Data Scientist, Product Analytics - 1037

Company Description Etsy is the global marketplace for unique and creative goods. We build, power, and evolve the tools and technologies that connect millions of entrepreneurs with millions of buyers around the world. As an Etsy Inc. employee, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human Job Description What’s the role? We are looking for an experienced Analytics professional to support the product and operations teams responsible for building solutions to deliver effortless, human support to buyers and sellers. Your team’s work ensures Etsy provides world-class customer support and a safe, trusted marketplace for the millions of buyers and sellers in the Etsy community. As a Data Scientist working in the Customer Support area you will work to deliver clear insights, and provide access to metrics, data, and tools needed for decision-making and optimization at all levels of the organization. Are you passionate about using sophisticated behavioral analysis to drive product development and strategy in customer support? If so, this could be a great match. This is a contract position covering for an internal leave reporting to the Sr Manager of Customer Support & Outsourcing Analytics. What’s this team like? • You would be joining the Customer Support Analytics team, which provides analytics support to Customer Support and related Product and Engineering teams. • We are a hybrid team made up of Data Scientists and Analysts who support product launches and experiments, conduct proactive analyses using Etsy data to uncover new opportunities, and enable self-service reporting for operations across our partner teams. • Your main partners would belong to the Customer Support and Product-Engineering teams, whose mission is to drive customer loyalty and retention through available, reliable, and delightful support and to enable scalable growth through automation and operational efficiency. What does the day-to-day look like? Partner with operations leaders and product managers within our Customer Support operations & product teams; combine support and Etsy user behavioral data to shed light on opportunities for improving the effectiveness and user experience of Etsy’s Order Issue resolution flow (including buyerseller conversations platform, order help requests, and Etsy Purchase Protection) and conduct proactive analysis of the buyer and seller experience of using Etsy support products and tools.Identify impactful metrics to understand the performance of your partner teams, and ingrain these metrics into teams’ day-to-day decision-making.Lead proactive analyses to uncover opportunities, help teams set strong hypotheses, and deliver robust analysisPartner with product, engineering, design teams; use behavioral and transactional data to shed light on our users and our support product experience, identify areas for improvement, and drive decision-making.Lead experimentation, help teams set strong hypotheses, and deliver robust analysis of experiment results.Continually evaluate and refine your technical toolkit; teach what you learn to the team.Of course, this is just a sample of the kinds of work this role will require. You should assume that your role will encompass other tasks, too, and that your job duties and responsibilities may change from time to time at Etsy's discretion, or otherwise applicable with local law. Qualifications Qualities that will help you thrive in this role are: Must Haves • 4+ years of proven success as a data scientist or analyst focused on supporting product teams with data access, reporting, and insights. • Successful track record of distilling highly complex problems into narratives that are concise, action focused, and memorable. • High proficiency with SQL • Strong grasp of advanced statistical concepts (AB testing, statistical power, time series, causal inference), statistical scripting languages (e.g. Python, R) Nice To Haves • Ability to communicate insights to senior executives verbally, visually, and in writing. • Curious mentality to drive creative problem-solving and business impact • Experience working with Customer Support analytics Details/Notes • The interview process for this role will be a 30 minute hiring manager screen, followed by a 45 minute live SQL technical assessment by a member of the team