Senior quality leader unifying Airbnb’s multilingual Community Support QA programs. Driving AI - enabled quality measurement, operational improvements, and global partner performance from Canada.
About the role
- Marketplace performance intelligence manager at Achievers, whose platform powers employee recognition and rewards. Leading analytics, KPI governance, executive insights and performance improvement across the marketplace.
Responsibilities
- Lead Marketplace operational analytics and identify opportunities to improve performance and scalability
- Own the analytics roadmap, recurring performance routines, analytics intake/Service Desk governance, prioritization and capacity
- Define KPIs, targets and benchmarks; govern progress against customer, commercial and operating outcomes
- Synthesize financial, customer and operational evidence into recommendations, decisions and accountable owners
- Own the Marketplace performance storyline for operating reviews, including risks, outlook, actions and follow-through
- Lead complex, cross-functional, commercially material or ambiguous analyses
- Use SQL, BI and quantitative methods to investigate performance, test assumptions and review analytical logic, code and methods
- Develop concise, decision-ready presentations for opportunities, risks and investments
- Define data and technology needs and strengthen data access, quality, definitions and documentation
- Prioritize automation, reusable products and self-service capabilities
- Ensure analytical practices meet applicable data-access, privacy and governance requirements
- Advise Marketplace and cross-functional leaders on performance drivers, trade-offs, interventions and decisions
- Align financial priorities and timing with the Finance Manager while preserving FP&A governance and sign-off
- Lead, coach and develop operational analytics talent, embedded FP&A analytics and improvement partners
- Establish documentation, analytical review, knowledge sharing, development and succession practices
- Build an inclusive, curious and outcome-focused team culture
- Work across Marketplace, FP&A, Revenue Operations, Customer Success, Product Marketing, BI, Product Analytics, ProDev and Support
- Connect operating drivers, financial outcomes and action into one trusted Marketplace performance story
Requirements
- 7+ years of experience in commercial analytics, business performance, eCommerce, retail, or related environment
- Bachelor’s degree in a quantitative, business or related field, or equivalent practical experience
- Experience in rewards, recognition, loyalty, incentives, marketplaces or global catalogue environments an asset
- Experience leading analysts/cross-disciplinary teams, including coaching, performance management and development
- Demonstrated ability to structure and execute complex analysis where the question, data or methodology is unclear
- Strong SQL and BI fluency, with experience interrogating complex datasets and reviewing analytical logic and methods
- Familiarity with tools such as Tableau, Power BI, Salesforce, Amplitude, R, Python or Microsoft Power Platform
- Experience with statistical methods, predictive modelling, experimentation or AI-enabled analytics and automation
- Strong financial/commercial fluency, including ability to connect customer and operating behaviour to business decisions
- Experience defining KPI frameworks, analytical standards, data needs and scalable reporting/self-service capabilities
- Excellent written, verbal and presentation skills, with experience advising senior executives and responding to challenge
- Proven ability to influence across Finance, Product, Engineering, BI, Customer Success and Operations
- Independent, practical and solution-oriented judgement, with ability to balance analytical depth, pace and business value
Benefits
- Rewards for your impact through our Recognition and Rewards program
- Health Benefits and Life Insurance Coverage beginning on your first day
- Parental Leave Top-up
- Employer matched RRSP contributions
- Flexible Vacation to recharge, so you can bring your best
- Employee and Family Assistance Program offering mental health, legal, and financial counselling
- Supported professional development and career growth (LinkedIn Learning, mentorship)
- Employee-Led Employee Resource Groups that celebrate our diversity
- Regular events designed to build connection, belonging, and well-being
- Hybrid flexibility, with time in our beautiful Liberty Village, Toronto office
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