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Airbnb

Senior Analyst, Frontline Performance

Airbnb

. Break down frontline performance by specialist, queue, vendor and site .

Posted 10/23/2026full-timeRemote • Ireland, United StatesSenior💰 €84,000 - €105,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in operations analytics and business intelligence, with a strong focus on SQL proficiency and root-cause analysis in high-volume operations. Capable of communicating complex data findings effectively to leadership and frontline managers.

Highest-signal resume keywords
Operations AnalyticsHigh-Standard SQLRoot-Cause AnalysisContact-Centre KnowledgeData Communication

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Operations AnalyticsBusiness IntelligenceHigh-Standard SQLRoot-Cause AnalysisPerformance Metrics Analysis
Soft Skills
CommunicationAnalytical Thinking
Tools & Technologies
AI Data Analytics ToolsDashboards
Industry Keywords
SLAAHTOccupancyShrinkageAdherence

Tech Stack

Tools & technologies
SQL

About the role

Key responsibilities & impact
  • Break down frontline performance by specialist, queue, vendor and site
  • Analyse operational data to identify detailed performance drivers
  • Root-cause specialist-driven changes in SLA, AHT, accuracy and utilisation
  • Monitor specialist-level metrics and recommend actions to Frontline Delivery leadership
  • Write requirements for specialist metrics and dashboards and refine them with Tools Support
  • Coordinate with Business Intelligence, Capacity Planning and Quality Analytics
  • Participate in weekly business reviews and operational escalations
  • Explain data findings to decision-makers
  • Use internal AI data analytics tools to accelerate analysis

Requirements

What you’ll need
  • 8+ years in operations analytics, workforce analytics, business intelligence or a comparable analytical role
  • Experience in an environment where operational decisions were made based on your numbers
  • High-standard SQL, including complex joins and window functions
  • Deep contact-centre or high-volume operations knowledge
  • Understanding of SLA, AHT, occupancy, shrinkage and adherence
  • Proven root-cause analysis in a multi-vendor, multi-site delivery model
  • Ability to distinguish causes across staffing, skilling, tooling and process
  • Ability to communicate complex analysis clearly to frontline managers and senior leaders

Benefits

Comp & perks
  • Bonus eligibility
  • Equity eligibility
  • Benefits
  • Employee Travel Credits
  • Reasonable accommodations throughout the recruitment process
  • No fee or equipment purchase required during the interview process