Data Scientist (L5) – Customer Service Analytics & Insights | Driving Member Experience Excellence Through Data-Driven Decision Making

• --

Join arenaflex: Redefining Entertainment Through Data Innovation

Are you ready to be part of a company that is transforming how the world experiences entertainment? At arenaflex, we believe in the power of storytelling to bring people together, and we're looking for a talented Data Scientist (L5) to help us elevate our Customer Service organization to new heights. With over 300 million paid memberships across more than 190 countries, arenaflex offers unparalleled access to television series, films, and games across virtually every genre and language imaginable. Our members have the freedom to play, pause, and resume their viewing experience anytime, anywhere, and can easily adjust their plans as their needs evolve.

Our Customer Service organization is the frontline of our commitment to ensuring nothing comes between our members and their favorite content. We are seeking a Data Scientist who will serve as a key strategic partner in guiding our CS teams to deliver top-notch customer experiences that align with arenaflex's business strategy and are executed with exceptional operational excellence. This is a unique opportunity to make a significant impact on millions of members worldwide while working alongside some of the brightest minds in the industry.

What You'll Do

As a Data Scientist (L5) specializing in Customer Service Analytics at arenaflex, you will play a pivotal role in shaping how we measure, understand, and improve the member experience. Your work will directly influence strategic decisions that affect millions of customers across the globe. Here's what you can expect in this role:

Metrics Evolution & Strategy

• Lead the evolution of Customer Service metrics, identifying "north star" metrics that capture the essence of member satisfaction and operational excellence


• Develop comprehensive frameworks that enable CS teams to understand and drive the metrics that matter most to our business


• Create sophisticated measurement systems that provide real-time visibility into customer service performance


• Establish best practices for metric tracking, reporting, and analysis across the organization

Business Analysis & Measurement

• Think critically about complex business problems and deploy the most appropriate measurement techniques to address them


• Apply advanced statistical methodologies to extract meaningful insights from large, complex datasets


• Design and implement analytical frameworks that translate data into actionable business recommendations


• Develop predictive models that forecast customer behavior and service trends

Cross-Functional Partnership

• Partner closely with executives, Product Managers, Data Engineers, Analytics Engineers, and Finance to foster a statistically rigorous, data-driven decision-making culture within Customer Service


• Serve as the primary data science resource for CS leadership, providing strategic guidance on key initiatives


• Collaborate with Product teams to ensure CS insights inform product development and feature improvements


• Work with Engineering to advance data infrastructure and analytical capabilities


• Partner with Finance to align CS metrics with business performance and financial objectives

Experimentation & Research

• Identify opportunity areas for experimentation and research that can drive meaningful improvements in member experience


• Design, execute, and analyze A/B tests and quasi-experiments to evaluate the impact of operational changes


• Develop innovative research methodologies to address complex causal inference challenges


• Stay current with emerging data science techniques and evaluate their applicability to CS challenges

Enterprise-Wide Impact

• Expand the use of Customer Service metrics across arenaflex, where they hold valuable insights for Product, Engineering, and Data Science teams


• Communicate CS findings in ways that resonate with diverse stakeholders across the organization


• Contribute to the broader data science community at arenaflex through knowledge sharing and collaboration


• Advocate for data-driven approaches to customer experience improvement company-wide

What We're Looking For

We're seeking a candidate who combines strong technical expertise with the ability to drive business impact through data. Here's what we believe will make you successful in this role:

Essential Qualifications

• Advanced Degree: Master's or PhD in Statistics, Mathematics, Physics, Economics, or a related quantitative field


• Statistical Expertise: Strong statistical knowledge and intuition, with demonstrated experience developing business-centric metrics frameworks that drive organizational decision-making


• Technical Skills: Strong SQL skills and programming experience, with Python preferred for data analysis and modeling


• Communication Abilities: Exceptional ability to effectively communicate technical concepts and convey clear recommendations to a variety of audiences, including Engineering teams, Product managers, and senior leadership


• Measurement Techniques: Experience with a wide range of measurement and prediction techniques, including correlation analysis, observational causal inference, forecasting, and quasi-experimentation


• Data Handling: Comfort working with complex data and the ability to thrive with minimal oversight in a dynamic, fast-paced environment


• Learning Mindset: Prior experience with Customer Service is not required, but a genuine desire to learn and become an expert in the domain is essential

Preferred Qualifications

• Experience in subscription-based businesses or entertainment platforms


• Familiarity with customer experience measurement methodologies such as NPS, CSAT, and CES


• Knowledge of machine learning techniques for classification, clustering, and prediction


• Experience with cloud-based data platforms and big data technologies


• Background in operational analytics or workforce management


• Track record of driving measurable business impact through data-driven recommendations

Skills & Competencies for Success

Beyond technical qualifications, we value certain personal attributes that will help you thrive at arenaflex:

• Intellectual Curiosity: A natural inclination to question assumptions, explore new approaches, and dig deep into complex problems


• Business Acumen: Ability to translate data insights into business recommendations that drive measurable outcomes


• Collaboration: Strong interpersonal skills that enable effective partnerships across functional boundaries


• Adaptability: Comfort with ambiguity and the ability to prioritize effectively in a rapidly evolving environment


• Ownership Mindset: Takes accountability for results and sees projects through from conception to impact


• Communication Excellence: Can tailor messaging to different audiences and translate technical concepts for non-technical stakeholders

Career Growth & Learning Opportunities

At arenaflex, we believe in investing in our people and supporting their professional development. As a Data Scientist (L5) in our Customer Service organization, you'll have access to:

• Domain Expertise Development: Deep exposure to customer service operations, member experience metrics, and operational excellence frameworks


• Technical Advancement: Opportunities to work with cutting-edge analytical tools and methodologies


• Cross-Functional Exposure: Regular collaboration with Product, Engineering, Finance, and executive leadership


• Career Progression: Clear pathways for advancement to senior data science roles and leadership positions


• Learning Culture: Access to internal knowledge sharing sessions, conferences, and training programs


• Impact at Scale: The chance to drive meaningful improvements that affect millions of members worldwide

Work Environment & Culture

Arenaflex is more than a workplace – it's a community of innovators, dreamers, and doers who are passionate about entertainment and customer experience. Here's what you can expect:

• Freedom and Responsibility: We operate with a unique culture of freedom and responsibility, trusting our employees to make decisions that benefit our members


• Innovation Focus: We encourage experimentation and learning from both successes and failures


• Inclusive Environment: We celebrate diverse perspectives and believe that diverse teams build stronger products


• Work-Life Balance: We offer flexible time off and support our employees' well-being


• Collaborative Spirit: Cross-functional collaboration is at the heart of how we work

Compensation & Benefits

At arenaflex, we believe in transparency and choice when it comes to compensation. Our structure consists solely of an annual salary – we do not offer bonuses. Instead, you choose each year how much of your compensation you want in salary versus stock options, giving you flexibility to align your compensation with your personal financial goals.

The range for this role is $170,000 - $720,000. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range.

arenaflex provides comprehensive benefits including:

• Health Plans with comprehensive medical, dental, and vision coverage


• Mental Health support and resources


• 401(k) Retirement Plan with employer match


• Stock Option Program


• Disability Programs


• Health Savings and Flexible Spending Accounts


• Family-forming benefits


• Life and Serious Injury Benefits


• Paid leave of absence programs


• Flexible time off (full-time salaried employees are immediately entitled to flexible time off)


• 35 days annually of paid time off for full-time hourly employees (vacation, holidays, sick time)

Join Our Team

If you're passionate about using data to drive meaningful improvements in customer experience and want to be part of a company that is transforming entertainment for millions of people worldwide, we encourage you to apply for this opportunity.

At arenaflex, we believe that inclusion drives innovation and strengthens our team. We are an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

If you need an accommodation or adjustment for a disability or any other reason during the hiring process, please contact your recruiting partner. We're committed to providing a meaningful interview experience for all candidates.

We invite you to bring your unique perspective, skills, and experiences to arenaflex and help us continue to deliver extraordinary entertainment experiences to members around the world. Apply today and become part of something extraordinary.