Note: The job is a remote job and is open to candidates in USA. Airbnb is a global platform connecting hosts and guests through unique stays and experiences worldwide. The Lead, Advanced Analytics, Community Support will partner with Product and Business leaders in the Customer Support organization to deliver insights, scalable analytics tools, data models, metrics, and experimentation strategies. The role focuses on improving guest, host, and agent experiences through advanced analytics and cross-functional collaboration.
Responsibilities
- Data thought partner to product and business leaders across teams through providing insights, recommendations, and enabling 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 experiences for our guest, host and agent community
- Lead and drive data-driven roadmaps for the CS working groups. Recommend actionable solutions backed by data and metrics to product problems, with the ability to effectively communicate with Product, Operations & Engineering managers of varying technical levels
- Build the business insights & reporting platform to detect and support the driving efficacy and efficiency of behaviors and product interfaces and processes across CS platform and contact center network
- Perform data modeling of the various entities and using tools & frameworks for optimizing community and agent experiences
- Defining and evaluating key metrics in an unstructured problem space including measurement of new product launches. Communicating a robust understanding of what moves these metrics and why
- Influence data-driven decisions across business verticals in day-to-day via business reviews, scorecards, self-serve portal, OKRs and planning among others
- Influence experimentation & measurement strategies; conduct power analyses, define exit criteria, and use statistical models to improve inference. Your expertise in causal inference as well as passion for the subject matter will help you address this unstructured space
Skills
- Have experience supporting customer service support and/or have worked closely with operations teams
- Expert skills in SQL and expert in at least one programming language for data analysis (Python or R)
- Working knowledge of schema design and high-dimensional data modeling (ETL framework like Airflow)
- Ability to work under conditions of ambiguity in a fast-growth, sometimes uncertain and complex environment - comfortable acting with minimal planning, direction, and supervision. You can identify issues both within and outside of your immediate scope, and propose solutions
- Ability to pushback, influence and draw attention to what moves the needle the most based on data and insights
- This position is US - Remote Eligible
- While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity
- Experience with non-experimental causal inference methods, experimentation and machine learning techniques, ideally in a multi-sided platform setting
- A minimum of 8+ years of industry experience in business analytics and a degree (Masters or PhD is a plus) in a quantitative field (e.g., Statistics, Econometrics, Computer Science, Engineering, Mathematics, Data Science, Operations Research)
Benefits
- Eligible for bonus
- Eligible for equity
- Eligible for Employee Travel Credits
- US - Remote Eligible; the role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager
Company Overview
Company H1B Sponsorship