Senior Data Scientist – Customer Service Analytics & Metrics Innovation (Level 5) – arenaflex

About arenaflex

arenaflex is a global leader in entertainment streaming, delivering a diverse portfolio of TV series, films, documentaries, and interactive experiences to more than 300 million paid members across 190 countries. Our platform empowers members to watch, pause, and resume content anytime, anywhere, and to tailor their subscription plans to fit their lifestyle. As the industry continues to evolve, arenaflex remains at the forefront of innovation, leveraging cutting‑edge technology, data‑driven insights, and a relentless focus on member satisfaction.

Why Join arenaflex?

At arenaflex, you will be part of a mission‑driven organization that believes great entertainment should be accessible, personalized, and seamless. Our Customer Service (CS) organization is the guardian of the member experience, ensuring that nothing stands between a subscriber and their favorite show, movie, or game. By joining our data science team, you will directly influence the strategic direction of CS, shaping the metrics that define success and driving a culture of evidence‑based decision‑making across the company.

Key Responsibilities

• Metric Leadership: Define, evolve, and champion “north‑star” metrics for the CS organization, translating high‑level business goals into actionable data signals.
• Strategic Measurement: Analyze complex business problems, select appropriate statistical techniques, and build robust measurement frameworks that guide product and operational decisions.
• Cross‑Functional Partnership: Collaborate closely with senior executives, product managers, data engineers, analytics engineers, and finance leaders to embed a statistically rigorous, data‑driven culture throughout CS.
• Experimentation & Research: Identify high‑impact opportunity areas, design quasi‑experimental studies, and lead research initiatives that uncover hidden levers for improving member experience.
• Insight Expansion: Extend CS metrics to inform broader product, engineering, and data science teams, ensuring that insights flow seamlessly across the organization.
• Thought Leadership: Mentor junior analysts, present findings to diverse audiences, and influence strategic roadmaps with clear, data‑backed recommendations.
• Data Stewardship: Work with large, complex datasets, maintain data quality standards, and develop scalable pipelines that support real‑time analytics.

Essential Qualifications

• Advanced degree (M.S. or Ph.D.) in Statistics, Mathematics, Physics, Economics, or a related quantitative discipline.
• Deep statistical intuition and hands‑on experience building business‑centric metric frameworks that drive measurable outcomes.
• Proficiency in SQL and a programming language such as Python (or equivalent) for data manipulation, modeling, and automation.
• Demonstrated ability to translate technical concepts into clear, actionable recommendations for engineering, product, and senior leadership audiences.
• Experience with a broad suite of measurement and prediction techniques, including correlation analysis, observational causal inference, forecasting, and quasi‑experimental design.
• Comfort navigating complex, high‑volume data environments with minimal supervision, while maintaining rigorous analytical standards.
• Strong written and verbal communication skills, with a track record of influencing cross‑functional stakeholders.

Preferred Qualifications & Skills

• Prior exposure to customer service operations, contact‑center analytics, or member experience domains (not mandatory, but a strong interest is essential).
• Familiarity with modern data stack tools such as dbt, Snowflake, or BigQuery, and experience building reusable analytics pipelines.
• Knowledge of A/B testing, multi‑armed bandit experimentation, and causal inference frameworks (e.g., DoWhy, CausalImpact).
• Experience presenting to C‑suite executives and influencing strategic product roadmaps.
• Ability to thrive in a fast‑moving, ambiguous environment while delivering high‑quality analytical output.
• Passion for entertainment media, streaming technology, and the evolving expectations of global audiences.

Core Competencies & Skills

• Analytical Rigor: Ability to design, execute, and interpret sophisticated statistical analyses with an eye for business relevance.
• Data Storytelling: Craft compelling narratives that turn raw data into strategic insight, using visualizations and clear language.
• Collaboration: Build strong relationships across product, engineering, finance, and leadership to champion data‑driven initiatives.
• Problem Solving: Break down ambiguous business challenges into tractable analytical problems and propose data‑centric solutions.
• Technical Proficiency: Mastery of SQL, Python (pandas, NumPy, scikit‑learn), and familiarity with cloud‑based data warehouses.
• Adaptability: Quickly learn new domains (e.g., CS processes) and apply statistical expertise to unfamiliar problems.

Career Growth & Learning Opportunities

At arenaflex, your career trajectory is shaped by both ambition and impact. As a Level 5 Data Scientist, you will have a clear path toward senior leadership roles such as Principal Data Scientist, Analytics Director, or Head of Customer Experience Analytics. We invest heavily in continuous learning—offering tuition reimbursement, internal workshops, mentorship programs, and access to industry conferences. You will also have the chance to work on high‑visibility projects that directly affect millions of members, positioning you as a thought leader within the organization and the broader data science community.

Work Environment & Culture

Our culture is built on curiosity, inclusion, and relentless improvement. arenaflex fosters an environment where diverse perspectives are celebrated, and every voice is heard. Teams operate with a high degree of autonomy, empowered to experiment, fail fast, and iterate. Flexible work arrangements, remote‑first policies, and a supportive leadership team ensure you can balance personal well‑being with professional excellence. We champion a collaborative atmosphere where data scientists, engineers, product managers, and designers co‑create solutions that delight members worldwide.

Compensation, Benefits & Perks

arenaflex offers a competitive compensation package anchored by a generous annual salary ranging from $170,000 to $720,000, with the flexibility to allocate a portion of your total compensation toward stock options. Our benefits suite includes:

• Comprehensive health, dental, and vision plans, plus mental‑health resources.
• 401(k) retirement plan with company match, and a robust Stock Option Program.
• Disability coverage, Health Savings Accounts (HSA), and Flexible Spending Accounts (FSA).
• Family‑forming benefits, parental leave, and life & serious injury insurance.
• Paid time off: salaried employees enjoy flexible PTO from day one; hourly employees accrue 35 days annually.
• Paid leave of absence programs, wellness stipends, and employee assistance programs.
• Access to cutting‑edge technology, learning platforms, and internal hackathons.

How to Apply

If you are ready to shape the future of customer experience at a world‑leading entertainment platform, we invite you to submit your application. Please click the link below to begin the process:

Apply to this role at arenaflex

Commitment to Inclusion & Diversity

arenaflex is an equal‑opportunity employer that celebrates diversity as a source of strength. We are committed to creating an inclusive interview experience for all candidates. If you require accommodations or adjustments during the hiring process, please reach out to your recruiting partner. Our policies prohibit discrimination on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender identity or expression, age, disability, medical condition, pregnancy, genetic information, marital status, or military service.

Take the Next Step

Ready to make an impact on millions of members worldwide? Join arenaflex and become a catalyst for data‑driven excellence in customer service. Bring your analytical expertise, curiosity, and passion for entertainment to a team that values innovation, collaboration, and personal growth. Apply today and help us define the next generation of member experiences.