Head of Analytics

The Difference You Will Make
Serve as the primary data thought partner to product and business leaders across Community Support, providing strategic insights, recommendations, and enabling data-informed decisions at an organizational level.
Drive day-to-day product analytics and create scalable, reusable data tools and frameworks that elevate the entire team's analytical capability.
Build and scale advanced analytical capabilities; leverage Company's state-of-the-art machine learning infrastructure and central data science tools to collaborate with engineers, product managers, designers, and operations agents to achieve shared, cross-functional goals.
Champion AI-first analytics practices across the team identifying high-impact opportunities to integrate LLM-based tools, AutoML, and advanced AI capabilities into analytical workflows.
Demonstrate a strong sense of urgency and commitment to Company's mission of belonging.
Develop a deep understanding of how guests and hosts interact with our Community Support platform and how we can manage risk while meeting regulatory compliance requirements through structured and unstructured data sources.
Mentor and guide junior analysts, fostering a culture of analytical rigor, curiosity, and continuous skill development.
A Typical Day
Drive the product analytics roadmap, prioritization, and delivery of solutions in the Strategic Planning & Operations space, operating with minimal direction and planning up to 6 months ahead.
Lead projects end-to-end: building timelines, defining key milestones, providing regular updates to product managers and analytics leadership, and delivering against agreed timelines.
Work closely with Product Managers and Business leads to design, execute, and evaluate A/B tests; proactively identify and communicate common pitfalls and caveats of experimentation.
Build credibility and trust with the team by building high-quality ground truth datasets and dashboards that empower stakeholders to answer data questions quickly and independently.
Collaborate with Product Engineering to spec out logging and with Analytics Engineering to build scalable data tools for mass consumption within Company.
Devise business metric frameworks and optimization models to support Company's product, operations, and policy decisions at scale.
Influence data-driven decisions across global sites and business verticals via business reviews, self-serve portals, planning scorecards, and impact analyses.
Experiment with new Company policy/product features to help deter and mitigate risk; translate findings into actionable recommendations for leadership.
Lead and influence machine learning model development in partnership with DS/Engineering teams to automate policy enforcement decisions, while routing the most complex cases for manual review.
Proactively identify opportunities to apply AI-assisted tools (e.g., LLMs, AutoML, NLP pipelines) to accelerate analytical delivery and unlock new analytical capabilities.
Ensure the availability of data quality and integrity for analysis and reporting by blending external and internal data sources, working closely with global operations and analytics functions.

Work arrangement
Yes