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Salary: USD 157,000 - 171,000 / annual
Airbnb's Fraud & Safety Delivery (FSD) team is seeking a Senior Analyst to own specialist-driven performance analytics for Frontline Operations. This role sits at the intersection of operations management, advanced analytics, and business intelligence, working within Global Operations to keep Airbnb's platform safe for millions of hosts and guests.
You will be the single accountable source for understanding what moves in frontline metrics, why it moved, which specialists/queues/vendors/sites it came from, and what action to take. Currently, metric movements take several teams and days to diagnose; you will compress this to hours, delivering root causes and recommendations that leadership can act on immediately.
A typical day includes: breaking down frontline performance by specialist, queue, vendor, and site using operational data; root-causing moves in SLA, AHT, accuracy, and utilization with one clear answer (e.g., tracing an ATOQ SLA drop to a specific staffing change on a specific site); monitoring specialist-level metrics for problems that don't surface in top-line numbers; writing requirements for specialist metrics and dashboards with Tools Support; deliberately working boundaries with Business Intelligence, Capacity Planning, and Quality Analytics; presenting findings in weekly business reviews and operational escalations to decision-makers; and using internal AI data analytics tools to accelerate analysis from hours to minutes.
You will partner closely with operations managers running frontline teams, vendor teams, Advanced Analytics, Capacity Planning, Quality Analytics, Business Intelligence, and Tools Support.
REQUIREMENTS:
- 8+ years in operations analytics, workforce analytics, business intelligence, or comparable analytical role in an environment where operational decisions were made on your numbers
- Advanced SQL proficiency: complex joins, window functions, and judgment to validate results; you will specify dashboards, not build them
- Deep contact-center or high-volume operations knowledge: understanding of SLA, AHT, occupancy, shrinkage, adherence, and how staffing decisions cascade into queue metrics over time
- Proven root-cause analysis in multi-vendor, multi-site delivery models, able to isolate whether issues stem from staffing, skilling, tooling, or process
- Ability to deliver one clear answer and stand behind it; comfortable stating what data cannot tell us and explaining to senior leaders when assumptions are wrong
- Clear, direct communicator who can distill complex analysis into the one sentence a frontline manager needs to act
- Experience in Trust, Fraud, Safety, or other high-stakes operations is a plus but not required; instincts for urgency and precision matter more
