Staff, Advanced Analytics, Community Support

Details

Airbnb seeks an Advanced Analytics Lead within Community Support to enable travel for millions of guests and hosts by providing measurement, insights, and scalable data tools. This role partners with Product, Engineering, Operations, and business leaders to drive data-informed decisions, improve community and agent experiences, and measure the efficacy of ML/AI products.

Responsibilities

• Serve as a data thought partner to product and business leaders across Community Support, providing insights, recommendations, and enabling data-informed decisions.
• Drive day-to-day analytics and create scalable data tools and reporting platforms to monitor efficacy and efficiency across the CS platform and contact center network.
• Identify pain points in traveling and hosting and partner with product leadership to improve experiences for guests, hosts, and agents.
• Define and evaluate key metrics in an unstructured problem space, including measurement of ML models that drive product development; communicate what moves these metrics and why.
• Drive measurements around LLMs to determine accuracy and produce actionable insights; set up experiments and launch end-to-end AI assistance.
• Influence experimentation and measurement strategies: conduct power analyses, define exit criteria, and apply statistical models to improve inference.
• Build business insights, reporting, and self-serve tools (scorecards, portals) to influence decisions across business verticals via reviews, OKRs, and planning.
• Perform data modeling of various entities and use tools and frameworks for optimizing community and agent experiences.

Requirements

• Minimum of 10+ years of industry experience in business analytics.
• Degree in a quantitative field (e.g., Statistics, Econometrics, Computer Science, Engineering, Mathematics, Data Science, Operations Research). Masters or PhD is a plus.
• Experience in ML and digital AI products (chatbots, LLMs, search, personalization).
• Experience supporting community support or working closely with operations teams.
• Expert skills in SQL and expert in at least one data-analysis programming language (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; familiarity with ETL frameworks such as Airflow.
• Strong storytelling and communication skills to translate complex data into narratives and actionable recommendations.
• Ability to work under ambiguity in a fast-growth, complex environment with minimal direction.

Location & Work Eligibility

• This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed with your manager.
• You must live in a U.S. state where Airbnb, Inc. has a registered entity (some states are excluded; the list is maintained by Airbnb).

Compensation & Benefits

• Base pay range: $176,000 — $220,000 USD.
• This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits. The actual base pay depends on factors such as training, transferable skills, work experience, business needs, and market demands.

Inclusion & Accommodations

• Airbnb is committed to inclusive hiring and encourages all qualified individuals to apply.
• Reasonable accommodations for candidates with disabilities are available during the application and interview process ([email protected]).