157K–171K USD / year
Senior Analyst, Frontline Performance
OperationsRemote — United States
Published on 2026-09-23
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About this role
The Senior Analyst will drive performance analysis for Frontline Operations, focusing on identifying and resolving performance issues quickly. This role involves working closely with operations managers and analytics teams to deliver actionable insights and recommendations.
About the company
Airbnb is a global online marketplace that connects travelers with hosts offering unique accommodations and experiences in various destinations. The platform serves individuals seeking short-term lodging as well as hosts looking to monetize their properties.
The team
Fraud & Safety Delivery (FSD)
What you'll do
- Analyze frontline performance metrics by specialist and vendor
- Identify root causes of SLA and AHT variations
- Monitor specialist-level metrics for unresolved issues
- Write and refine requirements for specialist metrics dashboards
- Participate in weekly business reviews and operational escalations
- Utilize AI tooling for data analysis
What we're looking for
- 8+ years in operations analytics or business intelligence
- Strong SQL skills for complex data manipulation
- Knowledge of contact center or high-volume operations metrics
- Experience with root-cause analysis in multi-vendor settings
- Clear communication skills for conveying complex data insights
Nice to have
- Experience in Trust, Fraud, or Safety operations