Airbnb is seeking to personalize its customer support offerings to meet the unique needs of its customers through scalable and robust systems.
Requirements
- Strong fluency in Python or R for hands-on IC work
- Experience with SQL for advanced data analysis at scale
- Experience with causal inference and experimentation techniques
- Proven ability to communicate clearly and effectively to audiences of varying technical levels
- Ability to take a product-oriented mindset in using conceptual and innovative thinking to develop and apply solutions
- Publications or presentations in recognized journals/conferences is a plus
- Experience with multi-sided platform settings
Responsibilities
- Building segmentation models for various CS scenarios
- Developing strategies to match users with the appropriate CS solutions
- Designing and implementing quasi-experiment frameworks to measure feature launch effectiveness
- Integrating causal modeling with ML models to improve performance of model-derived interventions
- Optimizing CS routing engines with advanced algorithms and developing simulations to validate them
- Measuring the CS personalization products through rigorous experimentations and driving data-informed launch decisions
- Building a deep understanding of individual agent’s abilities to improve CS quality
Other
- 2+ years of relevant industry experience
- Master’s degree or PhD in relevant fields
- Proven mix of strong intellectual curiosity with high level of pragmatism and engagement with the technical community
- Ability to work collaboratively with cross functional partners
- Ability to present work internally at monthly meetings to technical, engineering and product stakeholders
- US - Remote Eligible, must live in a state where Airbnb, Inc. has a registered entity
