About the Role
The Analytics Centre of Excellence (ACOE) at Airbnb, based in India, aims to provide data-driven decision-making, enabling Airbnb's business goals. The ACOE's vision is to build a world-class analytics organization that provides scalable analytics across various business functions. We are looking for a hands-on lead advanced analyst who has demonstrated success in building an analytics team with functional expertise in building analytical solutions. Be a trusted partner to product teams and business leaders, across marketplace teams through providing insights, recommendations, and enabling data-driven decisions. This role will sit under the Advanced Analytics family and support Product and Business leaders within our CS organization.
The Difference You Will Make
- Data thought partner to product and business leaders across marketplace teams through providing insights, recommendations, and enabling data informed decisions.
- Drive day to day product analytics and build scalable analytical solutions.
- Develop a deep understanding of how guests and hosts interact with our CS products including but not limited to AI Assistant, IVR and other agent assisting tools to improve the customer experience.
A Typical Day
- Owning the product analytics roadmap, prioritisation & delivery of solutions in the Contact Center Product space.
- Own projects from start to end: building out timelines, key milestones, providing regular updates to product managers, analytics management and delivery against agreed timelines.
- Lead end-to-end measurement for AI systems, aligning metrics with business outcomes, user experience, and trustworthiness.
- Collaborate with engineering to define scalable logging and ensure observability across agentic and LLM workflows.
- Lead the design and evaluate A/B and causal tests to quantify impact of AI features and optimisations.
- Translate insights into strategic recommendations for senior leaders; shape product priorities through data.
- Hire, mentor and up-level team capability in AI analytics, experiment best practices and storytelling.
Your Expertise
- Min 8 or more years in industry experience 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).
- Expert communication and collaboration skills with the ability to work effectively with internal teams in a cross-cultural and cross-functional environment. Ability to conduct rigorous analysis and communicate conclusions to both technical and non-technical audiences.
- Strong expertise in Python, SQL, A/B testing platforms and best practices.
- Expertise in EDA, hypothesis testing, significance testing, regression, clustering techniques, concepts of NLP/Text Mining, machine learning and deep learning techniques, language model fine-tuning etc.
- Understanding of LLM architectures (e.g., prompt chains, retrieval augmentation, orchestration frameworks like LangChain or DSPy).
- Data engineering foundations, including ability to work with data engineering teams on pipeline design, metric computation jobs, data model changes, and maintaining reliable end-to-end metric systems.
- Familiarity with Agentic AI systems, human-in-the-loop design, and AI observability best practices.
- Experience partnering with internal teams to drive action and providing expertise and direction on analytics, data science, experimental design, and measurement.
- Experience designing and building metrics, from conception to building prototypes with data pipelines.
- Familiarity with vector stores, embeddings, prompt instrumentation, and structured logging of LLM interactions would be a plus.
- Contact center domain and market place domain knowledge would be a plus.