Senior Analyst, Frontline Performance
Job description
A senior operations analytics role in Airbnb's Fraud & Safety Delivery Frontline Operations, accountable for explaining specialist-driven frontline performance moves and delivering root causes and recommendations quickly.
At a glance
- Employment
- Full-time
- Work mode
- Remote · Ireland
- Pay
- EUR 84,000 – 105,000 / year
What you'll do
- Break down frontline performance by specialist, queue, vendor and site — analysing operational data to get to the level of detail the question actually needs.
- Root-cause specialist-driven moves in SLA, AHT, accuracy and utilisation, and deliver one accountable answer rather than a set of possibilities.
- Monitor specialist-level metrics for problems that never show up in the top-line numbers, and take a recommendation — not just a finding — to Frontline Delivery leadership.
- Write the requirements for specialist metrics and dashboards, and refine them with Tools Support.
- Hand causes that aren't specialist-driven to Business Intelligence, take Capacity Planning's approved volume forecasts as an input, and use Quality Analytics' case audits as evidence.
- Sit in weekly business reviews and operational escalations, explaining what the data means to decision-makers.
- Use AI tooling as a first resort, including internal AI data analytics tools, to get to an answer in minutes instead of hours.
What we're looking for
- 8+ years in operations analytics, workforce analytics, business intelligence or a comparable analytical role, in an environment where operational decisions were made on your numbers.
- Write your own SQL to a high standard — complex joins, window functions, and the judgement to know when a result is wrong.
- Deep contact-centre or high-volume operations knowledge: SLA, AHT, occupancy, shrinkage, adherence and how a staffing decision on one site shows up in a queue metric two weeks later.
- Proven root-cause work in a multi-vendor, multi-site delivery model, where the answer sits somewhere between staffing, skilling, tooling and process.
- Give one clear answer and stand behind it; comfortable saying what the data cannot tell us and explaining to a senior leader that their assumption is wrong.
- Clear, direct communicator — able to take a complex analysis and give a frontline manager the one sentence they need to act on.
Nice to have
- Experience in Trust, Fraud, Safety or another high-stakes operations environment.
Your team
Fraud & Safety Delivery (FSD), Frontline Operations
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.
Benefits
- Bonus
- Equity
- Benefits
- Employee Travel Credits
Apply
Direct apply at Airbnb
Opens the job posting at Airbnb
About Airbnb
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
Key facts
- 2007
- San Francisco
- Over 5 million hosts
- Over 2 billion guest arrivals
- Hosts in almost every country across the globe
What they value
- Inclusion & Belonging
- Diverse ideas foster innovation and engagement