Lead, Advanced Analytics, Community Support
Description: • Act as a data thought partner to product and operations leaders by providing insights, recommendations, and enabling data-informed decisions. • Drive day-to-day analytics work and build scalable data tools, reporting, and self-serve capabilities for CS teams. • Lead and drive data-driven roadmaps for CS working groups and recommend actionable, metric-backed solutions to product and operational problems. • Build and maintain business insights and reporting platforms to detect, monitor, and improve efficacy and efficiency across the CS platform and contact center network. • Perform data modeling and schema design for high-dimensional entities to optimize community and agent experiences and support ETL workflows. • Define, evaluate, and communicate key metrics — including measurement of ML models — and explain what moves those metrics and why. • Influence experimentation and measurement strategies by conducting power analyses, defining exit criteria, and applying statistical and causal-inference methods to improve inference. • Collaborate cross-functionally with engineers, product managers, designers, and operations to implement solutions and achieve shared CS objectives. Requirements: • 5+ years of industry experience in business analytics. • Degree in a quantitative field (Statistics, Econometrics, Computer Science, Engineering, Mathematics, Data Science, Operations Research); Master’s or PhD is a plus. • Experience supporting community support and/or working closely with operations teams. • Expert proficiency in SQL and expert experience in at least one data-analysis programming language (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 and familiarity with ETL frameworks such as Airflow. • Experience defining and evaluating metrics, building scorecards/OKRs, and creating measurement frameworks for product and ML systems. • Ability to work effectively under ambiguity in a fast-growth environment and to act with minimal direction or supervision. • Must reside in a U.S. state where Airbnb, Inc. (or the employing Airbnb entity) has a registered entity to be eligible for this Remote role. Benefits: • Base pay range: $157,000–$185,000 USD. • Role may be eligible for bonus, equity, standard employee benefits, and Employee Travel Credits. • US-Remote eligible with possible occasional work at an Airbnb office or attendance at offsites (subject to eligible-state requirements). • Airbnb provides a disability-inclusive application and interview process with reasonable accommodations upon request.