Manager of Data Science & Analytics, Help Experience
LocationBerlin
Posted2 hours ago
Brief info about Vinted
Our mission is to make second-hand the first choice, and we're looking for people who want to help us get there. Every day, we work together to help our members buy and sell pre-loved clothing and lifestyle items, giving each piece a second life – or even a third.
The Vinted Group is made up of three business units that support this mission:
Vinted Marketplace is Europe’s leading platform for second-hand fashion and a go-to destination for all kinds of pre-loved items, with a growing range of categories. Our platform connects millions of members across 20+ markets, helping great items find a new life.
Vinted Go enhances the shipping experience with a vast network of over 500,000 pick-up and drop-off points, partnering with more than 60 carriers across Europe, with added services like item verification for peace of mind on high-value pieces.
Vinted Pay is the newest part of the Vinted Group, dedicated to bringing secure, reliable payments to buyers and sellers across Europe. Seamlessly integrated into the Vinted app, it helps keep every transaction safe, efficient, and easy for our members.
Founded in 2008 in Lithuania, Vinted began as a way for friends to find new homes for clothes they no longer needed. In 2019, we became Lithuania's first unicorn! Today, our headquarters remain in Vilnius, and we've grown with offices across Europe, supported by a team of over 2,000 people.
Information about the position
As the DSA Manager for Spark team in the Help Experience (HEX) domain, you will build, grow, and lead the team's Data Science & Analytics group - currently a team of 6 individual contributors spanning two crafts : Decision Scientists, who size opportunities, run experiments, and measure support quality, and Data Scientists, who build production-grade statistical and machine learning models.
The Help Experience (HEX) domain owns the end-to-end journey of how members discover, access, and resolve help - from in-product guidance and self-serve content to assisted support, tooling, and post-resolution learning. Our mission is to make help effortless by delivering the right guidance, in the right place, at the right time.
The Spark team is where this comes to life for our support agents. Spark owns support agent tooling - raising the quality of support resolution by making the tools in our agents' hands faster, smarter, and more effective - and partners closely with the Vendor Management MS Operations team to connect tooling decisions to how support is actually delivered at scale.
In this position, you’ll
Build, grow, and design the Spark DSA team : hire, mentor, and structure a team of Decision and Data Scientists focused on support agent tools. Adapt org design for resilience and wellbeing, and join cross-functional hiring with Engineering, Product, and Design.
Develop people through situational leadership : mentor staff across seniority levels and spot career paths. Drive a direct feedback culture and protect team health daily.
Own how support quality is measured : define clear metrics to measure agent and vendor resolution quality. Translate these signals into actionable coaching, routing, and operations decisions alongside Vendor Management.
Drive the DSA standard and a cultural turnaround : raise rigor in experimentation, analytics, and ML modeling while adopting industry best practices. Lead post-experiment reviews to sharpen future strategy and drive a broader DSA culture shift across HEX.
Ensure high, sustainable team performance : accelerate experimentation and model deployment without sacrificing quality or team health.
Co-create vision and strategy : shape the vision, strategy, and roadmap for Spark, HEX, and the DSA function. Translate strategy into
Our mission is to make second-hand the first choice, and we're looking for people who want to help us get there. Every day, we work together to help our members buy and sell pre-loved clothing and lifestyle items, giving each piece a second life – or even a third.
The Vinted Group is made up of three business units that support this mission:
Vinted Marketplace is Europe’s leading platform for second-hand fashion and a go-to destination for all kinds of pre-loved items, with a growing range of categories. Our platform connects millions of members across 20+ markets, helping great items find a new life.
Vinted Go enhances the shipping experience with a vast network of over 500,000 pick-up and drop-off points, partnering with more than 60 carriers across Europe, with added services like item verification for peace of mind on high-value pieces.
Vinted Pay is the newest part of the Vinted Group, dedicated to bringing secure, reliable payments to buyers and sellers across Europe. Seamlessly integrated into the Vinted app, it helps keep every transaction safe, efficient, and easy for our members.
Founded in 2008 in Lithuania, Vinted began as a way for friends to find new homes for clothes they no longer needed. In 2019, we became Lithuania's first unicorn! Today, our headquarters remain in Vilnius, and we've grown with offices across Europe, supported by a team of over 2,000 people.
Information about the position
As the DSA Manager for Spark team in the Help Experience (HEX) domain, you will build, grow, and lead the team's Data Science & Analytics group - currently a team of 6 individual contributors spanning two crafts : Decision Scientists, who size opportunities, run experiments, and measure support quality, and Data Scientists, who build production-grade statistical and machine learning models.
The Help Experience (HEX) domain owns the end-to-end journey of how members discover, access, and resolve help - from in-product guidance and self-serve content to assisted support, tooling, and post-resolution learning. Our mission is to make help effortless by delivering the right guidance, in the right place, at the right time.
The Spark team is where this comes to life for our support agents. Spark owns support agent tooling - raising the quality of support resolution by making the tools in our agents' hands faster, smarter, and more effective - and partners closely with the Vendor Management MS Operations team to connect tooling decisions to how support is actually delivered at scale.
In this position, you’ll
Build, grow, and design the Spark DSA team : hire, mentor, and structure a team of Decision and Data Scientists focused on support agent tools. Adapt org design for resilience and wellbeing, and join cross-functional hiring with Engineering, Product, and Design.
Develop people through situational leadership : mentor staff across seniority levels and spot career paths. Drive a direct feedback culture and protect team health daily.
Own how support quality is measured : define clear metrics to measure agent and vendor resolution quality. Translate these signals into actionable coaching, routing, and operations decisions alongside Vendor Management.
Drive the DSA standard and a cultural turnaround : raise rigor in experimentation, analytics, and ML modeling while adopting industry best practices. Lead post-experiment reviews to sharpen future strategy and drive a broader DSA culture shift across HEX.
Ensure high, sustainable team performance : accelerate experimentation and model deployment without sacrificing quality or team health.
Co-create vision and strategy : shape the vision, strategy, and roadmap for Spark, HEX, and the DSA function. Translate strategy into
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