Senior Manager Advanced Analytics

The Analytics Center of Excellence (ACOE) at Airbnb, based in India, is a hub of knowledge and expertise that aims to provide data-driven decision-making, enabling Airbnb's business goals. The ACOE's vision is to build a world-class analytics organization that provides scalable analytics. We work with various business functions such as payments, trust, digital, customer support, hosting, sales, social, compliance, risk, platforms and partnership & economics.

The ACOE's delivery framework streamlines data-driven decision-making by offering a comprehensive solution for metrics, actionable dashboards, performance optimization, impact measurement, ROI analysis, opportunity prioritization, anomaly-driven alerts, root cause diagnostics, and hypothesis testing.

The Community You Will Join: 

Airbnb’s Community Support Analytics team focuses on ensuring world-class service for our global community of guests and hosts. As an integral part of the Analytics Center of Excellence (ACOE), the team partners closely with various product and operational teams to drive data-informed decisions that enhance customer experiences and operational efficiencies.

The Difference You Will Make:

As a senior manager of advanced analytics , you will lead a high-performing team tasked with delivering actionable insights, developing robust data frameworks, driving advanced analytics solutions and building self-serve dashboards. Your expertise will shape and support Community Support’s strategic goals, including reducing contact volumes, increasing first contact resolution rates, and optimizing cost-effective service delivery.

Why This Role Will Be a Game-Changer:

Your unique blend of technical acumen, structured experimentation expertise, and leadership capabilities will help shape Airbnb’s Community Support into a function that not only resolves issues efficiently but anticipates and prevents them at scale.

Key Responsibilities:

• Leadership & Strategy:
• Lead and inspire a multidisciplinary analytics team to deliver data-driven insights for Community Support.
• Develop and execute an analytics strategy to align with organizational priorities, such as reducing contact volume, increasing first contact resolution (FCR), and optimizing cost-effective service delivery.
• Translate Community Support priorities into actionable data strategies to enhance customer satisfaction, operational efficiency, and proactive issue resolution.
• Advanced Analytics Solutions:
• Drive analytics frameworks across Community Support AI tools, operational processes, and ambassador interactions.
• Design predictive and causal modeling techniques to identify trends, optimize resourcing, and improve service experiences.
• Enhance anomaly detection capabilities and integrate predictive analytics with operational dashboards to deliver real-time insights.
• Collaboration:
• Partner across functional teams such as Product, Operations, and Data Engineering to ensure alignment of insights with business objectives.
• Work closely with engineering on logging improvements, instrumentation, and scalable tools.
• Metrics Development:
• Build and oversee impactful metrics such as Net Promoter Score (NPS), Time to First Touch (TTFT), First Contact Resolution (FCR), Solves Per Day (SPD), and advanced Service Quality metrics.
• Introduce models for measuring and mitigating silent suffering and other nuanced customer trends.
• Experimentation & Measurement:
• Lead structured experimentation, including developing power analyses, exit criteria, and statistical models for inference in key initiatives.
• Organizational Leadership:
• Foster innovation in CS analytics by organizing workshops and structured training programs tailored to address core priorities like contact volume reduction, resolution speed, and data-augmented service strategies.
• Contribute to executive-level presentations that contextualize CS performance data within broader organizational objectives, ensuring insights are framed to influence senior leaders and drive strategic decision-making.

A Typical Day: 

• Owning the analytics road map, prioritization & delivery of solutions in the customer support space space. 
• Collaborating with operational teams to visualize case and interaction-level data to unpack contact reason trends and efficiencies.
• Engaging with global & India based stakeholders to refine Community Support reporting frameworks.
• Lead data investigations, uncover root causes and identify opportunities for product managers. 
• Building scalable insights solutions using advanced analytics techniques.
• Working closely with Product Managers and Business leads to design, execute and evaluate A/B tests. Understand common pitfalls and caveats of experimentation.
• Define how to best measure the performance of Airbnb products and business through new metrics and dimensions. Align with stakeholders, understand trade offs and guardrails, prototype metrics through custom data pipelines.
• Empower the team to answer data questions quickly and easily by building high-quality ground truth data sets and dashboards. 
• Work closely with other global operations and India analytics functions.
• Drive accountability within the team and effectively manage stakeholder expectations 
• Hire, retain and grow talent across the right mix of functional areas to meet payment analytics needs.
• Coach and mentor direct reports on both technical development and soft skills.
• Adapt and grow the India customer support analytics team as the business evolves.

Your Expertise:

• 15+ years of industry experience and an advanced degree (Masters or PhD preferred) in a quantitative field such as Statistics, Econometrics, Computer Science, Engineering, Mathematics, Data Science, or Operations Research.
• Proven expertise in leveraging analytics to shape customer support strategies, including reducing contact volumes, enhancing resolution rates, and improving service quality metrics such as NPS and FCR.
• Strong proficiency in Python or R programming, SQL, data modeling, ETL processes, and data warehousing concepts to ensure scalable and efficient data pipelines.
• Extensive experience in advanced statistical methodologies, including hypothesis testing, regression techniques (Linear, Logistic, Ridge, Lasso), Random Forest, NLP/Text Mining, and clustering algorithms like K-Means.
• Expertise in designing and developing BI dashboards using tools like Tableau, Power BI, or Looker, with a focus on user-centric design, advanced visualizations, interactivity features, and performance optimization.
• Demonstrated ability to design metrics and prototypes integrated with robust data pipelines, supporting actionable insights and decision-making.
• Skilled in A/B experiment analysis, statistical data analysis, and experimental design to measure effectiveness and drive continuous improvement.
• Proven communication and collaboration skills, capable of translating technical insights into actionable narratives for both technical and non-technical audiences within cross-cultural and cross-functional teams.
• Experience driving data strategies, establishing centralized sources of truth, and providing direction on analytics within diverse organizational contexts.

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.