Manager of Data Science & Analytics, Help Experience

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 <12-month tactical plans while balancing risks and trade-offs.
• Partner as an equal across functions : collaborate closely with Product, Engineering, Design, and Support Ops as an equal partner. Challenge roadmaps with evidence and balance big-picture strategy with hands-on problem solving.

About you

• You have strong experience in a Decision Science, Data Analytics, or Data Science role, and experience leading or mentoring others - whether as a manager, a tech lead, or similar positions.
• You grow people by tailoring your leadership, giving candid feedback, and protecting team wellbeing. You actively network with peer managers to keep expanding your own skills.
• You translate strategy into actionable tactical plans. You naturally zoom out to evaluate trade-offs, weigh risks, and see the bigger picture.
• You steer your team toward high-impact problems despite ambiguity or competing demands. You thrive on hard measurement challenges, like creating fair quality metrics for agents and vendors.
• You set high standards across both Decision Science and Data Science. Skilled in SQL, Python, inferential stats (A/B testing, causal inference), and production ML, you enforce clean, reproducible code and stay hands-on when needed.
  You are an excellent communicator. You are fluent in written and spoken English, explain complex ideas with nuance, and adapt your style to technical and non-technical audiences alike.
• You are a natural collaborator who promotes a collaborative culture, drives cross-function and cross-domain work, and acts as an equal partner to your EPDA and Operations peers.
• You care deeply about members, about your people, and about leading by example on Vinted's values.

Work perks

• The opportunity to benefit from our share options programme
• 25 working days of holiday
• Access to all the tools & tech needed for work
• Home office support: we provide IT workstation equipment and a personal budget of up to €540 for home workplace furniture
• Private health insurance
• Confidential Employee Assistance Program (EAP) for you and your family
• Frequent team-building events
• A personal monthly budget for shopping on Vinted
• A dog-friendly office
• In Vilnius office: Gym & in-house meals at friendly prices
• In Kaunas office: a monthly lunch allowance, and a once-a-week provided in-house lunch and breakfast

Working at Vinted

Workation policy

Better balance holidays with workdays by working remotely! Up to 90 days per year in the EU, of these, 21 days can be spent globally. For non-EU citizens, it's 21 days worldwide. This can be combined with time off for vacation or personal time.

Individual learning budget

Each year, you’ll be given a learning budget (starting at €3,000), and a total of up to 10 working days over a 2-year period to support your personal and professional development.

Hybrid work

Our hybrid model, with 2 recommended office days a week, gives you and your team the flexibility to decide if and when you want to work from home, and when to catch up in person.

Equal opportunity

We welcome applications from everybody, regardless of your background, identity, or life experiences. Job openings come with guides, not checklists. If you’re excited about a role, but don’t identify with every point in the ‘About you’ section, apply anyway – you might still be the perfect match!