Note: The job is a remote job and is open to candidates in USA. Airbnb is a global platform connecting hosts and guests through stays and experiences. The Senior Manager, Scaled Operations, FSI will lead Scaled Services across implementation, internal tooling, self-service data, business intelligence, and quality assurance to support Fraud & Safety Investigations. The role sets strategy, builds operational infrastructure, governs quality, and partners cross-functionally to improve efficiency and decision-making.
Responsibilities
- Manage three people managers overseeing (1) Strategic Program Implementation, (2) Internal Tooling, and (3) Quality Assurance and Standards — plus one individual contributor leading self-serve data and business intelligence
- Set the strategy and operating rhythm for how Scaled Services delivers against FSI's roadmap, quality goals, and efficiency targets
- Represent Scaled Services on the FSI leadership team, bringing the operational and technical perspective to org-wide decisions
- Build a high-performance culture across a distributed team — with clear goals, regular coaching, and a bias toward accountability and ownership
- Oversee and manage end-to-end launch delivery across FSI — from product and policy launches to workflow changes — ensuring every initiative lands on time, within budget, and at quality
- Champion rigorous solution design and testing practices before anything scales to partner sites
- Partner with Product, Engineering, Analytics, Policy, Program Management, and Shared Services (training, quality, knowledge management) to align on requirements and execution
- Own the tools roadmap on behalf of the operations team, and drive successful implementation and adoption of tools strategy across the platform
- Build and test internal tooling workflow guides for agent case handling
- Identity and advocate for innovative tooling improvements that improves agent efficiency and accuracy Support business continuity through RTB tooling support alongside engineering teams
- Be the subject matter expert in technical tools and processes for operations across all fraud and safety domains and stay informed about industry trends, emerging technologies and competitive landscape
- Lead the team building internal tools and automated data models that power FSI operations — with a north star of full self-service through Claude + MCP integration
- Own the governance of shared metric definitions and data infrastructure so every team in FSI is working from the same source of truth
- Ensure FSI's data foundations are AI-ready: structured, governed, and accessible in ways that enable intelligent automation and agent self-service
- Oversee the team responsible for monitoring and improving workflow adherence, improve Overturn rates, and workflow quality across FSI — including User Acceptance Testing (UAT) for new launches
- Serve as the centralized, objective quality authority across FSI domains — preventing domain-level bias and ensuring consistent, defensible standards prior to each launch
- Identify systemic quality improvements by connecting quality findings to workflow, policy, and tooling gaps — not just surfacing issues, but advocating for them
- Build strong relationships with Product, Engineering, Data Science, and Analytics partners to ensure FSI's needs are represented early and often in roadmap planning
- Communicate complex operational and technical tradeoffs clearly to executive and senior leadership audiences
- Act as a thought partner to peers on the FSI leadership team, helping the org make better decisions through data, quality insights, and tooling capabilities
Skills
- 12+ years of experience in operations, strategy, or program management — ideally spanning both people-management and technical or data-adjacent work
- 5+ years managing managers, with a track record of building and developing high-performing, distributed teams
- Experience leading multi-functional operations teams that sit at the intersection of process, tooling, and data — you've built the infrastructure that makes organizations run
- Strong grasp of data and analytics: you don't need to write SQL yourself, but you understand data architecture, metric governance, and what it takes to build self-service data systems
- Proven ability to set quality standards at scale and govern them impartially — you've built the systems and culture that make quality consistent, not just aspirational
- Strong cross-functional influence skills: you know how to get things on product and engineering roadmaps, and how to hold partners accountable without burning bridges
- Clear, direct communicator — you can make complex programs and data concepts legible to any audience, from frontline leads to the C-suite
- This position is US - Remote Eligible
- While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity
- Experience in Trust, Fraud, Safety, or a high-stakes operations environment is a plus, but not required — the right instincts for urgency, precision, and user impact matter more
Benefits
- This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
- This position is US - Remote Eligible.
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