Get an Airbnb for every kind of trip → 8 million vacation rentals → 2 million Guest Favorites → 220+ countries and regions worldwide. Backed by General Catalyst, Greylock and Kleiner Perkins.
About the role
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.
What they're looking for
- Break down frontline performance by specialist, queue, vendor and site — analysing operational data to get to the level of detail the question actually needs
- 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
More about this role
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.
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.
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...
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