Airbnb Investigations Operations Lead 

United States 

757219647

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:

• • 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.

Offices: United States