Lead, Advanced Analytics, Community Support

Details

Airbnb is seeking an Advanced Analytics Lead to support Product and Business leaders within the Customer Support organization. The role focuses on solving complex problems in the Community Support domain through data, insights, experimentation, and scalable analytics tools. You will collaborate with engineers, product managers, designers, operations agents, and other cross-functional partners to improve guest, host, and agent experiences.

Responsibilities

• Act as a data thought partner to product and business leaders by providing insights, recommendations, and support for data-informed decisions.
• Drive day-to-day analytics and create scalable data tools.
• Identify pain points in customer support operations and work with product leadership to improve guest, host, and agent experiences.
• Lead data-driven roadmaps for Customer Support working groups and recommend actionable, metrics-backed solutions to product problems.
• Build business insights and reporting platforms to measure the efficacy and efficiency of behaviors, product interfaces, and processes across the Customer Support platform and contact center network.
• Perform data modeling for various entities and use tools and frameworks to optimize community and agent experiences.
• Define and evaluate key metrics in unstructured problem spaces, including measurement of new product launches.
• Communicate a robust understanding of what drives key metrics and why.
• Influence data-driven decisions through business reviews, scorecards, self-service portals, OKRs, and planning processes.
• Influence experimentation and measurement strategies, conduct power analyses, define exit criteria, and use statistical models to improve inference.
• Apply causal inference expertise to address complex and unstructured business problems.

Requirements

• At least 8 years of industry experience in business analytics.
• Degree in a quantitative field such as Statistics, Econometrics, Computer Science, Engineering, Mathematics, Data Science, or Operations Research. A master's degree or PhD is a plus.
• Experience supporting customer service operations and/or working closely with operations teams.
• Expert SQL skills.
• Expert proficiency in at least one programming language for data analysis, such as Python or R.
• Experience with non-experimental causal inference methods, experimentation, and machine learning techniques, ideally in a multi-sided platform setting.
• Working knowledge of schema design and high-dimensional data modeling.
• Experience with ETL frameworks such as Airflow.
• Ability to work effectively amid ambiguity in a fast-growth, complex, and sometimes uncertain environment, including acting with minimal planning, direction, and supervision.
• Ability to identify issues inside and outside the immediate scope and propose solutions.
• Ability to challenge assumptions, influence stakeholders, and focus attention on the factors that drive the greatest impact.
• Strong communication and storytelling skills, including the ability to use complex data and insights to develop compelling narratives.

Location

This position is US remote eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed with the manager. Candidates must live in a state where Airbnb, Inc. has a registered entity.

Compensation

The base pay range is $164,000–$191,000 USD per year. The role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Inclusion And Accommodation

Airbnb is committed to working with the broadest talent pool possible and providing a disability-inclusive application and interview process. Candidates requiring reasonable accommodation may contact [email protected].