84K–105K EUR / year
Senior Analyst, Frontline Performance
OperationsWorkplace — Ireland, United States
Published on 2026-10-23
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About this role
Analyze frontline operations performance across specialists, queues, vendors, and sites, identifying root causes behind changes in key metrics. Deliver clear, actionable recommendations to Frontline Operations leadership and help improve the metrics and dashboards used by managers.
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), within Global Operations and Frontline Operations.
Stack
SQLAI data analytics tools
What you'll do
- Analyze performance by specialist, queue, vendor, and site.
- Identify root causes of changes in SLA, AHT, accuracy, and utilisation, and quantify their effects.
- Monitor specialist-level performance and recommend actions to Frontline Delivery leadership.
- Specify specialist metrics and dashboard requirements, collaborating with Tools Support.
- Explain analysis and recommendations in business reviews and operational escalations.
- Use internal AI analytics tools to speed up investigations.
What we're looking for
- 8+ years in operations analytics, workforce analytics, business intelligence, or a comparable analytical role.
- Strong SQL skills, including complex joins and window functions, with the ability to validate results.
- Deep contact-centre or high-volume operations knowledge, including SLA, AHT, occupancy, shrinkage, and adherence.
- Experience conducting root-cause analysis in a multi-vendor, multi-site operating model.
- Clear, direct communication and confidence explaining findings to senior leaders.
Nice to have
- Experience in Trust, Fraud, Safety, or another high-stakes operations environment.