The opportunity
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences…
What you'll do
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
What they're looking for
- 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
- 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
