Analyst

About the company

• Airbnb is a global platform with over 5 million hosts and over 2 billion guest arrivals worldwide
• The role sits within Fraud & Safety Delivery (FSD), part of Global Operations, in Frontline Operations

Responsibilities

• Break down frontline performance by specialist, queue, vendor and site, analysing operational data
• Root-cause specialist-driven moves in SLA, AHT, accuracy and utilisation and deliver one accountable answer
• Monitor specialist-level metrics for problems that never show up in top-line numbers and take recommendations to Frontline Delivery leadership
• Write requirements for specialist metrics and dashboards and refine them with Tools Support
• Hand non-specialist-driven causes to Business Intelligence, use Capacity Planning forecasts and Quality Analytics case audits
• Sit in weekly business reviews and operational escalations, explaining what the data means
• Use AI tooling as a first resort, including internal AI data analytics tools

Requirements

• 8+ years in operations analytics, workforce analytics, business intelligence or comparable analytical role
• High-standard SQL: complex joins, window functions
• Deep contact-centre or high-volume operations knowledge: SLA, AHT, occupancy, shrinkage, adherence
• Proven root-cause work in a multi-vendor, multi-site delivery model
• Clear, direct communicator able to give frontline managers actionable insight
• Experience in Trust, Fraud, Safety or another high-stakes operations environment is a plus