Remote Senior Analyst: Frontline Performance

Airbnb; United States; Remote; USD 157,000 - 171,000; Full time

Benefits offered by this job

Employee Travel Credits

Job summary

Airbnb seeks a Senior Analyst for Frontline Operations Analytics to own performance insights across specialist, queue, vendor, and site levels. You will deliver root-cause analyses, define metrics, and drive data-driven actions with frontline leadership.

The role emphasizes SQL mastery, high-volume operations knowledge, and clear communication to senior stakeholders. US-based, remote-friendly with potential office days, and a compensation range reflecting senior analytics responsibilities.

Qualifications

• 8+ years in operations analytics, workforce analytics, business intelligence or a comparable analytical role.
• You write your own SQL to a high standard — complex joins, window functions, and the judgement to know when a result is wrong.
• Deep contact-centre or high-volume operations knowledge: understand SLA, AHT, occupancy, shrinkage, adherence and how a staffing decision on one site shows up in a queue metric two weeks later.
• Proven root-cause work in a multi-vendor, multi-site delivery model, where the answer sits somewhere between staffing, skilling, tooling and process.
• You give one clear answer and stand behind it, able to explain to a senior leader that their assumption is wrong.
• Clear, direct communicator who can translate complex analysis into a single actionable sentence for frontline managers.
• Experience in Trust, Fraud, Safety or other high-stakes operations is a plus.

Responsibilities

• Break down frontline performance by specialist, queue, vendor and site, analyzing operational data to reach the needed level of detail.
• Trace SLA drops to specific staffing changes on specific sites and quantify the effect.
• Monitor specialist-level metrics for issues not visible in top-line numbers and propose concrete actions.
• Write requirements for specialist metrics and dashboards, and refine with Tools Support for daily frontline use.
• Coordinate with Business Intelligence and Capacity Planning, while presenting findings in weekly reviews.

Skills

SQL

Data analysis

Root-cause analysis

Communication

Cross-functional collaboration

Job description

Airbnb seeks a Senior Analyst for Frontline Operations Analytics to own performance insights across specialist, queue, vendor, and site levels. You will deliver root-cause analyses, define metrics, and drive data-driven actions with frontline leadership.

The role emphasizes SQL mastery, high-volume operations knowledge, and clear communication to senior stakeholders. US-based, remote-friendly with potential office days, and a compensation range reflecting senior analytics responsibilities.