Senior Analyst, Frontline Performance

at Airbnb

📍 United States

USD 157,000-171,000 per year

SENIOR

✅ Remote

Tech Stack
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AI Audit BI Communication @ 7 Fraud @ 1 SQL @ 7

Details

Airbnb's Fraud & Safety Delivery organization keeps the platform safe for hosts and guests worldwide. This role sits in Frontline Operations and partners with Operations Management, Advanced Analytics, Capacity Planning, Quality Analytics, Business Intelligence, and Tools Support.

The role is accountable for explaining specialist-driven performance changes across frontline operations, identifying root causes, and delivering recommendations that enable timely operational decisions.

Responsibilities

Break down frontline performance by specialist, queue, vendor, and site using operational data.
Identify root causes of changes in SLA, AHT, accuracy, and utilisation, including quantifying the impact of staffing changes.
Monitor specialist-level metrics for issues that may not appear in top-line results.
Deliver recommendations to Frontline Delivery leadership, not just analytical findings.
Write requirements for specialist metrics and dashboards and refine them with Tools Support.
Coordinate with Business Intelligence, Capacity Planning, and Quality Analytics to distinguish specialist-driven causes from other factors and incorporate forecasts and case-audit evidence.
Participate in weekly business reviews and operational escalations, explaining analytical findings to decision-makers.
Use internal AI data analytics tools and other AI tooling to accelerate analysis.

Requirements

8+ years of experience in operations analytics, workforce analytics, business intelligence, or a comparable analytical role.
Experience working in an environment where operational decisions were based on analytical results.
Strong SQL skills, including complex joins and window functions, along with the ability to validate analytical results.
Deep knowledge of contact-centre or high-volume operations, including SLA, AHT, occupancy, shrinkage, adherence, staffing, and queue metrics.
Experience performing root-cause analysis in a multi-vendor, multi-site delivery model involving staffing, skilling, tooling, and process factors.
Ability to provide clear, accountable conclusions and communicate what the data can and cannot establish.
Strong communication skills, including the ability to explain complex analysis to frontline managers and senior leaders.
Experience in Trust, Fraud, Safety, or another high-stakes operations environment is a plus.

Location

This position is US remote eligible. Occasional work at an Airbnb office or attendance at offsites may be required as agreed with the manager. Candidates must live in a state where Airbnb, Inc. has a registered entity.

Compensation

The base pay range is $157,000–$171,000 USD. The role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Inclusion and Accommodations

Airbnb is committed to inclusion, belonging, equal employment opportunity, and providing reasonable accommodations throughout the recruitment process.