Director, Data Science, Care

We are seeking an experienced and visionary Senior Director of Data Science to lead our Care Data Science team. In this role, you will be responsible for developing and executing a comprehensive data science strategy that drives customer satisfaction, optimizes operational efficiency, and will help retain millions of users and billions in revenue. You will work closely with cross-functional teams to identify opportunities, design experiments, and help develop AI and automation solutions. You will partner with cross-functional teams on building out cutting edge agentic capabilities to scale customer support. The team is split between EMEA and NORAM, with a larger presence in EMEA. We are looking for a NORAM-based leader to help us navigate partnerships with primarily US-based partner teams (Monetization, Facebook, Instagram, AI Automation and Solutions) and executive presentations to the COO and CEO.We are a team of innovators and problem solvers who are passionate about using data science to drive impact and improve the lives of our customers. As part of the Care organization, we are dedicated to building out world-class support experiences that empower our customers to get the most out of our products. We are in the process of building out cutting edge solutions that rely on the latest LLM/agentic technologies to scale our solutions to billions of people, including advertisers and creators around the world. These efforts are part of the top 5 Meta priority areas.

Director, Data Science, Care Responsibilities:

• Leadership: Lead a team of ~50 data scientists, including 1 Director, and provide mentorship, guidance, and coaching to help them achieve their goals.
• Strategy Development: Develop and execute a comprehensive data science strategy that aligns with the org’s overall goals and objectives.
• Business Impact: Drive customer satisfaction by identifying opportunities, designing experiments, and enabling development of AI and automation solutions.
• Customer Satisfaction: Improve customer satisfaction by analyzing key drivers (e.g.: issue resolution), identifying pain points, and developing solutions that address those issues.
• Operational Efficiency: Optimize operational efficiency by analyzing processes, identifying bottlenecks, and developing solutions that streamline operations.
• Collaboration: Work closely with cross-functional teams, including product management, engineering, and operations, to ensure alignment and effective execution. Collaboration with partner organizations, such as Monetization, Facebook, Instagram, AI Automation and Solutions.
• Communication: Communicate complex technical concepts to non-technical stakeholders, including executives, product managers, and engineers.
  
  

Minimum Qualifications:

• Education: PhD or Master's degree in Computer Science, Statistics, Mathematics, or related field
• Experience: 15 years of experience in data science, with at least 10 years in a leadership role
• Technical Skills: Directing programming work (Python, R, or SQL) and statistical analysis. Experience with machine learning frameworks
• Business Acumen: Strong understanding of business principles and practices, including finance, marketing, and operations
• Communication: Excellent communication and presentation skills, with the ability to communicate complex technical concepts to non-technical stakeholders
• Leadership: Proven track record of building and leading high-performing teams and developing talent
  
  

Preferred Qualifications:

• Industry Experience: Experience in the technology industry, particularly in the areas of customer support or care
  
  

About Meta:

Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.

Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.

Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@meta.com.

$314,000/year to $361,000/year bonus equity benefits

Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base compensation, Meta offers benefits. Learn more about benefits at Meta.