Senior Data Scientist - Analytics, Support Products

Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. It takes a unified team committed to our core values to achieve this goal. Airbnb's various functions embody the company's innovative spirit and our fast-moving team is committed to leading as a 21st century company.

About the Team:

The Community Support Platform team is building a technology platform that supports Airbnb as it scales, delivering an exceptional level of customer service while also improving efficiency and the customer service agent experience. Data Science is key to this vision.

We are seeking a Data Scientist to join our strong Seattle office team to lead a variety of efforts to ensure a solid data foundation supports this project. You will collaborate with a team of fellow data scientists, engineers, designers, and product managers located in San Francisco and Seattle. In addition, you will leverage Airbnb’s rich and unique data, state-of-art machine learning infrastructure, and other central data science tools.

We have an incredible team of data scientists, our work is highly sought-after, and our impact on the business is tremendous. If you have a proven background in this field and are excited to help build Airbnb’s community, we want to hear from you.

Responsibilities:

• Defining, tracking, and explaining key metrics across multiple product areas
• Creating a measurement and experimentation plan to identify improvements in product metrics 
• Quantifying long-term impact of resolving customer contacts
• Identifying the best areas to leverage automation vs personal resolution to drive the best customer experiences
• Finding new areas of opportunity by conducting deep-dives on available data and making recommendations to the stakeholders in product and engineering teams

Examples of traits that we value:

• Advanced degree in Computer Science, Math, Statistics and other related quantitative fields. PhD is a plus.
• 5+ years professional experience
• Experience with languages used for querying (e.g. Hive/Spark/SQL), preprocessing (e.g. unix/python), and statistical analysis (e.g. R/Python)
• Ability to communicate clearly and effectively influence others 
• Experience or willingness to learn tools to create data pipelines using Airflow/Minerva
• Solid understanding of product analytics & experimentation 
• Creative 
• Self-driven