Data Science Manager, Customer Support AI Solutions London, UK • Data & Analytics • Data Scienc[...]

Data Science Manager, Customer Support AI SolutionsAs a Data Science Manager at Meta, you will help shape the future of the experiences we build for billions of people and hundreds of millions of businesses, creators, and partners around the world.In this role, you will lead a data science team charged with revolutionizing customer support by bringing state-of-the-art Generative AI and advanced AI capabilities to scale support for billions of users worldwide. This is a unique opportunity to shape the future of AI-driven customer experiences, working at the forefront of AI innovation in a company dedicated to pushing the boundaries of technology. You will lead a high impact team of data scientists and AI experts, collaborate with cross-functional leaders, and influence product strategy to deliver transformative AI-first solutions.We are looking for an experienced AI-native Data Science leader to help Meta bring state-of-the-art GenAI capabilities to our customer support area. We have a bold vision to scale customer support to billions of customers with AI-first offerings.Product leadership: You will use data to understand the product and business ecosystem, quantify new opportunities, identify upcoming challenges, and shape product development to bring value to people, businesses, and Meta. You will help develop strategy and support leadership in prioritizing what to build and setting goals for execution.Analytics: You will guide product teams using data and insights. You will focus on developing hypotheses and employ a toolkit of rigorous analytical approaches, different methodologies, frameworks, and technical approaches to test them.Communication and influence: You won’t simply present data, but tell data-driven stories. You will convince and influence leaders using clear insights and recommendations. You will build credibility through structure and clarity, and be a trusted thought partner.People leadership: You will inspire, lead and grow a team of data scientists and data science leaders.Data Science Manager, Customer Support AI Solutions Responsibilities* Lead Strategic AI Initiatives: Define and drive the vision for applying advanced AI and Generative AI solutions to innovate and scale Meta’s Customer Support experiences* Build and Inspire a High-Impact Team: Recruit, mentor, and develop a world-class team of data scientists and AI specialists, fostering a high-performance and collaborative environment* Deliver Impact at Scale: Ensure AI solutions are robust, scalable, and measurable, delivering clear business value and personalized customer experiences* Foster Cross-Functional Collaboration: Partner with product managers, engineers, operations, and leadership across Meta to integrate AI-first solutions that address critical business challenges* Champion Growth and Innovation: Advocate for ongoing learning, experimentation, and adoption of new AI approaches within your team and the broader Meta communityMinimum Qualifications* BS degree in a quantitative discipline (e.g., statistics, operations research, econometrics, computer science, engineering), or BS/MS in a quantitative discipline with equivalent working experience* A minimum of 7 years of work experience (3+ years with a PhD) in applied quantitative field, including 2+ years of experience managing analytics teams* 5+ years of experience in a team leadership role, including 2+ years of experience with people management through layers* Experience communicating both in low-level technical details as well as high-level strategies* Experience in cross-functional partnership among teams of Engineering, Design, Product Management, Data Engineering* Experience with driving product roadmap and executionPreferred Qualifications* Master’s or Ph.D. degree in Mathematics, Statistics, Computer Science, Engineering, Economics, or another quantitative field* Proven track record of leading analytics teams that deliver on multiple projects or programs across regions or business groups* 7+ years of experience doing quantitative analysis, statistical modeling or machine learning in the experimentation space* A minimum of 2 years of experience working on consumer facing products* Prior experience deploying GenAI applications at scale with advanced working knowledge evaluating and measuring these systemsAbout MetaMeta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics. Equal Employment OpportunityMeta is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice .Meta is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, fill out the .APPLY NOW## Find your roleExplore jobs that match your skills and experience. Search by technology, team or location to find an opening that’s right for you.
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