Manager, Analytics

Role Overview: As a Manager, Analytics at Airbnb, you will be a pivotal leader within the Community Support organization, based in India. Your main responsibility will be to develop and maintain business intelligence reporting frameworks, tools, and CS data mart to support the business analysis needs of the Community Support organization. You will also be responsible for driving operational performance and providing thought leadership to help the team achieve their key OKRs. Key Responsibilities: - Plan and implement the overall CS reporting, analytics, and business intelligence strategy. - Champion a data-centered culture in CS by driving and fostering data-informed decisions through education and building self-service data skills. - Provide functional leadership for the Global Analytics and Insights teams to create a culture of analytical thought leadership and delivery through collaboration and ongoing people development. - Develop a trained, high-performing, motivated, and empowered team. - Collaborate with key internal CS customers to develop excellent reporting dashboards and tools that support their operational management needs. - Ensure timely high-quality reporting and analytics providing deep regional insight and global benchmarks. - Manage an effective prioritization process for Business Analytics requests that is transparent and agile, ensuring effort is placed on the right priorities with high quality and timely outputs. - Conduct deep-dive analyses to provide targeted insight on key business drivers, supporting decisive action that improves business performance and optimizes CS. - Partner with IT, Data Engineering, Data Science, and Product teams to deliver a stable and highly available reporting platform that meets the evolving needs of CS. Qualifications Required: - Masters or Bachelors degree in a relevant field of study. - Analytics experience within a competitive intelligence, business intelligence, or knowledge management unit, ideally within a global customer operations environment. - Thorough understanding of call center business performance metrics and industry standards. - Proven people management and team leadership skills. - Excellent problem-solving skills, initiative, creativity, and attention to detail. - Strong written and verbal communication and interpersonal skills. - Ability to build strong collaborative relationships across all levels within the organization and with external partners. - Hands-on experience with SQL and advanced Excel skills. - Proficiency in data visualization tools, with Tableau proficiency as an advantage. Role Overview: As a Manager, Analytics at Airbnb, you will be a pivotal leader within the Community Support organization, based in India. Your main responsibility will be to develop and maintain business intelligence reporting frameworks, tools, and CS data mart to support the business analysis needs of the Community Support organization. You will also be responsible for driving operational performance and providing thought leadership to help the team achieve their key OKRs. Key Responsibilities: - Plan and implement the overall CS reporting, analytics, and business intelligence strategy. - Champion a data-centered culture in CS by driving and fostering data-informed decisions through education and building self-service data skills. - Provide functional leadership for the Global Analytics and Insights teams to create a culture of analytical thought leadership and delivery through collaboration and ongoing people development. - Develop a trained, high-performing, motivated, and empowered team. - Collaborate with key internal CS customers to develop excellent reporting dashboards and tools that support their operational management needs. - Ensure timely high-quality reporting and analytics providing deep regional insight and global benchmarks. - Manage an effective prioritization process for Business Analytics requests that is transparent and agile, ensuring effort is placed on the right priorities with high quality and timely outputs. - Conduct deep-dive analyses to provide targeted insight on key business drivers, supporting decisive action that improves business performance and optimizes CS. - Partner with IT, Data Engineering, Data Science, and Product teams to deliver a stable and highly available reporting platform that meets the evolving needs of CS. Qualifications Required: - Masters or Bachelors degree in a relevant field of study. - Analytics experience within a competitive intelligence, business intelligence, or knowledge management unit, ideally within a global customer operations environment. - Thorough understanding of call center business performance metrics and industry standards. - Proven people management and team leadership skills. - Excellent problem-solving skills, initiative, creativity, and attention to detail. - Strong written and verbal communication and interpersonal skills. - Ability to build strong collaborative relations