Sr. Data Scientist, Client Services

Description

Hi, We’re AppFolio

We’re innovators, changemakers, and collaborators. We’re more than just a software company – we’re pioneers in cloud and AI who deliver magical experiences that make our customers’ lives easier. We’re revolutionizing how people do business in the real estate industry, and we want your ideas, enthusiasm, and passion to help us keep innovating.

We're looking for a Data Scientist with a strong background in machine learning and time-series forecasting to improve the scale and efficiency of our Client Services operations.

Your impact

• Drive workforce management efficiency and automation
• Work with stakeholders in Client Services to establish, monitor, and drive KPIs around cost and time reduction
• Optimize case prioritization and ranking using data points on complexity, reason, handle time, and customer size
• Leverage LLMs in coordination with Intercom to summarize previous case responses and help articles, improving response time and quality
• Develop customer sentiment scores for appropriate case handling
• Develop forecasting models to optimize resource allocation
• Forecast support case volumes by month, week, day, and hour
• Identify internal and external factors (seasonality, market trends) affecting forecasts
• Deploy models into data apps for stakeholders to understand trends, spot anomalies, and review accuracy
• Monitor and update productionalized models, reporting on accuracy and data drift
• Partner with Product Data Science & Analytics to uncover growth opportunities
• Use Client Services data to influence other business components
• Build models for churn prediction, customer segmentation, lifetime value, and feature adoption
• Create reusable models/segments to broaden understanding of concepts like churn and segmentation
• Evangelize customer sentiment scores to product-driven initiatives
• Develop and maintain robust analytics infrastructure
• Partner with Senior Data Analyst on data preparation, exploratory analysis, and reporting
• Create data pipelines and reports using DBT
• Understand data engineering tradeoffs to increase code modularity and efficiency
• Educate and mentor team members on best practices
  
  
  

Qualifications

• Business acumen – understands key challenges facing our business and partners with key stakeholders to find creative ways to apply data science to solve them; connects dots between data & business outcomes
• Technical skills – should be able to research and implement various advanced analytical techniques needed to manage and scale our Customer Service teams. Candidate should not only have the mathematical background to understand the pros and cons of various techniques, but also the engineering prowess to deploy and manage these models.
• Attention to detail – appropriately checks all work for errors and does not let important details slip when it comes to data and its accuracy
• Creative problem solving - able to use creativity and curiosity as tools to pick apart any problem, producing a solution which is relevant and realistic
• Efficiency – able to quickly iterate on data generation and refinement. Looks for ways to improve processes to maximize efficiency and remove redundancy
• Curiosity - always striving to learn more, keeping up to date with the latest tools and techniques being applied in industry.
  
  
  

Must have

• Bachelor’s Degree in a STEM field and minimum 4-6 years experience
• Strong programming background (Python, SQL, R, etc.)
• Experience developing, deploying, and monitoring machine learning models
• Experience developing time-series forecasting models (univariate, multivariate)
• Experience creating, managing, and scaling data pipelines for reporting purposes
• Experience using cloud-based technologies and working in collaborative environments with version control
• Listening and interpersonal skills; ability to support, work, and communicate with cross functional partners in both technical and business terms
• Highly self-motivated and directed
• Proven analytical and creative problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
  
  
  

Nice to Have

• Experience in the Client/Customer Services domain
• Experience with workforce management/capacity planning
• Experience scaling/automating business processes
• Experience using dbt (data build tool)
• Interest/knowledge working with large language models
• Experience as a mentor or tech lead on an analytics team
  
  
  

Compensation & Benefits

The base salary/hourly wage that we reasonably expect to pay for this role is: $123,000-$185,000

The actual base salary/hourly wage for this role will be determined by a variety of factors, including but not limited to: the candidate’s skills, education, experience, etc.

Please note that base pay is one important aspect of a compelling Total Rewards package. The base pay range indicated here does not include any additional benefits or bonuses/commissions that you may be eligible for based on your role and/or employment type.

Regular full-time employees are eligible for benefits - see here.

Why AppFolio

Grow | We enable a culture of high performance, where delivering results is recognized by opportunities for growth and compelling total rewards. Our challenging and meaningful work drive the growth of our business, and ourselves.

Learn | We partner with you to realize your potential by investing in you from the start. We're cultivating a team of big thinkers through coaching and mentorship with our best-in-class leaders, and giving you the time and tools to develop your skills.

Impact | We are creating a world where living in, investing in, managing, and supporting communities feels magical and effortless, freeing people to thrive. We do this by innovating with purpose while cultivating a culture of impact. We learn as much from each other as we do our customers and our communities.

Connect | We excel at hybrid work by fostering an environment that feels flexible, personal and connected, no matter where we are. We create space to fuel innovation and collaboration, and we come together to celebrate, connect, and succeed.

Paddle as One.

Learn more at appfolio.com/company/careers

Statement of Equal Opportunity

At AppFolio, we value diversity in backgrounds and perspectives and depend on it to drive our innovative culture. That’s why we’re a proud Equal Opportunity Employer, and we believe that our products, our teams, and our business are stronger because of it. This means that no matter what race, color, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, physical or mental disability, or veteran status, you’re always welcome at AppFolio.