Senior Frontline Performance Analytics Lead

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, 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