Airbnb Trust Investigation Lead 

United States 

434210470

A Typical Day:

• Manage and coach a team of 8-15 specialists, providing performance-based feedback and development opportunities.
• Oversee the execution of complex and high-sensitivity cases, acting as the highest escalation point for decision-making.
• Drive continuous improvements in investigation processes by collaborating with Quality Assurance and cross-functional teams.
• Support the onboarding and ongoing training of specialists, ensuring they are equipped with the necessary skills and knowledge.
• Analyze performance data to identify trends and implement targeted coaching strategies for skill enhancement.
• Communicate key business updates and ensure smooth adoption of new initiatives, tools, and workflows.
• Partner with global stakeholders to align on trust strategies and operational improvements.

Your Expertise:

• 8+ years of experience in customer operations, trust and safety, or a related field, with at least 2 years managing teams.
• Proven track record in driving team performance, including setting goals, coaching, and implementing performance improvement plans.
• Experience handling high-risk cases, making critical decisions, and managing crisis situations.
• Strong ability to translate strategic objectives into actionable plans for operational teams.
• Exceptional communication skills with the ability to provide clear context and leadership through change.
• Proficiency in data analysis tools (e.g., Tableau, SQL, Excel, Google Sheets) to track and optimize performance.
• Demonstrated commitment to fostering a diverse and inclusive work environment.
• Ability to work weekends and be on-call as needed to support urgent escalations.

Offices: United States