We're seeking a Director of Data Science for Operations to lead data science and applied AI across two connected domains: our operational core and the post-sales product experience. You'll partner with operations, finance, product, and engineering leadership to turn complex data into intelligent systems, decisions, and measurable impact-spanning internal operational efficiency and customer-facing AI products like support agents and onboarding. This is a player-coach leadership role: you'll set technical direction, build and develop a team, and own outcomes across both internal operations and in-product intelligence. This role has significant latitude to work on and invent new high ROI projects- the only limit is your creativity. What You'll Do • Own the data science and applied AI roadmap for operations-agentic systems, forecasting, lead scoring, voice of the customer aggregation, and decision-support that improve throughput, reliability, and unit economics. Build agents and AI workflows that don't just predict but act. • Own the data science and AI behind post-sales product experiences, including the support agent, onboarding intelligence, and customer success automation-from design through production deployment, evaluation, and quality monitoring. • Lead, hire, and develop a data science team executing on operational and product-facing work; set standards for technical rigor, evaluation, and production quality. • Partner with operations, finance, and product leadership to identify high-leverage problems, frame them, and translate them into operational decisions and shipped AI capabilities. • Drive the full lifecycle from problem definition through deployment and monitoring, ensuring systems hold up in production-whether powering an internal forecast, an autonomous workflow, or a live customer interaction. • Establish metrics and evaluation frameworks connecting this work to operational, financial, and customer outcomes (e.g., deflection, resolution quality, time-to-value, retention), including rigorous evaluation of non-deterministic AI systems. • Collaborate with data engineering, machine learning engineering, platform, and product teams on the infrastructure, data quality, orchestration, tooling, and guardrails these systems depend on. • Communicate findings and recommendations to executive stakeholders, balancing technical depth with business clarity. • Champion an AI/agent-first way of working within the team-both as a hands-on technical leader (e.g., Claude Code) and by inventing agentic systems that make the team faster. What You'll Bring • 8+ years in data science or applied AI/ML, with 5+ years leading and growing teams. • Demonstrated track record deploying systems that delivered measurable impact-across both internal operational decisions and customer-facing AI features. • Strong foundation in statistics and ML, plus depth in modern AI: LLMs, agentic systems, orchestration (e.g., tool use, MCP), retrieval, and the evaluation practices these require. • Experience building or owning production AI systems-agents, conversational systems, or autonomous workflows-and the eval, monitoring, and safety practices they demand. • Fluency in SQL and Python; familiarity with modern data and AI stacks (cloud warehouses, dbt, LLM/agent deployment pipelines). • Proven ability to partner with non-technical executives and translate ambiguous business problems into tractable work. • Comfort operating in a fast-moving, data-rich environment where decisions carry real operational, cost, and customer-experience consequences. Nice to Have • Background in B2B SaaS, marketplaces, logistics, or field operations. • Familiarity with customer success, onboarding, or support operations as a domain. Be Human With Us: Being human isn't about checking every box on a list. It's about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we're solving. We're in this together. Come be human, with us. Use of AI Technology: We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams. What We Offer: When you join our team, you're not just accepting a job. You're making a career move. Here's how we'll support you in doing some of the most impactful work of your career: • Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more. • Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to One Medical. • Support for Titans at all stages of life: Parental leave and support, up to $20k in fertility services (i.e. IUI and IVF), surrogacy, and adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.