Lead, Advanced Analytics, Community Support

Airbnb

2d•$164,000 - $191,000•Remote

About The Position

Airbnb is seeking an Advanced Analytics Lead to support Product and Business leaders within its Community Support organization. The role partners with stakeholders to provide insights and recommendations, enable data-informed decisions, drive day-to-day analytics, and create scalable data tools. It will identify pain points in customer support operations and work with product leadership to improve experiences for guests, hosts, and agents. The Lead will use Airbnb’s data, machine-learning infrastructure, and central data science tools to build measurement capacity. The role also involves technical collaboration with engineers, product managers, designers, and operations agents to advance cross-functional goals and help keep the community safe and trusted. The position is US remote eligible, with occasional work at an Airbnb office or attendance at offsites as agreed with the manager. Employees must reside in a state where Airbnb, Inc. has a registered entity.

Requirements

At least 8 years of industry experience in business analytics.
A degree in a quantitative field such as Statistics, Econometrics, Computer Science, Engineering, Mathematics, Data Science, or Operations Research.
Experience supporting customer service support and/or working closely with operations teams.
Expert-level SQL skills.
Expertise in at least one data-analysis programming language: Python or R.
Experience with non-experimental causal inference methods, experimentation, and machine-learning techniques.
Working knowledge of schema design and high-dimensional data modeling, including ETL frameworks such as Airflow.
Ability to work amid ambiguity in a fast-growth, sometimes uncertain and complex environment, with minimal planning, direction, and supervision.
Ability to identify issues both within and outside immediate scope and propose solutions.
Ability to push back, influence stakeholders, and focus attention on what has the greatest impact based on data and insights.
Ability to build and analyze analytical frameworks, statistical models, and experimentation methods to establish and communicate causal relationships.
Ability to translate complex data and insights into clear narratives.

Nice To Haves

A Master's or PhD degree in a quantitative field.
Experience applying machine-learning and experimentation techniques in a multi-sided platform setting.

Responsibilities

Lead and drive data-driven roadmaps for Community Support working groups.
Recommend actionable, data-backed solutions to product problems and communicate effectively with Product, Operations, and Engineering managers.
Build business insights and reporting platforms to detect and support the effectiveness and efficiency of behaviors, product interfaces, and processes across the Community Support platform and contact center network.
Model data entities and use tools and frameworks to optimize community and agent experiences.
Define and evaluate key metrics in unstructured problem spaces, including measuring new product launches, and explain what drives those metrics.
Influence data-driven decisions across business verticals through business reviews, scorecards, self-service portals, OKRs, and planning.
Influence experimentation and measurement strategies, conduct power analyses, define exit criteria, and use statistical models to improve inference.
Partner with 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 customer support operational pain points and work with product leadership to improve guest, host, and agent experiences.