Data Science Manager, Help Journey

Key Skills

Apache Hadoop, C Programming, C++, Data science techniques, Java Programming, Machine learning techniques, MapReduce, Python Programming, PyTorch, R Programming, Scala Programming, SQL, TensorFlow

Job Description

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 200,000 businesses nationwide.

Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That’s why we’re committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy. 

Gusto is looking for an experienced data science leader to head our Employer Help Journey Data Science team, a critical component of how we build a software product and service organization to delight our customers. The Employer Help Journey team focuses on ensuring our customer base is successful at engaging with Gusto’s full suite of offerings, and can access the assistance and service they need when they need it. In this role you will lead a team of data scientists conducting experiments, advanced analytics and building machine learning solutions to support and augment Gusto’s Product and Service organizations. You will also partner closely with our extended Employer team - including engineers, product managers, designers, customer service providers and more.

The Data Science team leverages Gusto’s data to deliver data-informed insights for our customers and guide product direction and decision-making. We operate full-stack, conducting analyses, prototyping and deploying predictive models and statistical tools both for internal use and for our customers.

Here’s what you’ll do day-to-day

• Lead Gusto’s Help Journey Data Science team - recruit, hire, empower and coach a team of data scientists working to support Gusto’s customer base through a software solution and service that our customers love.
• Partner with Product, Customer Service, and Operations teams to drive data efforts for all Help Journey workstreams, using all of the tools in our data science toolkit - making the product more intuitive and delightful, helping customers find the answers to their own questions themselves and helping our customer service team provide the right answer quickly when a customer needs us. 
• Work with our engineering, Salesforce and Customer Service counterparts to develop and deploy critical technology for tracking, parsing and addressing customer needs.
• Identify new opportunities to leverage data to improve Gusto’s products and help our business
• Present and communicate results to stakeholders across the company

Here’s what we're looking for:

• 8+ years of data science experience, with 3+ years leading a growing data science team
• Very strong communication and cross-functional partnership skills
• Able to lead both analytical and machine learning/algorithmic data scientists and work streams - we have both on this team!
• Experience optimizing or analyzing service organization challenges at consumer or SMB technology companies a plus
• Strong programming skills - comfortable with coaching and reviewing all phases of the data science development process, from initial analysis and model development all the way through to deployment
• Experience applying advanced statistical and modeling techniques to solve business problems
• Excellent communication skills - able to effectively deliver findings and recommendations to non-technical stakeholders in a clear and compelling fashion