Analytics Manager, Consumer Support

Minimum qualifications:

• Master's degree in a Science, Technology, Engineering, Mathematics field or equivalent practical experience.
• 7 years of industry or PhD Data Science experience.
• Experience in causal inference, A/B testing, statistical modeling, or machine learning.
• Experience programming with SQL and Python, leveraging ML or statistical libraries (e.g., TensorFlow, Scikit-learn, XGBoost, Keras, Pandas).
• Experience with people management within a Data Science or analytical team.

Preferred qualifications:

• PhD in Science, Technology, Engineering, Mathematics fields.
• Experience in a Data Science role supporting Sales, Marketing, or Customer Support.
• Experience in Natural Language Processing (NLP), Large Language Models (LLMs), Generative AI, and R.
• Experience drawing conclusions from data, breaking down technical concepts into simple terms, connecting with, and presenting to, technical and non-technical stakeholders, and recommending actions.
• Publications related to Data Science, posters or presentations in AI/ML conferences, or patents.

About the job

As the Head of Technology Delivery and Content Analytics, you will lead the data science team dedicated to supporting gUP-wide technology capabilities such as automated solutions for Support flows and gTech Users and Products (gUP) Support Content Strategy by co-owning delivery of all phases of user success initiatives such as opportunity sizing, recommendations generation, implementation, and success measurement.

Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.

The US base salary range for this full-time position is $197,000-$291,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Responsibilities

• Lead a team of Data Scientists in delivering project work including implementing data science solutions, improving data pipelines, developing evaluation metrics, or building statistical models that provide insights to the business.
• Manage teams, stakeholders, and programs of work that adhere to the team's development process.
• Design experiments and use causal inference to measure effectiveness of models, tools, and programs.
• Build a team with a collaborative and growth culture, develop the team to reach their career goals through coaching and development opportunities.