[Remote] Data Scientist, Operations Research/Customer Support (Inference)

Note: The job is a remote job and is open to candidates in USA. Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. They are seeking a Data Scientist specializing in Operations Research and Customer Support to collaborate with engineers, product managers, and designers to build scalable systems that meet customer needs. The role involves creating causal models, optimizing customer support routing engines, and providing strategic insights to improve customer service experiences. Responsibilities • Creating causal models to identify segments of users with unique CS needs and develop algorithms to match users with the appropriate CS path. • Determine allocation strategy of Make Goods budget to maximize business impact. • Estimating the long term impact of changes in the CS experience for targeted user groups. • Providing strategic insights on tradeoffs between CS quality and cost to empower us to offer the best possible CS experience to our customers. • Optimizing CS routing engines with advanced algorithms and developing simulations to validate them. • Building a deep understanding of our individual agent’s abilities to improve CS quality. • Measuring the CS personalization products through rigorous experimentations and driving data-informed launch decisions. • Build segmentation models for various CS scenarios including data exploration, optimization and model prototyping. • Work collaboratively with cross functional partners including software engineers, product managers, operations and research, to refine requirements for segmentation models, drive scientific decisions, and quantify impact. • Develop strategies to match users with the appropriate CS solutions. • Design and implement quasi-experiment frameworks to measure feature launch effectiveness when A/B testing is not feasible. • Integrate causal modeling with ML models in order to improve performance of model-derived interventions. • Regularly present work internally at monthly meetings to technical, engineering and product stakeholders to iterate and generate excitement on roadmap progress. • Bring new ideas to the team which can improve the operational efficiency of customer support at Airbnb. Skills • 2+ years of relevant industry experience (e.g. ML scientist, tech lead, junior faculty) and a Master’s degree or PhD in relevant fields. • Strong fluency in Python or R for hands-on IC work and SQL for advanced data analysis at scale. • Experience with causal inference and experimentation techniques, ideally in a multi-sided platform setting. • Proven ability to communicate clearly and effectively to audiences of varying technical levels. • Proven mix of strong intellectual curiosity with high level of pragmatism and engagement with the technical community. • Ability to take a product-oriented mindset in using conceptual and innovative thinking to develop and apply solutions taking into consideration the user experience. • Publications or presentations in recognized journals/conferences is a plus. Benefits • Bonus • Equity • Benefits • Employee Travel Credits Company Overview • Airbnb is an online community marketplace for people to list, discover, and book accommodations through mobile phones or the Internet. It was founded in 2008, and is headquartered in San Francisco, California, USA, with a workforce of 5001-10000 employees. Its website is Company H1B Sponsorship • Airbnb has a track record of offering H1B sponsorships, with 108 in 2025, 176 in 2024, 160 in 2023, 270 in 2022, 250 in 2021, 274 in 2020. Please note that this does not guarantee sponsorship for this specific role. Apply tot his job