Ops Excellence Case Management Mission is to build relationships with internal teams and relevant external entities to generate leads, share escalation trends and intelligence to establish a venue for PIO operational excellence. You will be responsible for managing urgent and complicated escalations, proactively engaging with internal users, and leaders and consulting with other partner-facing teams as a de-escalation expert. You will manage the processing of incident escalations through to resolution, demonstrating full ownership, and attention to detail, while working through ambiguous and fast-paced situations. You will ensure that all incidents and escalations are tracked, prioritized, triaged, owned, investigated, resolved, and communicated accurately.

In this role you’ll get to

• Proactively investigate, troubleshoot, and drive our most sensitive and complex escalations to resolution, and communicate to cross-functional partners involved throughout the whole process.
• Perform expert review of high-risk and escalated cases against a set of Airbnb Trust guidelines to identify opportunities to improve the efficiency or effectiveness of the support provided to users based on escalations. 
• Own and manage escalations end to end from incident escalation to resolution to  investigate issues and engage with at-risk users. 
• Provide a high level of administrative support while working on highly sensitive and confidential material.
• Partner with multiple stakeholders including internal legal & policy teams and/or government agencies to resolve internal issues caused by complex SOS escalations. 
• Maintain Subject Matter Expertise, develop and maintain a comprehensive understanding of all Trust Specializations to successfully complete escalations. 
• Educate internal users on how to maintain security and safety while using Airbnb responsibly
• Act as either team leader or specialist, providing subject matter expertise and or guidance to more junior team members. 
• Contribute to cultural activities on a regular basis, sometimes in a team lead role.

Preferred experience

• 5+ years of experience within escalations, risk management, fraud prevention, and/or Trust and Safety.
• Experience in content review, actions and policy enforcement. 
• Experience developing and successfully executing processes, projects and/or programs. 
• Effective at implementing  organization-wide projects and initiatives through collaboration across functions, geographies, and organization levels.
• A regular schedule of 5 days work per week (40 hours), mutually agreed with your Lead, which may include weekend days and public holidays. Shifts may include evening or early morning hours.
• Proven ability to identify and cultivate relationships with key stakeholders representing a broad range of functions and levels.
• Excellent written, oral, and presentation skills and an ability to synthesize information and make clear, concise recommendations on course of action.
• Excellent problem solving and critical thinking skills
• Analytical, able to organize and work independently with rapidly changing priorities.
• Solution and outcome-oriented with an ability to balance fraud prevention alongside a positive customer experience.

Belonging & Accommodations

Airbnb is committed to working with the best and brightest people from the broadest talent pool possible. We believe a diversity of ideas fosters innovation and engagement, and allows us to attract the best people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. If you need assistance, or a reasonable accommodation during the application and recruiting process, please contact us at: reasonableaccommodations@airbnb.com.