Senior Analyst, Frontline Performance

Airbnb
United States
Workplace: RemoteFull timeUSD 157,000 - 171,000 annuallyFunction: Solutions Engineering & Sales EngineeringExperience: 8+ yearsSkills: ["Root cause analysis","Problem-solving","Communication","Stakeholder management","Data interpretation"]

Own specialist-driven performance analysis for Frontline Operations by breaking down metrics by specialist, queue, vendor, and site. Use root-cause analysis to deliver clear recommendations on SLA, AHT, accuracy, and utilisation—often in hours rather than days. Partner with analytics, capacity planning, quality analytics, and tools support to specify metrics and dashboards, monitor for hidden issues, and communicate insights in weekly business reviews and escalations.

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FursaFursa
Airbnb
Airbnb
5 days ago

Senior Analyst, Frontline Performance

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Own specialist-driven performance analysis for Frontline Operations by breaking down metrics by specialist, queue, vendor, and site. Use root-cause analysis to deliver clear recommendations on SLA, AHT, accuracy, and utilisation—often in hours rather than days. Partner with analytics, capacity planning, quality analytics, and tools support to specify metrics and dashboards, monitor for hidden issues, and communicate insights in weekly business reviews and escalations.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Break down frontline performance by specialist, queue, vendor, and site using operational data.
  • •Deliver a single accountable root-cause answer for performance changes and quantify the effect.
  • •Monitor specialist-level metrics for issues not visible in top-line numbers and provide recommendations to Frontline Delivery leadership.
  • •Write requirements for specialist metrics and dashboards, refining them with Tools Support.
  • •Participate in weekly business reviews and escalations, using AI tools to reach answers faster.
Travel: Low travel

Pay and Benefits

Salary: USD 157,000 - 171,000 annually
Perks:Travel AllowanceEquityAnnual Bonus

Key Requirements

  • •8+ years in operations analytics, workforce analytics, business intelligence, or a comparable analytical role where operational decisions were made from your numbers.
  • •Write SQL to a high standard (complex joins, window functions) and exercise judgement to validate results.
  • •Deep contact-centre or high-volume operations knowledge, including SLA, AHT, occupancy, shrinkage, and adherence.
  • •Proven root-cause work in a multi-vendor, multi-site delivery model—connecting staffing, skilling, tooling, and process changes to downstream queue metrics.
  • •Clear, direct communication that translates complex analysis into one actionable answer for frontline leaders.
Experience:8+ yearsOperations analyticsWorkforce analyticsBusiness intelligenceContact centerHigh-volume operationsMulti-vendor deliveryMulti-site operationsTrustFraudSafety
Skills:Root cause analysisProblem-solvingCommunicationStakeholder managementData interpretation
Languages:English
Tech Stack:SQL

Company Brief

Airbnb
Online marketplace that connects travelers with hosts offering short-term lodging, experiences, and long-term stays. Facilitates booking, payments, and reviews while providing tools for hosts to manage listings globally.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2008
WebsiteLinkedIn