Senior Analyst, Frontline Performance

Details

Fraud & Safety Delivery is part of Airbnb's Global Operations organization and reviews and resolves potential fraud and safety cases across the full user lifecycle. This role sits within Frontline Operations and partners with Operations Management, Advanced Analytics, Capacity Planning, Quality Analytics, Business Intelligence, and Tools Support.

The role is accountable for diagnosing specialist-driven performance changes across frontline operations, identifying root causes, and providing recommendations to operational leadership. The work involves analysing performance by specialist, queue, vendor, and site, with a focus on turning operational data into timely decisions.

Responsibilities

• Analyse frontline performance by specialist, queue, vendor, and site.
• Identify root causes of specialist-driven changes in SLA, AHT, accuracy, and utilisation.
• Quantify the impact of staffing changes, site-level factors, skilling, tooling, and process changes.
• Monitor specialist-level metrics for issues that may not appear in top-line results.
• Deliver recommendations to Frontline Delivery leadership, not only findings.
• Write requirements for specialist metrics and dashboards and refine them with Tools Support.
• Coordinate with Business Intelligence, Capacity Planning, and Quality Analytics, using approved volume forecasts and case audits as inputs.
• Participate in weekly business reviews and operational escalations, explaining analysis to decision-makers.
• Use internal AI data analytics tools to accelerate analysis and investigation.

Requirements

• 8+ years of experience in operations analytics, workforce analytics, business intelligence, or a comparable analytical role.
• Experience supporting operational decisions through data analysis.
• Strong SQL skills, including complex joins and window functions, with the judgement to validate results.
• Deep knowledge of contact-centre or high-volume operations, including SLA, AHT, occupancy, shrinkage, and adherence.
• Experience conducting root-cause analysis in a multi-vendor, multi-site delivery model.
• Ability to provide clear, accountable conclusions and explain analytical limitations.
• Strong written and verbal communication skills, including the ability to present complex analysis to frontline managers and senior leaders.
• Experience in Trust, Fraud, Safety, or another high-stakes operations environment is a plus.

Compensation

The Ireland annual pay range is €84,000–€105,000 EUR. The role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Inclusion

Airbnb is committed to inclusion and belonging, equal employment opportunity, and providing a disability-inclusive application and interview process.