Job Description:
• Lead the Scaled Services team and serve on the FSI leadership team, reporting to the Director of Fraud and Safety Investigations
• Manage three people managers overseeing Strategic Program Implementation, Internal Tooling, and Quality Assurance and Standards, plus an individual contributor leading self-serve data and business intelligence
• Set strategy and operating rhythm against FSI's roadmap, quality goals, and efficiency targets
• Build a high-performance culture across a distributed team
• Oversee end-to-end launch delivery across FSI, including product, policy, and workflow changes
• Champion solution design and testing before initiatives scale to partner sites
• Partner with Product, Engineering, Analytics, Policy, Program Management, and Shared Services
• Own the operations tools roadmap and drive implementation and adoption
• Build and test internal tooling workflow guides for agent case handling
• Advocate for tooling improvements that increase agent efficiency and accuracy
• Support business continuity through RTB tooling support alongside Engineering
• Serve as subject matter expert on technical tools and operational processes
• Lead internal tools and automated data models powering FSI operations, targeting self-service through Claude and MCP integration
• Govern shared metric definitions and data infrastructure
• Ensure data foundations are structured, governed, accessible, and AI-ready
• Oversee workflow adherence, overturn rates, workflow quality, and UAT for new launches
• Serve as centralized quality authority across FSI domains
• Identify systemic quality improvements tied to workflow, policy, and tooling gaps
• Build relationships with Product, Engineering, Data Science, and Analytics partners
• Communicate operational and technical tradeoffs to executive and senior leadership
• Advise FSI leadership peers using data, quality insights, and tooling capabilities
Requirements:
• 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
• Track record of building and developing high-performing, distributed teams
• Experience leading multifunctional operations teams at the intersection of process, tooling, and data
• Strong grasp of data and analytics, including data architecture, metric governance, and self-service data systems
• Ability to set quality standards at scale and govern them impartially
• Strong cross-functional influence skills with Product and Engineering roadmaps
• Clear, direct communication of complex programs and data concepts
• Experience in Trust, Fraud, Safety, or a high-stakes operations environment is a plus, but not required
• Must live in a state where Airbnb, Inc. has a registered entity
Benefits:
• Bonus eligibility
• Equity eligibility
• Benefits
• Employee Travel Credits
• Remote-eligible work arrangement
• Occasional work at an Airbnb office or attendance at offsites, as agreed with the manager
• Disability-inclusive application and interview process
• Reasonable accommodation for candidates with disabilities