Staff, Advanced Analytics - Community Support AI Assistant

The Community You Will Join: 

We are looking for a hands-on staff advanced analyst  who has demonstrated success in building an analytics team with functional expertise in building analytical solutions. Be a trusted partner to product teams and business leaders, across marketplace teams through providing insights, recommendations, and enabling data driven decisions. This role will sit under the Advanced Analytics family and support Product and Business leaders within our CS organization.

The Difference You Will Make:

• Data thought partner to product and business leaders across marketplace teams through providing insights, recommendations, and enabling data informed decisions.  

• Drive day to day product analytics and build scalable analytical solutions

• Develop a deep understanding of how guests and hosts interact with our CS products including but not limited to AI Assistant, IVR and other agent assisting tools to improve the customer experience.

A Typical Day: 

• Owning the product analytics roadmap, prioritization & delivery of solutions in the Contact Center Product space. 

• Own projects from start to end: building out timelines, key milestones, providing regular updates to product managers, analytics management and delivery against agreed timelines.

• Lead end-to-end measurement for AI systems, aligning metrics with business outcomes, user experience, and trustworthiness

• Collaborate with engineering to define scalable logging and ensure observability across agentic and LLM workflows.

• Lead the design and evaluate A/B and causal tests to quantify impact of AI features and optimizations.

• Translate insights into strategic recommendations for senior leaders; shape product priorities through data.

Your Expertise:

• 12+ years in industry experience and a degree (Masters or  PhD is a plus) in a quantitative field (e.g., Statistics, Econometrics, Computer Science, Engineering, Mathematics, Data Science, Operations Research).

• Expert communication and collaboration skills with the ability to work effectively with internal teams in a cross-cultural and cross-functional environment. Ability to conduct rigorous analysis and communicate conclusions to both technical and non-technical audiences

• Strong expertise in Python, SQL, A/B testing platforms and best practices

• Expertise in EDA, hypothesis testing, significance testing, regression, clustering techniques, concepts of NLP/Text Mining, machine learning and deep learning techniques, language model fine-tuning etc

• Understanding of LLM architectures (e.g., prompt chains, retrieval augmentation, orchestration frameworks like LangChain or DSPy).

• Familiarity with Agentic AI systems, human-in-the-loop design, and AI observability best practices

• Experience partnering with internal teams to drive action and providing expertise and direction on analytics, data science, experimental design, and measurement.

• Experience designing and building metrics, from conception to building prototypes with data pipelines

• Familiarity with vector stores, embeddings, prompt instrumentation, and structured logging of LLM interactions would be a plus

• Contact center domain and market place domain knowledge would be a plus

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list  If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

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.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.