We are looking for a candidate to join our Analytics, Research & Insight team as Senior Manager of Data Science. For this full-time officer of analytics position, we seek an individual with strong data management, data engineering and statistical skills. In this role, you will lead analytics projects pertaining to all sources of agent and customer level data, outlier management, better customer experience and operation efficiency, and increased revenue. You will work closely with a team of talented data scientists, data engineers, channel management experts and play a key role in developing and delivering the next generation advanced analytics solutions to the business.
Duties and Responsibilities:
Serve as subject matter expert on all sources of customer and call center agent interaction data.
Work closely with our Data Engineers in the ingestion process of customer and agent level data from internal and external sources. This encompasses the full data onboarding journey from hygiene through transforming, aggregating and augmenting the data for the end user usage.
Lead the evaluation process of new data sources. Perform data exploration and analysis to determine coverage of new data, to evaluate correlation to Sirius XM key business metrics, to determine the importance of various variables and provide recommendations on whether the data source provides incremental value to Sirius XM.
Lead the design and development of machine learning/statistical models in agent anomaly detection, forensic analytics and proactive modeling.
Work closely with engineers to deploy models in production both in real time and in batch and systematically track model performance, including creating and monitoring the dashboards.
Assist in engagements with key business stakeholders in discussions on business strategies and opportunities.
Build strong working relationships and develop deep partnerships with vendor management, compliance and Marketing lines of businesses.
Prepare and present executive summaries of findings and detailed working team communications, with responsive iterations on such presentations based on individual data visualization preferences.
Drive technical innovation through active research and application of new theories, techniques, and technologies.
Advanced degree in Computer Science, Statistics, Operations Research, Engineering, Mathematics, Economics, Physics, or a related quantitative field is required for this position
1+ year experience with call center/chat agent analysis and reporting in sales, marketing and financial services preferred
2+ years building machine learning and statistical models for supervised and unsupervised learning, understanding of underlying algorithms, ability to tune and analyze algorithms and extract actionable insights. These methods include (but are not limited to) regression analysis, clustering, outlier detection, decision trees, collaborative filtering, nearest neighbors and ensemble methods
Requirements and General Skills:
Proven project management expertise; trained and/or career experience. Experience driving traditional and agile project implementations (preferred)
Ability to work in a dynamic, cross-functional environment, especially within IT/BI and Marketing
Experience with customer and agent level intelligence
Excellent verbal and written communication skills
Adept ability to explain complex data products in simple terms
Ability to work independently
Strong organizational skills and attention to details
Must have legal right to work in the U.S.
Ability to travel 10-25% of the time
Exceptional programming skills in Python and/or R
Strong knowledge of databases and related languages/tools such as Teradata SQL
Strong skills in the use of machine learning frameworks such as Scikit-Learn, H2O, Keras, TensorFlow and Spark
Big data experience working with massive datasets for analytics and advanced analytics, experience with big data technology (e.g. Hadoop, Hive)
Ability to work with raw data (including big data), knowledge of preprocessing procedures and ability to prepare data for modeling; experience in feature engineering
Experience in Natural Language Processing (NLP) preferred
Experience in time-series forecasting preferred
Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint, Access)