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Salary: EUR 84,000 - 105,000 / annual
Airbnb's Fraud & Safety Delivery (FSD) team is seeking a Senior Analyst for Frontline Performance to drive operational excellence across its global fraud and safety operations. This role sits within Frontline Operations, partnering closely with operations managers, vendor teams, and specialist analytics functions (Advanced Analytics, Capacity Planning, Quality Analytics, Business Intelligence, Tools Support).
The core mission: transform how Airbnb responds to frontline performance changes. Currently, when metrics move, it takes multiple teams and several days to determine root causes—often too late to act. This role will be the single accountable source for specialist-driven performance insights, delivering root causes and recommendations in hours rather than days.
Key responsibilities include:
- Breaking down frontline performance by specialist, queue, vendor, and site using operational data analysis
- Root-causing specialist-driven changes in SLA, AHT, accuracy, and utilization with one clear, quantified answer (e.g., tracing an ATOQ SLA drop to a specific staffing change on a specific site)
- Proactively monitoring specialist-level metrics for problems that don't surface in top-line numbers, delivering recommendations to Frontline Delivery leadership
- Writing requirements for specialist metrics and dashboards in collaboration with Tools Support to ensure frontline managers have actionable reporting
- Working deliberately across team boundaries: escalating non-specialist causes to Business Intelligence, integrating Capacity Planning's volume forecasts, and using Quality Analytics' case audits as evidence
- Presenting data insights in weekly business reviews and operational escalations, translating complex analysis into one-sentence decisions for leaders
- Leveraging AI tooling (including internal AI data analytics tools) as a first resort to accelerate analysis from hours to minutes
This is a high-stakes, fast-paced environment where precision, urgency, and clear communication are essential. You will work with 24/7 global operations teams and vendor partners across multiple sites and queues.
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 the 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 through metrics over time
- Proven root-cause analysis experience in multi-vendor, multi-site delivery models, with ability to isolate causes across staffing, skilling, tooling, and process dimensions
- Strong analytical judgment: comfort delivering one clear answer and defending it, ability to articulate what data cannot tell us, and willingness to respectfully challenge senior leader assumptions
- Clear, direct communication skills: ability to distill complex analysis into actionable one-liners for frontline managers
- Experience in Trust, Fraud, Safety, or other high-stakes operations environments is a plus (instincts for urgency and precision matter more than domain background)
