Senior Data Science Manager, Customer Experience at Headway

Headway

New York, New York, United States; San Francisco, California, United States; Seattle, Washington, United States·8h ago

SeniorFull-timePythonData ScienceAIData

Salary Range

$104,975 - $142,025 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

We are looking for a Data Science Manager for Customer Experience to join Headway, a company building a new mental healthcare system that everyone can access. This role will define and lead the insights strategy for Headway’s customer experience ecosystem, focusing on delivering timely, meaningful support through best-in-class tooling, automation, and AI.

Key Responsibilities

→Lead and grow a high-performing team of Data Scientists, fostering a culture of technical excellence and strategic thinking.
→Develop quarterly roadmaps with cross-functional partners, align Data Science resources, and oversee execution of timely and high-quality work.
→Drive insights and decisions through strategic analysis, reporting, predictive modeling, and experimentation.
→Architect a measurement framework that isolates how human agents, AI, and company policies contribute to customer sentiment to determine which levers we can pull to improve satisfaction.
→Partner cross-functionally to design and build performance management systems to ensure world-class customer experience at scale.
→Stay close to the data by tackling strategic projects yourself, surfacing gaps in our data and understanding of our customers.
→Translate complex technical findings into clear, actionable recommendations for executive stakeholders.

Requirements

✓8+ years of experience in data science or analytics roles
✓3+ years of experience managing and developing teams
✓Experience working on customer experience, support systems, or service operations
✓Proven success partnering cross-functionally with Product, Engineering, and Customer Experience
✓Deep expertise in measurement science and causal inference, especially Bayesian A/B testing
✓Proficient in forecasting and predictive modeling techniques
✓Hands-on technical fluency in SQL and Python or R
✓Experience adopting and championing AI-assisted tools to accelerate and automate data workflows
✓Strong communication and stakeholder management skills