Senior Manager Advanced Analytics, CS Ops & BI

Role Overview: Airbnb is looking for a Senior Manager of Advanced Analytics to lead a high-performing team in delivering actionable insights, developing data frameworks, driving advanced analytics solutions, and building self-serve dashboards. As part of the Analytics Center of Excellence (ACOE), you will play a key role in shaping and supporting Community Support's strategic goals, including reducing contact volumes, increasing first contact resolution rates, and optimizing cost-effective service delivery. 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 aligned 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. - Contribute to executive-level presentations to drive strategic decision-making. Qualifications Required: - 15+ years of industry experience with an advanced degree in a quantitative field. - Proven expertise in leveraging analytics to shape customer support strategies. - Strong proficiency in Python or R programming, SQL, data modeling, ETL processes, and data warehousing concepts. - Extensive experience in advanced statistical methodologies and BI dashboard design. - Demonstrated ability in A/B experiment analysis, statistical data analysis, and experimental design. - Proven communication and collaboration skills within cross-cultural and cross-functional teams. Please note that the salary range for this position is between 6,900,000 to 9,900,000 INR.,