Call Center Analyst

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Community You Will Join: We are looking for an expert leader to join our community as the Staff Payments Advanced Analytics. In this capacity, you will be a vital driver in executing the strategic vision for Airbnb's global Payments operations. As a key data thought partner, you will streamline integrated, data-informed decision-making across the Payments Platform, Product, and Operations teams. Our organization is dedicated to achieving operational excellence and enhancing the Guest and Host experience through a rigorous culture of problem-solving fueled by data and research. You will embed quantitative measurement into our user journeys and product processes, establishing objective indicators for success. Collaborating with a cross-functional team of engineers and finance partners, you will oversee the technical details of fund processing, including collection, reconciliation, and settlement systems. Your expertise in building relationships and framing narratives will be essential as you influence stakeholders at every level to drive global process improvements and optimize our payments data landscape. The Difference You Will Make: Act as a vital data thought partner to leadership, delivering actionable insights and recommendations that empower integrated, data-informed decision-making across the organization. Champion day-to-day analytics while architecting scalable reporting platforms to enhance the efficacy of our payments ecosystem. Pinpoint frictions in the user journey to optimize experiences for our global Guest, Host, and agent communities through rigorous problem-solving. Solve complex domain challenges using advanced quantitative measurement, machine learning models, AI, and experimentation to provide fresh perspectives on existing solutions. Develop sophisticated analytical frameworks and statistical models to establish causal inference and drive measurable business impact. Bridge the gap between technical complexity and strategic influence by translating experimental results into compelling narratives for executive stakeholders. Influence the eTeam-level roadmap by defining key metrics in unstructured spaces and providing data-backed strategy recommendations. Furthermore, you will utilize Airbnb’s sophisticated data infrastructure and machine learning tools to expand our organizational measurement capacity. You will immerse yourself in the technical intricacies of our payment processing systems, partnering with a cross-functional team of engineers and product managers. A Typical Day: Drive strategic Payments roadmaps and user journey optimizations through data-informed insights and cross-functional collaboration. Empower decision-making through the delivery of business reviews, executive scorecards, and strategic OKR planning. Architect scalable business insight and reporting frameworks designed to achieve organizational objectives. Design and execute rigorous experimentation frameworks, utilizing advanced statistical modeling and causal inference to quantify business impact and drive strategic process refinements. Construct data models to size product offerings and drive clear prioritization. Collaborate with platform teams to maintain a resilient payments infrastructure. Analyze payment processing trends and partner with cross functional stakeholders to apply any changes to the business. Draw upon expertise in intersecting domains to discover patterns and identify systemic opportunities. Monitor the global fintech landscape for emerging trends and regulatory shifts, proactively identifying avenues for innovation within our ecosystem. Your Expertise: A minimum of 10+ years of industry experience in business analytics 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). Possess a proven track record of working in Payments organizations, demonstrating deep technical proficiency across payments domain areas, such as payment processing, risk, and compliance. Expert skills in SQL and expert in at least one programming language for data analysis (Python or R). Strong storytelling skills. Able to drive Experience in using AI tools to scale workflows, and identify new areas of opportunity. Experience with non-experimental causal inference methods, experimentation, and machine learning techniques, ideally in a multi-sided platform setting. Working knowledge of schema design and high-dimensional data modeling (ETL framework like Airflow). 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: View email address on click.appcast.io . 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.