Lead, Advanced Analytics, Community Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Collaborate with product and business leaders in Community Support by delivering insights, recommendations, and facilitating data-driven decision-making.

• Manage daily analytics and develop scalable data tools.

• Recognize challenges in customer support operations and partner with product leadership to enhance experiences for guests, hosts, and agents.

• Leverage Airbnb data, machine learning infrastructure, and central data science tools to expand the organization's measurement capabilities.

• Work alongside engineers, product managers, designers, and operations agents to achieve cross-functional goals that ensure the safety and trustworthiness of Airbnb’s community.

• Spearhead data-driven roadmaps for Community Support working groups and propose data-supported solutions to product-related challenges.

• Create business insights and reporting platforms for Community Support systems and contact center networks.

• Conduct data modeling of entities and utilize tools and frameworks to enhance community and agent experiences.

• Define and assess key metrics, including evaluations of new product launches, and communicate the drivers behind these metrics.

• Influence data-driven decisions through business reviews, scorecards, self-service portals, OKRs, and strategic planning.

• Shape experimentation and measurement strategies, carry out power analyses, define exit criteria, and apply statistical models to enhance inference.

⛳️ Requirements

• At least 8+ years of industry experience in business analytics.

• A degree in a quantitative discipline such as Statistics, Econometrics, Computer Science, Engineering, Mathematics, Data Science, or Operations Research.

• Experience in supporting customer service operations and/or collaborating closely with operations teams.

• Proficient in SQL.

• Advanced skills in at least one programming language for data analysis: Python or R.

• Familiarity with non-experimental causal inference methods, experimentation, and machine learning techniques, preferably in a multi-sided platform context.

• Knowledge of schema design and high-dimensional data modeling.

• Experience with ETL frameworks like Airflow.

• Ability to thrive in ambiguity within a fast-paced, dynamic, and complex environment with minimal planning, direction, and oversight.

• Capability to challenge, influence, and pinpoint the highest-impact opportunities through data and insights.

• Must reside in a state where Airbnb, Inc. is registered.

🏝️ Benefits

• Eligibility for bonuses.

• Equity participation opportunities.

• Comprehensive benefits package.

• Employee travel credits.

• Opportunities to attend occasional offsite events.