Note: The job is a remote job and is open to candidates in USA. Airbnb is a global platform connecting hosts and guests through stays and experiences. The Senior Analyst, Frontline Performance will own specialist-driven performance analysis for Frontline Operations, identifying root causes, quantifying impacts, and delivering actionable recommendations. The role also defines metric and dashboard requirements, supports operational decisions, and uses AI and SQL-based analytics to improve response times.
Responsibilities
- 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. For example: tracing an ATOQ SLA drop to a specific staffing change on a specific site, with the size of the effect quantified
- 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, so the reporting frontline managers use every day answers their real questions
- Work the boundaries deliberately: 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 people who need to make a decision in the next ten minutes
- Use AI tooling as a first resort rather than a last one, including our internal AI data analytics tools, to get to an answer in minutes instead of hours
Skills
- 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
- You write your own SQL to a high standard — complex joins, window functions, and the judgement to know when a result is wrong. You will not be building dashboards; you'll be specifying them
- Deep contact-centre or high-volume operations knowledge: you understand 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 — and you're able to say which
- You give one clear answer and stand behind it. You're comfortable saying what the data cannot tell us, and equally comfortable explaining to a senior leader that their assumption is wrong
- Clear, direct communicator — you can take a complex analysis and give a frontline manager the one sentence they need to act on
- While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity
- Experience in Trust, Fraud, Safety or another high-stakes operations environment is a plus, not a requirement
Benefits
- This position is US - Remote Eligible.
- This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
Company Overview
Company H1B Sponsorship