Senior Data & Reporting Analyst jobs at Airbnb in India, Gurugram

Master High-Stakes Customer Resolutions:

• Lead resolution of critical cases escalated to senior leadership, mirroring the precision of industries like luxury hospitality or premium aviation. Operate with urgency, delivering personalized solutions with unmatched attention to detail.
• Conduct investigative deep dives: Analyze high-impact issues (e.g., safety concerns, high-value customer disputes) through data-driven problem-solving and cross-functional collaboration.

Redefine Customer Expectations:

• Create transformative customer experiences: Resolve not just immediate concerns but systemic issues, aligning with industries like luxury retail where service exceeds expectations at every touchpoint.
• Go beyond service recovery: Deliver tailored resolutions (e.g., surprise-and-delight gestures, executive-level handling) that build enduring customer loyalty.

Deliver Empathy-Led Advocacy:

• Anticipate unspoken needs: Identify hidden pain points and proactively address them, following the example of empathetic industries like healthcare and high-end concierge services.
• Turn detractors into advocates: Use emotionally intelligent communication to rebuild trust and transform dissatisfied customers into brand champions.

Collaborate and Influence Across Functions:

• Build bridges across teams: Work with wider Community Support, Legal, PR, Trust & Safety, and other stakeholders to align customer outcomes with organizational goals..
• Drive strategic change: Identify trends from customer escalations, translating them into actionable recommendations for leadership to improve policies, processes, and user experience.

Develop Expertise and Mitigate Risks:

• Become a subject-matter expert : Deeply understand brand policies, compliance requirements, and regulatory obligations.
• Manage ambiguity with authority: Use sound judgment to handle complex, high-stakes cases with minimal supervision.

Set the Gold Standard in Operations:

• Mentor and elevate peers: Share expertise to upskill team members, refine playbooks, and scale operational excellence, inspired by continuous improvement practices in elite organizations.
• Innovate processes: Design workflows that embed customer-first principles, reflecting the scalable excellence seen in leading tech and luxury brands.

Your Expertise:

• Investigate with precision: You approach problems like an auditor in finance or a specialist in healthcare, uncovering root causes others miss .
• Thrive in high-pressure environments: You remain composed and decisive, even in scenarios requiring rapid escalation and executive-level visibility
• Deliver beyond expectations: You treat every case as an opportunity to innovate and provide high end customer service.
• Communicate with confidence: Your messaging is polished, persuasive, and tailored for stakeholders at all levels—from team members to C-suite executives.
• Think systemically: You anticipate the ripple effects of decisions, leveraging foresight seen in industries like aviation safety or strategic consulting.

  Requirements:

  • Experience: 3+ years in customer success, risk management, or service delivery in high-stakes sectors (e.g., aviation, healthcare, finance, or luxury retail).
  • Availability to work 40 hours a week (out of Gurgaon location, 5 days WFO), available to work weekends and/or different shifts
  • Track record of excellence: Consistently rated as a top performer in roles requiring quick decision-making and emotional intelligence.
  • Availability: Flexible to work non-traditional hours, reflecting the round-the-clock commitment seen in premium service industries.

  Key Skills:

  • Conflict resolution: Expert at diffusing tense situations with empathy and authority
  • Time management: Proven ability to juggle 10+ critical tasks with precision, prioritizing effectively under tight deadlines.
  • Strategic decision-making: Comfortable making high-stakes judgment calls (e.g., financial goodwill gestures, policy exceptions) that balance business and customer needs.
  • Operational excellence: Experience with customer-centric workflows and governance models from industries like financial services or aviation.

Offices: Gurugram, India

The Difference You Will Make:

As a senior manager of advanced analytics , you will lead a high-performing team tasked with delivering actionable insights, developing robust data frameworks, driving advanced analytics solutions and building self-serve dashboards. Your expertise will shape and support Community Support’s strategic goals, including reducing contact volumes, increasing first contact resolution rates, and optimizing cost-effective service delivery.

• Leadership & Strategy :
• Lead and inspire a multidisciplinary analytics team to deliver data-driven insights for Community Support.
• Develop and execute an analytics strategy to align with organizational priorities, such as reducing contact volume, increasing first contact resolution (FCR), and optimizing cost-effective service delivery.
• Translate Community Support priorities into actionable data strategies to enhance customer satisfaction, operational efficiency, and proactive issue resolution.
• Advanced Analytics Solutions :
• Drive analytics frameworks across Community Support AI tools, operational processes, and ambassador interactions.
• Design predictive and causal modeling techniques to identify trends, optimize resourcing, and improve service experiences.
• Enhance anomaly detection capabilities and integrate predictive analytics with operational dashboards to deliver real-time insights.
• Collaboration :
• Partner across functional teams such as Product, Operations, and Data Engineering to ensure alignment of insights with business objectives.
• Work closely with engineering on logging improvements, instrumentation, and scalable tools.
• Metrics Development :
• Build and oversee impactful metrics such as Net Promoter Score (NPS), Time to First Touch (TTFT), First Contact Resolution (FCR), Solves Per Day (SPD), and advanced Service Quality metrics.
• Introduce models for measuring and mitigating silent suffering and other nuanced customer trends.
• Experimentation & Measurement :
• Lead structured experimentation, including developing power analyses, exit criteria, and statistical models for inference in key initiatives.
• Organizational Leadership :
• Foster innovation in CS analytics by organizing workshops and structured training programs tailored to address core priorities like contact volume reduction, resolution speed, and data-augmented service strategies.
• Contribute to executive-level presentations that contextualize CS performance data within broader organizational objectives, ensuring insights are framed to influence senior leaders and drive strategic decision-making.

A Typical Day:

• Owning the analytics road map, prioritization & delivery of solutions in the customer support space space.
• Collaborating with operational teams to visualize case and interaction-level data to unpack contact reason trends and efficiencies.
• Engaging with global & India based stakeholders to refine Community Support reporting frameworks.
• Lead data investigations, uncover root causes and identify opportunities for product managers.
• Building scalable insights solutions using advanced analytics techniques.
• Working closely with Product Managers and Business leads to design, execute and evaluate A/B tests. Understand common pitfalls and caveats of experimentation.
• Define how to best measure the performance of Airbnb products and business through new metrics and dimensions. Align with stakeholders, understand trade offs and guardrails, prototype metrics through custom data pipelines.
• Empower the team to answer data questions quickly and easily by building high-quality ground truth data sets and dashboards.
• Work closely with other global operations and India analytics functions.
• Drive accountability within the team and effectively manage stakeholder expectations
• Hire, retain and grow talent across the right mix of functional areas to meet payment analytics needs.
• Coach and mentor direct reports on both technical development and soft skills.
• Adapt and grow the India customer support analytics team as the business evolves.

Your Expertise:

• 15+ years of industry experience and an advanced degree (Masters or PhD preferred) in a quantitative field such as Statistics, Econometrics, Computer Science, Engineering, Mathematics, Data Science, or Operations Research.
• Proven expertise in leveraging analytics to shape customer support strategies, including reducing contact volumes, enhancing resolution rates, and improving service quality metrics such as NPS and FCR.
• Strong proficiency in Python or R programming, SQL, data modeling, ETL processes, and data warehousing concepts to ensure scalable and efficient data pipelines.
• Extensive experience in advanced statistical methodologies, including hypothesis testing, regression techniques (Linear, Logistic, Ridge, Lasso), Random Forest, NLP/Text Mining, and clustering algorithms like K-Means.
• Expertise in designing and developing BI dashboards using tools like Tableau, Power BI, or Looker, with a focus on user-centric design, advanced visualizations, interactivity features, and performance optimization.
• Demonstrated ability to design metrics and prototypes integrated with robust data pipelines, supporting actionable insights and decision-making.
• Skilled in A/B experiment analysis, statistical data analysis, and experimental design to measure effectiveness and drive continuous improvement.
• Proven communication and collaboration skills, capable of translating technical insights into actionable narratives for both technical and non-technical audiences within cross-cultural and cross-functional teams.
• Experience driving data strategies, establishing centralized sources of truth, and providing direction on analytics within diverse organizational contexts.

Offices: Gurugram, India

The Community You Will Join:

We together take care of all the safety concerns of our users, few things to keep in mind while being part of safety

As a Senior Specialist, you’ll be trusted with our most sensitive, high-risk cases, those that require a combination of trauma-informed support, exceptional judgment, and deep behavioral insight. You’ll also serve as a thought partner to leadership, helping to raise the bar on how we care for our users, and how we collaborate globally to drive consistency and care.

You will directly support users and internal stakeholders during our most critical, low-frequency but high-severity incidents, including but not limited to:

• Physical or sexual assault, exploitation, or abuse
• Self-harm and mental health-related emergencies
• Human trafficking and child endangerment
• Domestic violence or threats to personal safety
• Culturally sensitive, high-risk cases requiring bespoke handling

Your ability to navigate ambiguity, crisis, and cultural nuance with poise and empathy will help preserve safety and trust at the most difficult times.

• Provides leadership-level case handling across high-complexity, high-sensitivity cases
• Demonstrates deep subject-matter expertise in personal safety risk assessment and trauma-informed communication
• Collaborates on complex case decisions across cross-functional teams including Legal, Comms & Safety Stakeholders
• Actively identifies patterns, edge cases, and workflow gaps; contributes to the refinement of global safety procedures
• Maintains quality, accuracy, and ownership with minimal supervision

• Effectively communicates complex case contexts to senior leadership and cross-functional partners
• Leads or supports debriefs, learning sessions, and stakeholder reviews for severe incidents
• Writes clear, concise narratives on high-risk cases that may be used in internal and executive-level reviews
• Demonstrates tact, professionalism, and credibility across diverse and high-pressure settings

• Assesses behavioral signals and patterns to predict user needs or safety risks
• Escalates cases appropriately, balancing urgency and long-term impact
• Contributes to safety incident root-cause analysis and quality audits
• Uses data and qualitative feedback to advocate for product or policy improvements

• Maintains composure and clear judgment during highly stressful or emotional incidents
• Supports and coaches peers in best practices for trauma-informed engagement
• Proactively fosters psychological safety and resilience within the team
• Embraces difficult conversations and navigates ambiguity with confidence

• 4+ years in customer-facing roles with direct phone/email interaction, including 2+ years in Trust & Safety, emergency response, law enforcement, mental health, or crisis management
• Demonstrated experience handling highly sensitive or traumatic content with care and confidentiality
• Experience engaging with executive stakeholders or leading discussions involving safety, crisis escalation, or reputational risk
• Ability to work weekend days and public holidays required, as well as evening or night shifts. Your schedule can change to meet business needs
• Advanced ability to assess risk levels and act with speed and discretion
• Skilled in trauma-informed communication, both written and verbal
• Comfortable handling ambiguity, adapting workflows, and making judgment calls on the fly
• Effective communicator who can break down complex ideas clearly for varied audiences
• Strong writing skills for crafting case summaries, stakeholder updates, and escalation narratives
• Experience coaching or supporting peers, and contributing to cross-team collaboration

Offices: Gurugram, India

Stakeholder Management:

• Collaborate with executive-level management in the development of performance goals and long-term operational plans.
• Build and maintain relationships with all department heads, external partners and vendors to make decisions regarding operational activity and strategic goals.
• Educate stakeholders with standard transition methodology components, likely adaptations of the solution, as well as knowledge of recent transitions and changes that were made to the standard methodology.
• Ability to coordinate with stakeholders and ability to effectively address the needs and expectations.
• Ability to work with executive stakeholders and governance/report at the country leadership level.

Design and lead operations of multiple departments:

• Take end-to-end ownership of one or more departments.
• Define goals for your departments. This will require a thorough understanding of customer needs, both existing and potential.
• Define, implement and own the required org structure.
• Enable your team to ensure quality delivery in all these departments ○ Establish & execute benchmark Quality Assurance.

Design blueprint:

• Divide the solution proposed into multiple projects. Prioritize projects on the basis of impact and effort required.
• Construct, develop and execute key operational strategies.
• Develop and oversee service strategies in coordination with organizational goals and competencies.
• Produce, develop and refine Standard Operating Procedures (SOP) ○ Break down the projects further into actionable steps.
• Stitch the different steps together to form one comprehensive blueprint for the project.
• Seek input from peers to iterate. Present the blueprint to the senior management to get them on-board.

Implement:

• Define the approach for all the actionable steps.
• Build required processes with a focus on accuracy, efficiency and scalability. Try to automate as much as possible.
• Define and set up KPIs to monitor the health of the project.
• Prepare implementation guidelines. Identify resources to work with ○ Ensure training of personnel involved and identify specific/periodic training programs if need be.
• Solve queries raised by the team. If similar queries are raised frequently, incorporate in the implementation guidelines and train the team.

Monitor the growth and health of your Departments:

• Define and set up KPIs to monitor the health of the departments.
• Set up a monitoring protocol and design MIS reports.
• Manage escalated operations issues and determine proper Issue Resolution.
• Establish, deliver, manage and maintain the adoption of business controls that allow the organization to quickly identify trends and potential issues.
• Escalate in case of any non-compliance to set guidelines, quality issues etc.
• Identify New Projects from Department MIS and reviews. Modify blueprint and processes related to it which may lead to a better outcome.
• Evaluate regularly the efficiency of business procedures according to organizational objectives and apply improvements.

Hybrid Work Requirements & Expectations:

To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following:

• Workspace : A dedicated, quiet, and private workspace free from interruptions and external noise
• Internet Connectivity : During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings
• Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved.
• Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality.

Offices: Gurugram, India

A Typical Day:

• Provide legal and strategic advice and counsel to internal clients and legal colleagues on a range of regional employment issues, including prevention of harassment and discrimination, anti-bribery and corruption, and ethics issues.
• Delivering clear, effective and practical legal advice to the Employee Experience team, including queries relating to employment laws, internal policies and workflow.
• Act as the presiding officer or a member of the Internal Complaints Committee in India constituted to redress concerns of sexual harassment at workplace.
• Independently support key Talent and Business partners on complex and challenging employment issues.
• Support the creation & management of our employment and compliance policies.
• Manage high-visibility, high-stakes employment & compliance issues, disputes, and investigations.
• Become a trusted and collaboration-oriented partner across Employee Experience functions in the Asia Pacific region.
• Support Airbnb’s commitment to building and maintaining a diverse workplace, free of discrimination and harassment.
• Drive cross-functional projects to improve our regional employment compliance.
• Effectively collaborate with regional and global colleagues, whether in APAC or globally, to provide globally aligned legal advice that appropriately balances domestic and global perspectives and needs.
• Keeping up to date with new developments in employment legislations

Your Expertise:

• Possesses a bachelor of law or its equivalent, and has qualified to practice in a major jurisdiction.
• At least 12 years of relevant experience post qualification.
• Fluency (reading/writing/speaking) in English is essential.
• Excellent communication and stakeholder management skills, with the ability to work effectively in a fast-paced, multicultural environment.
• Consistently delivers creative, thoughtful and business-oriented results that appropriately balance growth and risk in a fast-paced and high-pressure environment.
• Ability to spot key risks, analyse and practically assess risk, and provide actionable recommendations.
• Intellectually curious, open-minded, adaptable, comfortable with ambiguity and risk, and excited by dynamic change.
• Organised, detail-oriented and methodical, and able to effectively manage projects, deadlines, audits and investigations, and crafting workflows, protocols and processes.
• Self-starter, driven and able to work autonomously while prioritizing competing tasks in a fast-paced, challenging environment.
• Empathetic, caring and humble.
• Entrepreneurial and business-orientated.
• Adaptable individual possessing high integrity and excellent judgment.
• International travel may be required.

Offices: Gurugram, India

Provide Personalised and Exceptional Customer Support:

• Deliver bespoke and high-quality customer service to guests and Hosts, ensuring their unique needs and preferences are met with the utmost care and attention.
• This involves understanding the specific requirements of high-end customers and tailoring interactions to provide a personalised experience that reflects Airbnb’s commitment to excellence.
• Given the diverse cultural backgrounds and preferences of the users, the representative should be adept at customising their approach to suit individual customer needs.

Complex Case Management:

• Provide the highest level of service to the Airbnb community in every case.
• Interact with Airbnb customers and community members through various channels, including live chat, social platforms, messaging, and phone.
• Take complete ownership of all assigned cases, ensuring a final resolution or settlement is reached based on workflows and management guidelines. Foster relationships with users and escalate to other teams when necessary.
• Demonstrate an ownership mentality and good judgment, with the ability to question and deviate from workflows when needed, but only with management approval.
• Be highly receptive to feedback from management and quality teams, and quickly adopt behaviours to improve work quality.

Combining Efficiency with Bespoke Quality:

• Deliver tailored, high-quality service to guests and Hosts, meeting their unique needs with care.
• Handle high case volumes without compromising quality, and proactively enhance user experiences.
• Resolve issues quickly, ensuring mutual satisfaction, while upholding top hospitality standards in every interaction.

Participating in Your Team’s Improvement:

• Leverage your functional operational knowledge to proactively support team success.
• Provide insights about community experience and continuous improvement opportunities to your management.
• Help document ways of working, best practices, and norms for your service(s) as requested by management.
• Provide technical/functional/subject matter expertise to less experienced team members.

Going Above and Beyond:

• Anticipate the customer's needs and proactively offer solutions or suggestions. By understanding their situation, you can provide relevant information or options to make their experience smoother.
• Strive to provide prompt and efficient service. Respond to customer inquiries or issues in a timely manner, ensuring that their concerns are addressed quickly and effectively.

Stakeholder Engagement:

• Gain the trust of internal and external stakeholders through effective relationship management and delivering results.
• Display openness and approachability when resolving issues.
• Understand the key drivers of your function and how they relate to one another, as well as the business impact of those metrics.
• Be on-call to handle emergency situations in the evenings and weekends.

• 5+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts
• Graduate or above.
• Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.
• Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly.
• Ability to work weekend days and public holidays required, as well as evening shifts. Your schedule can change to meet business needs
• Excellent verbal and written communication skills are essential for providing exceptional customer service to guests and hosts and engaging with stakeholders.
• Ability to understand guest needs and provide personalised recommendations and assistance.
• Important for dealing with customers, especially in high-pressure situations.
• Ability to manage a high volume of work, multitask, prioritise, and adhere to prescribed schedules, including breaks, lunches, and training time.
• A strong passion for delivering exceptional customer service and setting a high bar.
• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively.
• Proficiency in computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems, with the ability to quickly learn new tools.Also basic understanding around handling tools such as Google sheet,Google Doc etc.
• Proficiency in English is required, and knowledge of other languages is a plus.
• Along with the primary intelligence to understand the query, the Ambassador must possess emotional intelligence to dig down the root cause of the query to resolve the issue completely to meet customer needs from the grassroot level.

Offices: Gurugram, India

A Typical Day:

• Build and manage professional host account relationships within the GR & SEE territory
• Directly manage accounts to meet and exceed quarterly/annual sales goals
• Analyze data and utilize data-driven recommendations to identify and action on strategic opportunities in your region to drive increase in sales
• Prospect and onboard new, high quality supply in your assigned geography
• Maintain a baseline understanding of the technical integration of various software partners so that you can provide the right support to your clients
• Represent Airbnb in external meetings with Professional Hosts
• Educate clients on all significant product changes and cascade feedback on product and policy to the relevant internal stakeholders
• Hold regular optimization calls and business reviews with your clients.
• Develop strong and long lasting partnerships
• Develop deep knowledge of your assigned geographic markets and become the go-to source for all information relating to local trends and market dynamics for internal and external partners
• Respond to and deliver exceptional service to your professional hosts in a timely and efficient manner, occasionally traveling to your market to provide in-person support and guidance
• Work cross-functionally with public policy, legal, communication and customer support teams to ensure our long-term market success.
• Engage an entrepreneurial mindset to autonomously design, develop and execute bespoke engagement initiatives for the assigned territory.
• Support host community programs in your region, contributing to the growth and engagement of Airbnb's community.

Your Expertise:

• 5+ years experience in account management, partner support and/or sales.
• 2+ years experience in hospitality/travel industry is a plus
• Fluency in Greek and English is required
• Must be willing to regularly travel to your aligned market territory. Typical expectation would be once every 1-2 times per quarter.
• Proven track record of being able to effectively work a leads pipeline and/or a book of business
• Proficient in using CRM software, specifically in working with leads, opportunities and other core objects - Salesforce and Mixmax experience is a plus
• Excellent communication and presentation skills and ability to communicate effectively with clients via phone, email, and in-person
• Proficient quantitative skills and proven ability to interpret and apply data throughout your day-to-day work
• Strong time management and prioritization skills
• Ability to work at both strategic and tactical levels, with a proven track record to execute in ambiguous environments
• Ability to work within tight deadlines, adjust to changes in priorities, and balance short-term needs with long-term strategic initiatives;
• Passion for Airbnb, travel, and the sharing economy - being an Airbnb host is a plus
• Proven experience working cross-functionally
• Charismatic self-starter who is resourceful and self-sufficient
• The role is based from our London, Milan or Dublin office (Hybrid)

Offices: Dublin, Ireland, London, United Kingdom, Milan, Italy