[Remote] Director, Data Science

Note: The job is a remote job and is open to candidates in USA. ServiceTitan is seeking a Director of Data Science for Operations to lead data science and applied AI across their operational core and post-sales product experience. The role involves partnering with various leadership teams to enhance operational efficiency and customer-facing AI products, while also managing and developing a data science team.

Responsibilities

• Own the data science and applied AI roadmap for operations—agentic systems, forecasting, lead scoring, voice of the customer aggregation, and decision-support that improve throughput, reliability, and unit economics. Build agents and AI workflows that don't just predict but act
• Own the data science and AI behind post-sales product experiences, including the support agent, onboarding intelligence, and customer success automation—from design through production deployment, evaluation, and quality monitoring
• Lead, hire, and develop a data science team executing on operational and product-facing work; set standards for technical rigor, evaluation, and production quality
• Partner with operations, finance, and product leadership to identify high-leverage problems, frame them, and translate them into operational decisions and shipped AI capabilities
• Drive the full lifecycle from problem definition through deployment and monitoring, ensuring systems hold up in production—whether powering an internal forecast, an autonomous workflow, or a live customer interaction
• Establish metrics and evaluation frameworks connecting this work to operational, financial, and customer outcomes (e.g., deflection, resolution quality, time-to-value, retention), including rigorous evaluation of non-deterministic AI systems
• Collaborate with data engineering, machine learning engineering, platform, and product teams on the infrastructure, data quality, orchestration, tooling, and guardrails these systems depend on
• Communicate findings and recommendations to executive stakeholders, balancing technical depth with business clarity
• Champion an AI/agent-first way of working within the team—both as a hands-on technical leader (e.g., Claude Code) and by inventing agentic systems that make the team faster

Skills

• 8+ years in data science or applied AI/ML, with 5+ years leading and growing teams
• Demonstrated track record deploying systems that delivered measurable impact—across both internal operational decisions and customer-facing AI features
• Strong foundation in statistics and ML, plus depth in modern AI: LLMs, agentic systems, orchestration (e.g., tool use, MCP), retrieval, and the evaluation practices these require
• Experience building or owning production AI systems—agents, conversational systems, or autonomous workflows—and the eval, monitoring, and safety practices they demand
• Fluency in SQL and Python; familiarity with modern data and AI stacks (cloud warehouses, dbt, LLM/agent deployment pipelines)
• Proven ability to partner with non-technical executives and translate ambiguous business problems into tractable work
• Comfort operating in a fast-moving, data-rich environment where decisions carry real operational, cost, and customer-experience consequences
• Background in B2B SaaS, marketplaces, logistics, or field operations
• Familiarity with customer success, onboarding, or support operations as a domain

Benefits

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career.
• We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events.
• Great work is rewarded through Bonusly, peer-nominated awards, and more.
• Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to One Medical.
• Parental leave and support, up to $20k in fertility services (i.e. IUI and IVF), surrogacy, and adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

Company Overview

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