Senior Analyst, Frontline Performance

airbnb, Inc.; Northern (KY); Hybrid; USD 157,000 - 171,000; Full time

Job summary

Airbnb, Inc. is looking for an experienced analytics leader to own frontline performance insights for Fraud & Safety Delivery within Global Operations. You will break down metrics by specialist, queue, vendor and site, delivering fast root-cause analyses and actionable recommendations for improvement.

The role requires 8+ years in analytics, expert SQL, and deep knowledge of contact-centre operations. You will partner with Advanced Analytics, Capacity Planning, Quality Analytics and Tools

Qualifications

• 8+ years in operations analytics or similar analytical role in a high-volume environment.
• Write SQL with complex joins and window functions; not building dashboards, but specifying them.
• Deep contact-centre or high-volume operations knowledge: SLA, AHT, occupancy, shrinkage, adherence.
• Proven root-cause work in multi-vendor, multi-site delivery model and ability to pinpoint causes.
• Give one clear answer and justify it; able to correct assumptions to senior leaders.
• Clear, direct communicator who delivers actionable guidance to frontline managers.
• Experience in Trust, Fraud, Safety or similar high-stakes operations is a plus.

Responsibilities

• Break down frontline performance by specialist, queue, vendor and site to the necessary detail.
• Trace and quantify drivers of SLA, AHT, accuracy and utilization; provide one accountable recommendation.
• Monitor specialist-level metrics for issues not visible in top-line numbers and propose actions.
• Draft requirements for specialist metrics and dashboards, then collaborate with Tools Support.
• Coordinate with Capacity Planning and Quality Analytics using approved inputs and audits as evidence.
• Attend weekly business reviews and escalations, translating data into decisions for leaders.

Skills

SQL proficiency

Operations analytics

Contact-centre knowledge

Root-cause analysis

Data storytelling

High-stakes operations

Job description

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Community You Will Join:

Fraud & Safety Delivery (FSD) is at the heart of keeping Airbnb safe for the millions of hosts and guests who trust our platform every day. As part of Global Operations, FSD reviews and resolves potential fraud and safety cases across the full user lifecycle, with internal and partner specialists operating 24/7 across the globe.

You’ll sit in Frontline Operations, working alongside the operations managers who run our frontline teams, including the vendor teams who deliver alongside us. Your closest partners are Advanced Analytics, Capacity Planning, Quality Analytics, Business Intelligence and Tools Support.

The Difference You Will Make:

Right now, when a frontline metric moves, it takes several teams and several days to work out why, and the answer often arrives after the moment to act on it has passed. This role changes that. You will be the single accountable answer on specialist-driven performance for Frontline Operations: what moved, which specialists, queues, vendors or sites it came from, and what we should do about it.

Success looks like root causes and recommendations delivered in hours rather than days, and a growing share of performance issues you surfaced resolved before they hit a top-line metric.

A Typical Day:

• Break down frontline performance by specialist, queue, vendor and site — analysing operational data to get to the level of detail the question actually needs.
• Root-cause specialist-driven moves in SLA, AHT, accuracy and utilisation, and deliver one accountable answer rather than a set of possibilities. For example: tracing an ATOQ SLA drop to a specific staffing change on a specific site, with the size of the effect quantified.
• Monitor specialist-level metrics for problems that never show up in the top-line numbers, and take a recommendation — not just a finding — to Frontline Delivery leadership.
• Write the requirements for specialist metrics and dashboards, and refine them with Tools Support, so the reporting frontline managers use every day answers their real questions.
• Work the boundaries deliberately: hand causes that aren't specialist-driven to Business Intelligence, take Capacity Planning's approved volume forecasts as an input, and use Quality Analytics' case audits as evidence.
• Sit in weekly business reviews and operational escalations, explaining what the data means to people who need to make a decision in the next ten minutes.
• Use AI tooling as a first resort rather than a last one, including our internal AI data analytics tools, to get to an answer in minutes instead of hours.

Your Expertise:

• 8+ years in operations analytics, workforce analytics, business intelligence or a comparable analytical role, in an environment where operational decisions were made on your numbers.
• You write your own SQL to a high standard — complex joins, window functions, and the judgement to know when a result is wrong. You will not be building dashboards; you'll be specifying them.
• Deep contact-centre or high-volume operations knowledge: you 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 — and you're able to say which.
• You give one clear answer and stand behind it. You're comfortable saying what the data cannot tell us, and equally comfortable explaining to a senior leader that their assumption is wrong.
• Clear, direct communicator — you can take a complex analysis and give a frontline manager the one sentence they need to act on.
• Experience in Trust, Fraud, Safety or another high-stakes operations environment is a plus, not a requirement — the instincts for urgency and precision matter more.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [e-mail] . Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

Airbnb values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Airbnb are considered without regard to race, color, religion, national origin, age, gender, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, gender expression, sexual orientation, or any other legally protected characteristic.

How We'll Take Care of You:

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Pay Range

$157,000 — $171,000 USD

Reasonable Accommodations:

We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.