative goods. We build, power, and evolve the tools and technologies that connect millions of entrepreneurs with millions of buyers around the world. As an Etsy Inc. employee, whether a team member of Etsy or Depop, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human.

*What's the role?*
We are looking for a Senior Data Scientist that will partner with the Trust and Safety Risk & Fraud, Trust and Safety Content, and Customer Support & Services groups under the broader Customer Operations organization, whose focus is to develop strategies that provide a positive experience for our customers and balance short and long-term goals as content and fraud risks facing our marketplace evolve. You will play a significant role in deciding how we can better service Etsy's customers and protect them through analysis of behavioral and transactional data.

This is a full-time position reporting to the Customer Operations Analytics Manager. In addition to salary, you will also be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family as part of your total rewards package at Etsy.

Candidates living within commutable distance of our Mexico City office, and then Guadalajara, may be the first to be considered. Learn more details about our work modes and workplace safety policies here.

*What's this team like at Etsy?*
Data scientists in the Customer Operations organization use rigorous methods to generate insights that advise product, engineering, and operations decisions on trust and safety and customer service. We collaborate with partner teams through all stages of development: actively uncovering opportunity areas, crafting experiments to test hypotheses, analyzing the impact of our efforts, and highlighting takeaways.

Learning new skills and techniques is not only a requirement but a perk of the job We are always looking for opportunities to grow. Our mission is to guide our partner teams with data and insights and tell the story of how we manage risk — to teams, to senior management, and to the community.

*What does the day-to-day look like?*

• Working closely and collaboratively with our Customer Operations partners (Trust and Safety and Customer Support Product, Operations and Engineering teams) to develop data-backed strategies.
• Defining metric-focused goals around customer experience, fraud prevention, and content safety and employing sophisticated analyses and industry-leading measurement techniques to help the Customer Operations group attain these goals.
• Working to consistently deliver clear insights while building foundational metrics, data, and tools necessary to facilitate analytical excellence in the Trust and Safety and Customer Support and Services spaces.
• Of course, this is just a sample of the kinds of work this role will require You should assume that your role will encompass other tasks, too, and that your job duties and responsibilities may change from time to time at Etsy's discretion, or otherwise applicable with local law.

Qualities that will help you thrive in this role are:

• 5+ years of proven success on Analytics or Data Science teams with at least 3 years in Trust & safety, Risk, Fraud or Customer service analytics.
• Proficiency with advanced analytical methods such as predictive models, model performance evaluation, A/B testing frameworks, etc.
• Experience employing analytics to guide trust and safety and customer services strategies.
• High proficiency with advanced analytical techniques using SQL and Python.
• A successful track record of distilling highly complex problems into narratives that are concise, action-focused, and memorable, and expressing your recommendations with both conviction and finesse.
• Ability to communicate insights to senior executives verbally, visually, and in writing.

Additional Information
What's Next

If you're interested in joining the team at Etsy, please share your resume with us and feel free to include a cover letter if you'd like. As we hope you've seen already, Etsy is a place that values individuality and variety. We don't want you to be like everyone else -- we want you to be like you So tell us what you're all about.

Our Promise

At Etsy, we believe that a diverse, equitable and inclusive workplace furthers relevance, resilience, and longevity. We encourage people from all backgrounds, ages, abilities, and experiences to apply. Etsy is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status, or any other characteristic protected by applicable law. If, due to a disability, you need an accommodation during any part of the application or interview process, please let your recruiter know. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skills.