Lead, Advanced Analytics for Customer Support

Airbnb, Inc.; San Francisco (CA); Hybrid; USD 164,000 - 191,000; Full time

Job summary

Airbnb, Inc. in San Francisco is seeking an Advanced Analytics Lead to empower product and operations decisions for Community Support.

You will lead data-driven roadmaps, build scalable analytics tools, and partner with product, engineering, and operations to measure and improve guest, host, and agent experiences. You will design and execute causal inference studies, develop dashboards, and translate complex data into clear narratives that influence leadership.

Qualifications

• 8+ years of industry experience in business analytics.
• Experience supporting customer service and operations teams.
• Expert in SQL and at least one data-analysis language (Python or R).
• Experience with causal inference, experimentation, and ML in a multi-sided platform.
• Knowledge of schema design and high-dimensional data modeling (ETL like Airflow).
• Ability to navigate ambiguity in a fast-growth environment and influence decisions.

Responsibilities

• Lead data-driven roadmaps for CS working groups with actionable, data-backed solutions.
• Build analytics and reporting platforms to monitor behavior and product interfaces across CS.
• Model data entities and optimize community and agent experiences using appropriate tools.
• Define and evaluate metrics for new product launches and explain drivers behind them.
• Influence cross-vertical decisions through reviews, scorecards, and self-serve analytics.
• Lead experimentation and measurement strategies, including power analyses and causal inference.

Skills

SQL

Python

R

Causal inference

Experimentation

Machine learning

Data storytelling

Data modeling

Education

Master's or PhD in a quantitative field

Tools

Airflow

ETL design

Job description

Airbnb, Inc. in San Francisco is seeking an Advanced Analytics Lead to empower product and operations decisions for Community Support.

You will lead data-driven roadmaps, build scalable analytics tools, and partner with product, engineering, and operations to measure and improve guest, host, and agent experiences. You will design and execute causal inference studies, develop dashboards, and translate complex data into clear narratives that influence leadership.