[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, allowing for quicker root cause analysis and actionable recommendations.

• Break down frontline performance by specialist, queue, vendor and site.
• Root-cause specialist-driven moves in SLA, AHT, accuracy and utilization.
• Monitor specialist-level metrics for problems that never show up in the top-line numbers.
• Write requirements for specialist metrics and dashboards.
• Work the boundaries deliberately with other teams.
• Participate in weekly business reviews and operational escalations.
• Use 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 contact-centre or high-volume operations knowledge.
• Proven root-cause work in a multi-vendor, multi-site delivery model.
• Clear, direct communicator.
• 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 complex data to senior leaders.

Benefits

• Base pay range: €84,000 — €105,000 EUR.
• Eligible 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.

Airbnb is committed to working with the broadest talent pool possible, fostering innovation and engagement.

We strive to provide a disability inclusive application and interview process.

Airbnb values diversity & belonging and is proud to be an Equal Employment Opportunity employer.