Staff Data Scientist, Inference - Customer Support

The Community You Will Join:

Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. Customer Support (CS) aims to build the world’s most loyal travel community through exceptional service. Improving the operational efficiency of our CS offerings will allow us to meet our customers when and how they need us most.

As a Staff Data Scientist working on Inference in CS, you will have the opportunity to collaborate with a strong team of engineers, product managers, designers and operation agents to build scalable and robust systems to match our services to specific customer needs. You will be able to create meaningful impact through deep scientific understanding and by designing interventions for Airbnb CS’s most critical challenges. You will own projects end-to-end and serve as both a subject matter expert and mentor to the broader Data Science community on inference-related problems

The Difference You Will Make:

For this role, we’re seeking a casual inference expert join the Customer Support Data Science team, and have a direct opportunity to contribute, influence, and lead in the CS Personalization space by designing scalable scientific solutions for problems like:

• Creating models to identifying segments of users with unique CS needs and develop matching algorithms to pair those users to the right CS path
• Determine allocation strategy of Make Goods budget to maximize business impact
• Measuring the long term impact of changing the CS experience for those groups of users
• Guiding experimentation strategy
• Providing strategic insights around tradeoffs between CS quality and cost to empower us to offer the best possible CS experience to our customers
• Building a deep understanding of our individual agent’s abilities in order to improve CS quality

A Typical Day:

• Lead DS efforts building segmentation features for CS including data exploration, optimization and model prototyping
• Work collaboratively with cross functional partners including software engineers, product managers, operations and research, to refine requirements for segmentation models, drive scientific decisions, and quantify impact
• Develop simulations to validate the impact of potential product and operational changes to the business
• Design and utilize new experiment frameworks to measure the effectiveness feature launches, even when A/B tests are infeasible
• Regularly present work internally at monthly meetings to technical, engineering and product stakeholders to iterate and generate excitement on roadmap progress
• Bring new ideas to the team which can improve the operational efficiency of customer support at airbnb.

Your Expertise:

• 9+ years of relevant industry experience (e.g. data scientist, tech lead, junior faculty) and a Master’s degree or PhD in relevant fields
• Strong fluency in Python, SQL
• Familiarity with causal inference and experimentation and a desire to continue to learn
• Proven ability to communicate clearly and effectively to audiences of varying technical levels
• Proven mix of strong intellectual curiosity with high level of pragmatism and engagement with the technical community.

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.