Executive leader transforming ABC Fitness's Customer Support leveraging AI and new operational strategies. Responsible for driving enterprise - wide change and overseeing customer experience enhancements.
About the role
- Lead the design and deployment of AI/ML features to drive customer value at Sprout Social. Collaborate with teams to ensure impactful AI solutions that enhance user experiences.
Responsibilities
- Lead the design, development, and deployment of customer-centric features that leverage data science, machine learning (ML) and generative AI technologies.
- Deliver tangible, quantifiable, and measurable impact on Sprout Social’s highest priority AI initiatives, directly benefitting our customers and driving key business outcomes.
- Develop robust frameworks for evaluation and measurement of AI features to increase speed, improve quality, and provide demonstrable ROI of product enhancements.
- Collaborate closely with product management, design, and software engineering partners to deliver high quality AI solutions quickly and confidently.
- Effectively communicate AI capabilities, limitations, and product implications, ensuring alignment between technical possibilities, customer needs, and product vision.
Requirements
- A track record of leading customer-centric development of AI/ML solutions that resulted in quantifiable business impact.
- 5+ years of applied experience in AI/ML and data science, working with technical and non-technical stakeholders to drive impactful solutions.
- 5+ years of experience developing models in Python using ML frameworks (e.g. PyTorch, TensorFlow, XGBoost, LGBM, NumPy, pandas) and strong proficiency in SQL and RESTful APIs for querying, transforming, and analyzing large datasets to drive product vision.
- Broad and deep expertise in analytical, statistical, and AI/ML methods, with a focus on shipping solutions that drive significant product improvement, resolve customer pain points, and demonstrably enhance user experiences.
- Experience building with transformer architectures and leveraging embeddings.
Benefits
- 100% Employer-Paid Health Benefits: We cover 100% of the premiums for you and your eligible dependents, including comprehensive medical, dental (basic & major), vision, life insurance, and disability.
- Generous Paid Time Off: 25 days of vacation annually, plus 5 paid sick days, all public holidays, and additional company-wide Rest & Recharge days.
- Premium Mental Health Support: Full, free access to Modern Health for you and your dependents, including coaching, therapy sessions, and digital wellness resources.
- Annual Lifestyle Stipend: A $950 CAD annual Lifestyle Spending Account to spend on your physical, mental, and financial well-being.
- Remote Work Support: A one-time $550 USD (equivalent) stipend to set up your home office, plus a monthly $50 USD (equivalent) stipend for internet.
- Personalized Financial Wellness: No-cost, confidential access to financial experts through Your Money Line to support your personal financial goals.
- Family & Care Support: Access to subsidized child and eldercare options through Care.com.
- Charitable Giving: A company match for your donations to eligible organizations.
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