Careers 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.
The Difference You Will Make:
We are seeking an Investigation Operations Lead to join our team, focusing on fraud and abuse. This role is pivotal in managing and executing cross-functional investigations, reviews, and account removals, ensuring consistent and fair enforcement across the Airbnb platform. The ideal candidate will be responsible for orchestrating investigations on large groups of users and businesses impacting the integrity of our platform and community and facilitating outcomes, partnering with various teams, and providing insights to improve our platform's safety and quality.
A Typical Day:
- Project Tracking and Management:
- Drive forward investigation requests and opportunities in the investigations and insights org, coordinate with stakeholders, and facilitate communication and status updates.
- Support account and market managers in addressing business quality and behavior.
- Partner with investigations and intelligence teams to facilitate investigations and prioritize work.
- Orchestration of Removals:
- Lead and coordinate the execution of small to large-scale enforcement actions, including sweeps and business removals.
- Partner with relevant teams (legal, policy, communications, host quality, engineering, finance, CBO, product) to evaluate and execute removal decisions.
- Manage end to end fraud remediation projects including partnering with customer support teams to handle rebooking, reservation cancellations, and other related tasks.
- Data and Analytics:
- Aggregate data on exceptions and outliers in scaled reviews.
- Partner with insights teams to understand impact and analytics related to projects.
- Work with insights and partner teams to capture insights and learnings from removal and appeals processes to improve the platform and inform leadership.
- Process Management:
- Oversee the intake, assessment, and review processes for large removals and sweeps.
- Document enforcement and appeals criteria, mapping to policies or terms of service.
- Create and maintain appropriate artifacts, such as communications and workflow documents.
- Reporting and Insights:
- Provide impact reports, insights, precision rates, and follow-up actions.
- Ensure visibility of learnings for company roadmap considerations.
- Lead quarterly SteerCo meetings with cross-functional leaders to raise issues, iterate on the working model, and share impact details.
- Cross-Functional Collaboration:
- Act as the central point of contact for large investigations and fraud removal efforts.
- Increase cross-functional feedback and insights on global efforts.
- Centralize diligence on platform gaps and vulnerabilities for company roadmap consideration.
Your Expertise:
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- Bachelor's degree in a relevant field or equivalent experience.
- Proven experience in program management, enforcement, or a related field.
- Strong analytical skills with the ability to aggregate and interpret data.
- Excellent communication and stakeholder management skills.
- Ability to work effectively in a cross-functional team environment.
- Familiarity with legal, policy, and compliance considerations in a tech environment.
- Proactive and reactive problem-solving abilities.
- Experience with tools such as Airtable and other project management software is a plus.
- Experience in a trust and safety role within a tech company.
- Knowledge of Airbnb's platform and community standards.
- Background in legal investigations or fraud intelligence.
Your Location:
This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.
Our Commitment To Inclusion & Belonging:
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.
We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.
We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.
Offices: United States