Description
We are looking for an Advanced Analytics Lead to join our team and help 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.
The Difference You Will Make:
- Provide data thought partnership to product and business leaders across teams through 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 will leverage Airbnb's rich and unique data, state-of-the-art machine learning infrastructure, and other central data science tools to build and grow the measurement capacity within the organization. You will also be deeply involved in the technical details of the various systems we build and collaborate with a strong team of engineers, product managers, designers, and operations agents to achieve shared, cross-functional goals.
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 and 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 various entities and use tools and frameworks for optimizing community and agent experiences
Your Expertise:
- A minimum of 8+ years of industry experience in business analytics and a degree (Masters or PhD) in a quantitative field
- Experience supporting customer service support and/or working closely with operations teams
- Expert skills in SQL and proficiency in at least one programming language for data analysis (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 (ETL framework like Airflow)