[Hiring] Senior Analyst, Frontline Performance @Airbnb

Role Description

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 role changes the current process of analyzing frontline metrics, providing a single accountable answer on specialist-driven performance for Frontline Operations:

• Identify what moved, which specialists, queues, vendors or sites it came from, and what actions to take.
• Deliver root causes and recommendations in hours rather than days.
• Resolve performance issues before they impact top-line metrics.

A typical day includes:

• Breaking down frontline performance by specialist, queue, vendor and site.
• Root-cause analysis of specialist-driven moves in SLA, AHT, accuracy and utilization.
• Monitoring specialist-level metrics for hidden problems and providing actionable recommendations.
• Writing requirements for specialist metrics and dashboards, refining them with Tools Support.
• Collaborating with Business Intelligence and Capacity Planning.
• Participating in weekly business reviews and operational escalations.
• Utilizing AI tooling for quick data analysis.

Qualifications

• 8+ years in operations analytics, workforce analytics, business intelligence or a comparable analytical role.
• Proficient in SQL with complex joins and window functions.
• Deep knowledge of contact-centre or high-volume operations.
• Experience in root-cause analysis in a multi-vendor, multi-site delivery model.
• Clear and direct communication skills.
• Experience in Trust, Fraud, Safety or another high-stakes operations environment is a plus.

Requirements

• Ability to provide one clear answer and stand behind it.
• Comfortable explaining data limitations to senior leaders.
• Ability to translate complex analysis into actionable insights for frontline managers.

Benefits

• Base pay range: $157,000 — $171,000 USD.
• Eligibility for bonus, equity, benefits, and Employee Travel Credits.

Company Description

Airbnb was born in 2007 and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals globally. Hosts offer unique stays and experiences that connect guests with communities in an authentic way.