The Trust organization protects, guides, and mobilizes the creation of trust in our community and on our platform. We hire quality talent who embody our company values and hold a steadfast commitment to creating a world where anyone in the Airbnb community can host, travel, and connect with peace of mind.

The Service Delivery Ops team, as part of the Trust Operations PIO (Platform Integrity Operations), is responsible for  reviewing users or reservations for risks to our users or the Airbnb platform. The operations lead requires will be managing a team of investigators who work on complex cases around the online /offline risks and support enablement initiatives across Trust Operations.

Background

• You come from an Online/Offline Risk background. Have managed a team of investigators and can quickly  jump to solve complex cases and support the team with the investigation. Can close the loop with the stakeholders and ensure that the communication is clear to avoid any back and forth.
• You set the highest standards of quality for your work, and hold yourself and others accountable. Can provide regular, actionable, goal-oriented performance feedback. 
• Support the Service Delivery Operations Strategy and work with the team to improve their KPIs
• Excellent problem solving, critical thinking and customer service skills, ability to organize and work independently with rapidly changing priorities. Solution and outcome-oriented.

How you’ll make an impact

As a Service Delivery Operations lead,  learn to do things in a better way, challenge the status quo, be accountable and speak up. Think about the community, participate and encourage the team to be involved in  Airbnb wide initiatives on how we can improve our product, services and user experience. Even when you're successful, you never stop looking for ways to improve. You pay close attention to details, no matter how small.

Responsibilities 

• Manage a Global  team from a diverse background.
• Enhance your Risk management, fraud prevention skills, Operational and data skills.

Experience

• 2 years of experience Managing a direct team of Operations investigators. Overall 5  years of experience out of which at least 2 years is in a people management role.
• 5 years experience within offline, safety and identity verification risk management and or Fraud Abuse.
• Can demonstrate best practices for managing, coaching, mentoring, and developing team to further their growth. 
• Engage and maintain effective relationships with cross-functional partners, stakeholders or external vendors.  Can support the execution of the Ops strategy, support projects and provide inputs to planning sessions.
• Identify and  recommend tools, system, process, or policy changes to improve team performance.
• Visualize and facilitate long-term initiatives and new strategies, best practices, or processes to improve team performance. 
• Prioritize effectively to ensure that individual or team time is focused on high-impact needs. 
• Availability for a regular schedule of 5 days work per week (40 hours), mutually agreed with your Lead, which may include weekend days, public holidays and/or oncall. Shifts may include evening or early morning hours. 

Preferred experience

• Knowledge of Operational excellence, Project management.
• Ability to analyze data for patterns and draw conclusions and suggestions
• Ability to detect vulnerabilities in existing and new products or features, and anticipate the ever-evolving fraudulent behaviors. 
• Understanding of metrics & targets baselining
• Ability to learn and adapt to new technologies

The starting base salary for this role is between $92,000 and $116,000. The actual base pay is dependent upon many factors, such as: education, experience, and skills. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.