Staff Data Scientist, Algorithms, Operations Research/Customer Support

Summary

Join Airbnb's Customer Support Data Science team as a Staff Data Scientist specializing in Algorithms! You will collaborate with engineers, product managers, designers, and operations agents to build scalable systems matching services to customer needs. This role focuses on creating impactful solutions for critical challenges, such as developing user segmentation models, optimizing resource allocation, and improving CS routing engines. You will lead data science efforts, work with cross-functional partners, develop simulations, design experiments, and present findings to stakeholders. The ideal candidate possesses 9+ years of relevant experience, a Master's or PhD in a related field, and strong programming skills in Python, SQL, and R. This US-remote eligible position offers a competitive salary and benefits package.

Requirements

• 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, and statistical programming such as R
• 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

Responsibilities

• 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
• 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
• Estimating the long term impact of changing the CS experience for those groups of users
• Providing strategic insights around tradeoffs between CS quality and cost to empower us to offer the best possible CS experience to our customers
• Optimizing CS routing engines with new algorithms and simulations to validate them
• Building a deep understanding of our individual agent’s abilities in order to improve CS quality

Preferred Qualifications

• Experience in operational research such as queuing theory or resource allocation models
• Experience in developing simulations of complex systems

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits