Senior Analyst, Frontline Performance

Airbnb·United Statessenior

In short

→Analista senior que identifica y resuelve causas raíz de problemas operativos en tiempo real.
→Analiza métricas por especialista, cola, proveedor y sitio para dar respuestas precisas en horas, no días.
→Destaca por usar herramientas de IA para acelerar el análisis y actuar antes de que afecten métricas clave.

Ningún requisito de inglés mencionado

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What they ask for

✓8+ años en análisis operativo, de fuerza laboral o BI con impacto directo en decisiones
✓Capacidad avanzada en SQL (joins complejos, funciones ventana)
✓Experiencia en análisis de SLA, AHT, precisión y utilización
✓Habilidad para comunicar hallazgos a líderes en tiempo real
✓Trabajo colaborativo con equipos de Capacity Planning, Quality Analytics y Tools Support
✓Uso proactivo de herramientas de IA para análisis de datos

Don't tick every box? That's normal — your free dossier shows your gaps and how to cover them in the interview.

SQLAdvanced AnalyticsCapacity PlanningQuality AnalyticsBusiness IntelligenceTools SupportAI data analytics toolsDashboardsOperational dataRoot-cause analysis

Who should you write to at Airbnb?

Your free dossier identifies the people who'd interview you — their background, what they value, and how to reach out so you stand out before applying.

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Community You Will Join: Fraud & Safety Delivery (FSD) is at the heart of keeping Airbnb safe for the millions of hosts and guests who trust our platform every day. As part of Global Operations, FSD reviews and resolves potential fraud and safety cases across the full user lifecycle, with internal and partner specialists operating 24/7 across the globe. You'll sit in Frontline Operations, working alongside the operations managers who run our frontline teams, including the vendor teams who deliver alongside us. Your closest partners are Advanced Analytics, Capacity Planning, Quality Analytics, Business Intelligence and Tools Support. The Difference You Will Make: Right now, when a frontline metric moves, it takes several teams and several days to work out why, and the answer often arrives after the moment to act on it has passed. This role changes that. You will be the single accountable answer on specialist-driven performance for Frontline Operations: what moved, which specialists, queues, vendors or sites it came from, and what we should do about it. Success looks like root causes and recommendations delivered in hours rather than days, and a growing share of performance issues you surfaced resolved before they hit a top-line metric. A Typical Day: • Break down frontline performance by specialist, queue, vendor and site — analysing operational data to get to the level of detail the question actually needs. • Root-cause specialist-driven moves in SLA, AHT, accuracy and utilisation, and deliver one accountable answer rather than a set of possibilities. For example: tracing an ATOQ SLA drop to a specific staffing change on a specific site, with the size of the effect quantified. • Monitor specialist-level metrics for problems that never show up in the top-line numbers, and take a recommendation — not just a finding — to Frontline Delivery leadership. • Write the requirements for specialist metrics and dashboards, and refine them with Tools Support, so the reporting frontline managers use every day answers their real questions. • Work the boundaries deliberately: hand causes that aren't specialist-driven to Business Intelligence, take Capacity Planning's approved volume forecasts as an input, and use Quality Analytics' case audits as evidence. • Sit in weekly business reviews and operational escalations, explaining what the data means to people who need to make a decision in the next ten minutes. • Use AI tooling as a first resort rather than a last one, including our internal AI data analytics tools, to get to an answer in minutes instead of hours. Your Expertise: • 8+ years in operations analytics, workforce analytics, business intelligence or a comparable analytical role, in an environment where operational decisions were made on your numbers. • You write your own SQL to a high standard — complex joins, window functions, and the judgement to know when a result is wrong. You will not be building dashboards; you'll be specifying

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