Senior Manager Advanced Analytics, CS Ops & BI

**Job Description:** **Role Overview:** You will be joining Airbnb's Community Support Analytics team, focusing on ensuring world-class service for the global community of guests and hosts. As a senior manager of advanced analytics, you will lead a high-performing team to deliver actionable insights and drive data-informed decisions that enhance customer experiences and operational efficiencies within the Analytics Center of Excellence (ACOE). **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 through workshops and training programs. - Contribute to executive-level presentations contextualizing CS performance data within broader organizational objectives. **Qualification Required:** - 15+ years of industry experience and an advanced degree (Masters or PhD) in a quantitative field. - Proven expertise in shaping customer support strategies using analytics. - Strong proficiency in Python or R programming, SQL, data modeling, and ETL processes. - Extensive experience in advanced statistical methodologies and designing BI dashboards. - Skilled in A/B experiment analysis and driving data strategies within diverse organizational contexts. - Excellent communication and collaboration skills to translate technical insights into actionable narratives. (Note: The additional details of the company were not included in the provided job description.),