# Lead, Advanced Analytics, Community Support

**Company:** [Airbnb](https://hotfix.jobs/companies/airbnb)
**Location:** Remote
**Role:** Data Analytics
**Salary:** $164k – $191k/yr
**Experience:** 8+ years
**Skills:** SQL, Python, R, Causal Inference, Experimentation, Machine Learning, Statistical Modeling, Power Analysis, Data Modeling, Schema Design, ETL, Airflow, Metrics Definition, Data Analysis
**Posted:** 2026-08-13

> Leads advanced analytics for Customer Support, partnering with product and operations leaders to improve community and agent experiences through metrics, experimentation, causal inference, and scalable data tools. Requires 8+ years of business analytics experience and strong SQL plus Python or R expertise.

## Job Description

## Responsibilities
- Act as a data thought partner to product and business leaders across Customer Support, providing insights, recommendations, and 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 guest, host, and agent experiences.
- Build and grow measurement capacity using machine learning infrastructure and data science tools.
- Collaborate with engineers, product managers, designers, and operations agents on cross-functional goals related to community safety and trust.
- Lead data-driven roadmaps for Customer Support working groups and recommend actionable, metrics-backed solutions.
- Build business insights and reporting platforms to evaluate behaviors, product interfaces, and processes across the Customer Support platform and contact center network.
- Perform data modeling of entities and use tools and frameworks to optimize community and agent experiences.
- Define and evaluate key metrics, including measurement of new product launches, and communicate the factors driving those metrics.
- Influence data-driven decisions through business reviews, scorecards, self-service portals, OKRs, and planning.
- Influence experimentation and measurement strategies; conduct power analyses, define exit criteria, and apply statistical models to improve inference.

## Requirements
- **8+ years** of industry experience in business analytics.
- Degree in a quantitative field such as Statistics, Econometrics, Computer Science, Engineering, Mathematics, Data Science, or Operations Research.
- Experience supporting customer service or working closely with operations teams.
- Expert SQL skills and expertise in at least one programming language for data analysis, such as Python or R.
- Experience with non-experimental causal inference, experimentation, and machine learning techniques, ideally in a multi-sided platform setting.
- Working knowledge of schema design and high-dimensional data modeling.
- Ability to work effectively amid ambiguity in a fast-growth, complex environment with minimal direction.
- Ability to identify issues, propose solutions, influence stakeholders, and prioritize what matters most based on data and insights.

## Nice to Have
- Master's degree or PhD in a quantitative field.
- Experience with ETL frameworks such as Airflow.

## Compensation and Benefits
- Base pay range: **$164,000–$191,000 USD**.
- May be eligible for bonus, equity, benefits, and Employee Travel Credits.

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