Lead, Advanced Analytics, Community Support

United Statesfull timeRemote

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senior

$164k–$191k

H1B: yes

Airbnb Lead, Advanced Analytics, Community Support at Airbnb to provide data insights and recommendations supporting product and business leaders in Customer Support. The role involves building scalable data tools and driving analytics to improve guest, host, and agent experiences.

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
You are passionate about solving complex problems within the Community support domain with data & insights; adding a new perspective to existing solutions and making business decisions based on careful and thoughtful analysis
You are highly proficient in building and analyzing analytical frameworks, statistical models and experimentation methods to establish and communicate causal relationships
You are a storyteller who uses complex data and insights to frame narratives to bring others along the journey
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

Qualification

Ability to pushback

Required

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
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).
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). 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 (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.