Machine Learning Scientist

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives.

Job Description Summary: What you need to know about the role
- You will lead the development and implementation of advanced machine learning solutions to enhance customer satisfaction, retention, and overall experience. You will collaborate closely with cross-functional teams to design and deliver scalable ML models that drive actionable insights and enable Customer Success strategies. Meet our team Join PayPal’s Customer Success Data Science team within the Global Analytics Data Science (GADS) organisation, to help build next-gen solutions that meet customer service needs across a variety of channels including Chatbot, Chat, Voice and Self-Service. Our solutions aim to efficiently, effectively, and proactively resolve customer pain points by leveraging AI/ML and bleeding-edge tech, while also equipping our Customer Success Business teams with AI/ML-driven automation, Natural Language Processing models and guided solution workflows. We are seeking a highly skilled and experienced Machine Learning Scientist to join our Customer Success team within the Global Data Sciences organization.

**Job Description**:
**Your way to impact**

In this role at PayPal, you'll directly impact the business by leading the development of machine learning models and algorithms aimed at enhancing customer satisfaction, retention, and overall experience. As part of the Customer Success Data Science team within the Global Analytics Data Science (GADS) organization, your work aligns with PayPal's commitment to leveraging AI/ML-driven automation and Natural Language Processing models to efficiently resolve customer pain points across various channels. Ultimately, your contributions will empower PayPal to deliver personalized, proactive, and effective customer service solutions, ensuring a seamless experience for our users worldwide.

**Your day to day**

In your day to day role you will
- Lead the design and development of machine learning models and algorithms to enhance customer satisfaction, retention, and overall experience.
- Utilize statistical and machine learning techniques to analyze customer data, identifying patterns and trends, while collaborating with cross-functional teams to translate insights into actionable strategies.
- Stay abreast of emerging ML technologies and methodologies, conducting research and experimentation to drive innovation within the team.
- Mentor and coach junior team members, providing guidance on ML best practices, conducting code reviews, and fostering a collaborative and supportive team environment.

**What do you need to bring-**
- Bachelors/Masters or Ph.D. in Computer Science, Statistics, Mathematics, or a related field
- 4+ years of experience in Machine/Deep learning and Natural language processing
- Proficiency in programming languages like Python, as well as in ML Frameworks such as PyTorch
- Strong understanding of machine learning algorithms and techniques, with hands-on experience in model development and evaluation
- Experience with Large Language Models (LLMs) such as GPT, BERT, T5, and other transformer-based architectures is preferred
- Proven track record of delivering actionable insights and driving business impact through data-driven decision-making

Our Benefits:
At PayPal, we’re committed to building an equitable and inclusive global economy. And we can’t do this without our most important asset—you. That’s why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.

Who We Are:
As part of PayPal’s commitment to employees’ health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.