Senior Data Scientist

For over 20 years, Microsoft Gaming has been on a mission to bring the joy and community of gaming to everyone on the planet. We have a diverse and rich portfolio of products and gaming franchises, including Xbox, Minecraft, Zenimax, Activision, Blizzard, King, and more. We empower players to play the games they want, with the people they want, anywhere they want.

The Player Support Experience (PSE) organization is part of the Gaming Product Services and Operations (GPSO) organization in Microsoft Gaming and is on a mission to keep players gaming. PSE drives the digital transformation of Gaming Support, provides personalized, predictive and proactive support to players across all Gaming endpoints, and ultimately delivers gamer happiness through empathy and customer obsession. As a Senior Data Scientist you'll help build backend services, apps and web experiences, AI and ML systems, and dashboards and alerting that enable Microsoft Gaming to listen to our players and prevent issues before they happen and to deliver personalized, predictive, and proactive support that solves problems and makes everyday tasks for our players easier than before.

As a Senior Data Scientist in PSE, you’ll deliver and implement core requirements of our AI-driven support strategy by building and fine-tuning AI models and experimentation scorecards, and analyzing data to measure the impact of AI-driven products. This opportunity will allow you to be a leader for the data science approach and implementation in the team, increase your strategic thinking, and deliver value to the Microsoft Gaming business and to our millions of players. You will partner with other product managers who are defining the customer-facing experience and service requirements for our AI strategy and will bridge the gap to ensure our AI models, experimentation, and data enable us to deliver those requirements. Ultimately, you must be hands-on and deliver this work for a breadth of products and programs. You’ll be able to work in person, remotely, or a mix in order to collaborate with our team that is geographically dispersed.

You’ll be a great fit for this role if you have direct experience in fine-tuning AI models, building new experimentation scorecards, and analyzing data to support a product portfolio, if you are obsessed about delivering great products for gaming players, if you can partner with people across operational and engineering roles and at different levels of altitude simultaneously, and if you can wear many hats to bring value to projects, partnerships, and plans.

Responsibilities

• Acquire the data necessary for your project plan and develop usable data sets for modeling. Update internal best practices for data collection and preparation, and contribute to data integrity conversations with customers.
• Help develop and ship large language model applications to customers and measure the impact of those models. Monitor, refine, and fine-tune those models.
• Evaluate the team’s models and recommend improvements as necessary, drive best practices for models, and develop operational models that run at scale. You’ll also conduct thorough reviews of data analysis and modeling techniques, and identify and invent new evaluation methods.
• Research and maintain a deep knowledge of the industry, including trends and technologies, so that you can identify strategy opportunities and contribute to thought leadership best practices. You’ll also write extensible code that spans multiple features, and develop expertise in proper debugging techniques.
• Define business, customer, and solution strategy goals, and partner with other teams to identify and explore new opportunities. You’ll also apply a customer-oriented focus to understand their needs, and help drive realistic customer expectations.
• Define experimentation plans and build updated scorecard metrics to measure the success and impact of numerous product experiments.
• Partner with PSE Leadership and Product Managers to assess gap-upside for future strategic efforts, business development partnerships, and other potential areas for growth.
• Ensure team KPIs and goals tie back to Gaming division business drivers. Help drive the planning, measurements, and reporting for OKRs at the PSE-level.
• Partner with stakeholders across the team, organization, and company to drive operational excellence, partnerships, and impact.
• Influence the broader PM team in data skills, analysis, expertise, and usage to drive research and decision-making.
• Foster a learning culture, not a knowing culture, where data helps employees seize opportunities to learn, fail fast, and iterate.
• Embody our Culture and