Mozilla Corporation is looking to improve operational efficiency, effectiveness, and scale by leveraging data science and AI technologies to inform decision-making and drive process improvements across Customer Experience, Trust & Safety, and Ad Operations.
Requirements
- Hands-on experience with AI tooling and prototyping, particularly in service of process automation (LLMs, APIs, NLP, anomaly detection).
- Strong proficiency in SQL, and experience building data pipelines and dashboards using tools like Looker.
- Proficiency in Python or R for modeling, prototyping, and automation.
- Experience with metric standardization, KPI frameworks, and experimentation in operational settings.
- Familiarity with operational domains such as Customer Experience (CX), Trust & Safety (T&S), or Ad Ops; ability to understand metrics like handle time, task pacing, or SLA completion without needing deep onboarding.
- BS or MS in Data Science, Statistics, Computer Science, or a related field
- 5+ years of experience in data science or analytics, with demonstrated work on operations-focused projects.
Responsibilities
- Lead the development of foundational reporting and metrics infrastructure for Global Operations, enabling timely, trusted visibility across the various Ops orgs.
- Design and scale measurement frameworks that surface operational trends and performance drivers.
- Apply AI and automation tools (e.g. LLMs, GPT-based summarization, anomaly detection, task triage) to eliminate manual workstreams and improve productivity.
- Prototype and implement automation use cases that drive operational efficiency and compliance, while identifying similar opportunities for cost savings across the organization
- Define and implement core operational metrics that reflect efficiency, effectiveness, and service quality, enabling measurement at scale and continuous process improvement.
- Partner with operations, and product teams to define measurement needs, identify gaps, and implement tracking.
- Standardize operational metrics and dashboards in Looker, ensuring self-serve access and consistency across the organization.
Other
- Ability to work cross-functionally, communicate with clarity, and prioritize speed over perfection when needed.
- Deep sense of ownership, curiosity, and urgency in solving problems that improve organizational productivity.
- A global, privacy-respecting perspective aligned with Mozilla’s values.
- BS or MS in Data Science, Statistics, Computer Science, or a related field
- 5+ years of experience in data science or analytics, with demonstrated work on operations-focused projects.
