Senior Analyst, Frontline Performance

<div class="content-intro"><p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</span></p></div><p><span style="font-family: arial, helvetica, sans-serif; color: #000000;"><strong>The Community You Will Join:&nbsp;</strong></span></p> <p>Fraud &amp; 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.</p> <p>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.</p> <p><span style="font-family: arial, helvetica, sans-serif; color: #000000;"><strong>The Difference You Will Make:</strong></span></p> <p>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.</p> <p>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.</p> <p><span style="font-family: arial, helvetica, sans-serif; color: #000000;"><strong>A Typical Day:&nbsp;</strong></span></p> <ul> <li>Break down frontline performance by specialist, queue, vendor and site — analysing operational data to get to the level of detail the question actually needs.</li> <li>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.</li> <li>Monitor specialist-level metrics for problems that never show up in the top-line numbers, and take a recommendation — not just a findin