Manager of Data Science & Analytics, Help Experience

About This Opportunity

We are representing a leading European technology company in the sustainable commerce space. Our client is seeking a Manager of Data Science & Analytics to build and lead a team focused on optimizing customer support tools and operations. This is a high-impact leadership role based in Berlin, offering the opportunity to shape both people and product strategy in a fast-growing organization.

You will manage a team of 6 individual contributors across two disciplines: Decision Scientists who design experiments and measure support quality, and Data Scientists who build production machine learning models. Your team will directly influence how millions of users receive help, working closely with Product, Engineering, Design, and Operations partners.

Responsibilities

• Build, grow, and structure a Data Science & Analytics team, hiring and mentoring Decision Scientists and Data Scientists focused on support agent tooling and quality measurement
• Develop team members through situational leadership, providing candid feedback and creating clear career pathways across all seniority levels
• Define and own metrics for support agent and vendor resolution quality, translating insights into actionable coaching, routing, and operational decisions
• Raise standards in experimentation, analytics, and ML modeling by adopting industry best practices and leading post-experiment reviews to refine strategy
• Drive sustainable high performance by accelerating experimentation and model deployment while protecting team health and code quality
• Co-create vision, strategy, and tactical roadmaps for your domain, balancing long-term goals with immediate business needs
• Partner as an equal with cross-functional leaders, challenging roadmaps with evidence and balancing strategic vision with hands-on problem-solving

What We're Looking For

• Strong professional experience in Decision Science, Data Analytics, or Data Science, with proven experience leading or mentoring others (as a manager, tech lead, or similar role)
• Leadership skills that include tailoring your approach to individuals, delivering direct feedback, and actively protecting team wellbeing
• Ability to translate high-level strategy into actionable tactical plans, evaluating trade-offs and managing risks across competing priorities
• Track record of steering teams toward high-impact problems despite ambiguity, especially in challenging measurement domains like quality metrics for support operations
• Technical expertise spanning both Decision Science and Data Science: proficient in SQL, Python, inferential statistics (A/B testing, causal inference), and production ML systems
• Commitment to clean, reproducible code and willingness to be hands-on when the team needs you
• Excellent communication skills in written and spoken English, with the ability to explain complex ideas to both technical and non-technical audiences
• Collaborative mindset with experience driving cross-functional and cross-domain initiatives as an equal partner to Product, Engineering, Design, and Operations peers
• Deep care for end users, your team members, and leading by example in organizational values

How We Work With You

When you apply through Get A Job.ai, our recruiting team will review your profile and schedule an initial screening call to understand your background and career goals. If there's a strong match, we'll submit your candidacy to our client and guide you through their interview process. Please do not contact the employer directly—all communication should go through our talent team to ensure the best experience for everyone involved.

Pay

This position offers a competitive compensation package. Specific pay details will be discussed during the screening process based on your experience and qualifications.

Location: Berlin, Germany (hybrid work model with approximately 2 office days per week recommended)

Employment Type: Full-time, permanent

Get A Job.ai is an equal opportunity recruiter. We welcome applications from candidates of all backgrounds and experiences.