Data Science Manager, Customer Support AI Solutions

Data Science Manager, Customer Support Ai Solutions

As a Data Science Manager at Meta, you will help shape the future of the experiences we build for billions of people and hundreds of millions of businesses, creators, and partners around the world. In this role, you will lead a data science team charged with revolutionizing customer support by bringing state-of-the-art Generative AI and advanced AI capabilities to scale support for billions of users worldwide. This is a unique opportunity to shape the future of AI-driven customer experiences, working at the forefront of AI innovation in a company dedicated to pushing the boundaries of technology. You will lead a high impact team of data scientists and AI experts, collaborate with cross-functional leaders, and influence product strategy to deliver transformative AI-first solutions.

We are looking for an experienced AI-native Data Science leader to help Meta bring state-of-the-art GenAI capabilities to our customer support area. We have a bold vision to scale customer support to billions of customers with AI-first offerings. Product leadership: You will use data to understand the product and business ecosystem, quantify new opportunities, identify upcoming challenges, and shape product development to bring value to people, businesses, and Meta. You will help develop strategy and support leadership in prioritizing what to build and setting goals for execution. Analytics: You will guide product teams using data and insights. You will focus on developing hypotheses and employ a toolkit of rigorous analytical approaches, different methodologies, frameworks, and technical approaches to test them. Communication and influence: You won't simply present data, but tell data-driven stories. You will convince and influence leaders using clear insights and recommendations. People leadership: You will inspire, lead and grow a team of data scientists and data science leaders.

Responsibilities

• Lead Strategic AI Initiatives: Define and drive the vision for applying advanced AI and Generative AI solutions to innovate and scale Meta's Customer Support experiences
• Build and Inspire a High-Impact Team: Recruit, mentor, and develop a world-class team of data scientists and AI specialists, fostering a high-performance and collaborative environment
• Deliver Impact at Scale: Ensure AI solutions are robust, scalable, and measurable, delivering clear business value and personalized customer experiences
• Foster Cross-Functional Collaboration: Partner with product managers, engineers, operations, and leadership across Meta to integrate AI-first solutions that address critical business challenges
• Champion Growth and Innovation: Advocate for ongoing learning, experimentation, and adoption of new AI approaches within your team and the broader Meta community

Minimum Qualifications

• BS degree in a quantitative discipline (e.g., statistics, operations research, econometrics, computer science, engineering), or BS/MS in a quantitative discipline with equivalent working experience
• A minimum of 7 years of work experience (3+ years with a PhD) in applied quantitative field, including 2+ years of experience managing analytics teams
• 5+ years of experience in a team leadership role, including 2+ years of experience with people management through layers
• Experience communicating both in low-level technical details as well as high-level strategies
• Experience in cross-functional partnership among teams of Engineering, Design, Product Management, Data Engineering
• Experience with driving product roadmap and execution

Preferred Qualifications

• Master's or Ph.D. degree in Mathematics, Statistics, Computer Science, Engineering, Economics, or another quantitative field
• Proven track record of leading analytics teams that deliver on multiple projects or programs across regions or business groups
• 7+ years of experience doing quantitative analysis, statistical modeling or machine learning in the experimentation space
• A minimum of 2 years of experience working on consumer facing products
• Prior experience deploying GenAI applications at scale with advanced working knowledge evaluating and measuring these systems