[Hiring] Lead, Advanced Analytics, Community Support @Airbnb

Role Description

We are looking for an Advanced Analytics Lead to help Airbnb enable travel for our millions of guests and hosts on our platform. This role will sit under the Advanced Analytics family and support Product and Business leaders within our CS organization.

• 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.
• Leverage Airbnb’s rich and unique data, state-of-art machine learning infrastructure, and other central data science tools to build and grow the measurement capacity within the organization.
• Collaborate with a strong team of engineers, product managers, designers and operations agents to achieve shared, cross-functional goals to help keep Airbnb’s community safe and trusted.
• Passionate about solving complex problems within the Community support domain with data & insights.
• Highly proficient in building and analyzing analytical frameworks, statistical models and experimentation methods to establish and communicate causal relationships.
• A storyteller who uses complex data and insights to frame narratives to bring others along the journey.

A Typical Day

• Lead and drive data-driven roadmaps for the CS working groups.
• Recommend actionable solutions backed by data and metrics to product problems.
• 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.
• Define and evaluate key metrics in an unstructured problem space including measurement of new product launches.
• Communicate 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

• 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).
• Experience supporting customer service support and/or have worked closely with operations teams.
• Expert skills in SQL and 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.
• Ability to pushback, influence and draw attention to what moves the needle the most based on data and insights.

Your Location

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity.

Our Commitment To Inclusion & Belonging

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

Equal Employment Opportunity

Airbnb values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Airbnb are considered without regard to race, color, religion, national origin, age, gender, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, gender expression, sexual orientation, or any other legally protected characteristic.

How We'll Take Care of You

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

• Pay Range: $164,000 — $191,000 USD

Reasonable Accommodations

We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.

A Note on Recruiting Scams

Scammers sometimes pose as Airbnb recruiters to get money or personal information from candidates. A few things that will always be true for Airbnb’s hiring process: our open roles are posted on Airbnb’s Career’s Page at careers.airbnb.com, and our recruiters correspond only from @airbnb.com or @ext.airbnb.com email addresses.