Senior Data Scientist - Customer Service Forecasting

The Freemium R&D team oversees the entire user journey on Spotify and ensures we engage with people in innovative ways, every step of the way. Our team grows Spotify’s audience by finding future listeners around the world and delivering the right value to them, at the right time. With research, product development, product design, engineering, and marketing all collaborating in one organization, we’re able to quickly create meaningful features and services for millions of people around the world, resulting in joyful, long-lasting relationships with Spotify.
The Customer Service Forecasting team is the starting point for all Customer Service initiatives, with the goal of crafting a world-class customer experience! We forecast support demand for all of Spotify’s businesses (e.g. Spotify, Spotify for Artists, Podcasts, Live Events, etc.) in over eighteen languages. This is an ambitious and exciting role where you will be on the forefront of all new customer-facing initiatives. 
We are looking for an experienced Data Scientist to join the team. Your primary duty will be using time series modeling to predict customer service demand for our supported languages and products. You will work closely with our product and marketing partners to stay informed on new releases, features, or campaigns that could drive demand. You will also present your forecasts to leadership, explaining trends in the data and what is driving your predictions.

What You'll Do

• Build and maintain comprehensive forecasting models using statistical packages and regression analysis to forecast demand for customer service contact volume
• Forecast impact of product launches, new features, and marketing campaigns
• Facilitate collaboration with marketing, finance, product, and outsource partners in order to gather activities affecting forecast and staffing
• Provide short and medium term forecasts to account for changes in campaigns or volume disruptions
• Provide long-term forecasts to leadership and product owners in support of future pivotal initiatives.
• Frame issues effectively through storytelling, and interpret the outputs of statistical analysis into insights and business recommendations

Who You Are

• 4+ years of experience in a similar role and have a Master’s or similar degree in statistics, economics, mathematics or a related field
• Experience with quantitative research methods
• A strong foundation in Python, R, or Stata, with specific experience in regression analysis
• A high degree of competence with SQL/BigQuery
• Prior experience with data visualization tools, like Tableau
• Outstanding analytical and problem solving skills with the ability to think strategically and provide sound business recommendations
• Capable of tackling loosely defined problems
• Can clearly communicate technical work to non-technical audiences
• Experience forming relationships across all levels of an organization and are comfortable presenting to a broad range of audiences

Where You'll Be

• We are a distributed workforce enabling our band members to find a work mode that is best for them!
• Where in the world? For this role, it can be within the Americas region in which we have a work location.
• Prefer an office to work from home instead? Not a problem! We have plenty of options for your working preferences. Find more information about our Work From Anywhere options here.
• Working hours? We operate within the Eastern Standard time zone for collaboration.

The United States base range for this position is $134,235 - $191,765, plus equity. The benefits available for this position include health insurance, six month paid parental leave, 401(k) retirement plan, 23 paid days off, 13 paid flexible holidays, paid sick leave. This range may change in the future.
Spotify is an equal opportunity employer. You are welcome at Spotify for who you are, no matter where you come from, what you look like, or what’s playing in your headphones. Our platform is for everyone, and so is our workplace. The more voices we have represented and amplified in our business, the more we will all thrive, contribute, and be forward-thinking! So bring us your personal experience, your perspectives, and your background. It’s in our differences that we will find the power to keep revolutionizing the way the world listens.
Spotify transformed music listening forever when we launched in 2008. Our mission is to unlock the potential of human creativity by giving a million creative artists the opportunity to live off their art and billions of fans the chance to enjoy and be passionate about these creators. Everything we do is driven by our love for music and podcasting. Today, we are the wor