Manager, Analytics

Position: Manager, Analytics 

Business Unit: Community Support

Our Company

About Airbnb: Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique travel experiences around the world. Whether an apartment for a night, a castle for a week or a villa for a month, Airbnb allows people to Belong Anywhere through unique travel experiences at any price point, in more than 85,000 cities and over 191 countries. We promote a culture of curiosity, humanity, and creativity through our product, brand, and, most importantly, our people.

The Community You Will Join:

The Analytics 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. This is a pivotal leadership position within our Community Support organization. This person will be accountable for the development and maintenance of the business intelligence reporting frameworks, tools and CS data mart to support the business analysis needs of the Community Support organization as well as accountability for driving operational performance. 

The Difference You Will Make:

This person will provide thought leadership and act as enabler for the Community Support team to deliver on their key OKR (Objective and Key Results) by driving performance and identifying initiatives that help achieve on the OKRs. 

This role is accountable for the delivery of all analytics and reporting across all tiers. Outcomes are delivered through collaboration with various business owners to determine and meet their reporting and analytics requirements. In addition, this role will support strategic planning by providing in-depth analysis, often in collaboration with Data Science and other business stakeholders, to identify new opportunities for the continued success and growth of Community Support as it pursues its vision.

A Typical Day: 

• Plan and implement the overall CS reporting, analytics and business intelligence strategy
• Champion a data-centered culture in CS by driving and fostering data-informed decisions through education and building self-service data skills.
• Functional leadership for the Global Analytics and Insights teams creating a culture of analytical thought leadership and delivery through collaboration and ongoing people development.
• Develop a trained, high performing, motivated and empowered team.
• Working with key internal CS customers, develop excellent reporting dashboards and tools that support their operational management needs; primary partners include Regional and Global Partner Management, CS strategy and planning, Shared Services and Financial Planning & Analysis.
• Ensure timely high-quality reporting and analytics providing deep regional insight and global benchmarks.
• Manage an effective prioritization process for Business Analytics requests that is transparent and agile, ensuring effort is placed on the right priorities with high quality and timely outputs.
• Oversee all aspects of analytics and business intelligence projects through analytics managers.
• Comprehensively report on prioritization and project status to leadership team and stakeholders on a regular basis ensuring progress tracking, removal of blockers and resolution of escalated issues.
• Ensure that Analyst standards are clearly defined and consistently used across the team (e.g. reporting, analytical methodologies and visualization) and are aligned with the broader analytics community best practices.
• Conduct deep-dive analyses that provide targeted insight on key business drivers to support decisive action that improves business performance and optimizes CS.  
• Identify opportunities to develop forecasts, statistical models, segmentation and data-driven analyses to support CS service design as part of an evolving multi/omni-channel strategy.
• Partner with IT, Data Engineering, Data Science and Product teams to deliver a stable and highly available reporting platform that meets the evolving needs of CS.
• Collaborate with data science leadership to take CS ownership for the overall company data standardization and delivery pipeline.

Your Expertise:

• Master's or Bachelor's degree in a relevant field of study
• Analytics experience within a competitive intelligence, business intelligence, or knowledge management unit ideally within a global customer operations environment
• Thorough understanding of call center business performance metrics (efficiency and customer experience) and industry standards (e.g. COPC)
• Proven people management and team leadership skills
• The ability to create robust and effective plans with clear priorities and objectives for the future.
• Enquiring mind with ability to recognize inefficiencies and challenge the status quo
• Effective problem solving skills, high degree of initiative, creativity and strong attention to detail.
• Excellent written and verbal communication and interpersonal skills
• Self-aware and with a proven ability to build strong collaborative relationships across all levels within the organization and outsource partner/suppliers
• The ability to balance multiple priorities in a fast-changing environment
• Hands-on experience with one or more language(s), highly competent in SQL. Other programming experience plus
• Advanced Excel skills including pivot tables, graphing and general advanced functions
• Proficient in data visualization tools. Tableau proficiency an advantage

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.