Director, Data Science – Customer Experience

This is a fully remote position, open to applicants in Florida.

📋 Description

• Take ownership of the Customer Experience science roadmap and KPIs from start to finish, encompassing strategy, modeling, delivery, and production health for CRM decision-making models.

• Lead, nurture, and expand a team of data scientists and applied AI engineers.

• Establish scientific standards and cultivate a culture focused on delivering measurable outcomes.

• Collaborate with CRM and VIP teams to enhance next-best-action strategies, offer and bonus targeting, send-time and channel optimization, and lifecycle journeys.

• Propel the automation of CRM operations using AI agents and LLM workflows in conjunction with Applied AI Engineering.

• Work alongside Marketing and Finance to evaluate the incremental impact of CRM and bonus expenditures, ensuring alignment with the P&L.

• Integrate responsible gaming and compliance measures into models, incorporating exclusion logic, state-specific regulations, and safe targeting constraints.

• Oversee model monitoring, drift detection, and retraining in collaboration with AI Ops & Observability.

• Present pillar KPIs to leadership on a monthly basis.

• Engage in annual talent acquisition and headcount planning.

⛳️ Requirements

• Over 8 years of experience in data science or machine learning.

• More than 3 years of experience leading data scientists or ML engineers and successfully delivering production models.

• Profound, practical expertise in CRM and lifecycle science, including propensity, churn, uplift, next-best-action, offer and bonus optimization, send-time and channel optimization.

• Strong foundation in experimentation and causal inference, including holdout design, power analysis, variance reduction, and incrementality measurement.

• Experience utilizing LLMs and AI agents in marketing operations, covering aspects from campaign generation and audience building to automated QA and journey orchestration.

• Familiarity with real-time ML in a production environment, including feature pipelines, low-latency scoring, model monitoring, and retraining, preferably on AWS.

• Demonstrated ability to build and expand a team through hiring, coaching, performance management, and succession planning.

• Capacity to transform unclear CRM and marketing challenges into a prioritized science roadmap and effectively communicate trade-offs to executives.

• A Master's or PhD in a quantitative field, or equivalent experience.

• Background in online gaming, sports betting, fintech, or similar high-frequency consumer sectors.

• Experience with recommendation and personalization systems.

• Knowledge of tools such as Braze, Amplitude, Segment, Snowflake, dbt, Airflow, AWS SageMaker, Bedrock, or similar platforms.

• Experience with multi-objective optimization that balances revenue, engagement, and customer wellbeing.

🏝️ Benefits

• Competitive salary and benefits package.

• Flexible vacation policy.

• Startup-like culture supported by a stable, global brand.

• A diverse and inclusive workplace.

• Equal opportunity employer.