Investigations Operations Lead
| Company | Airbnb |
|---|---|
| Location | United States |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- 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
Responsibilities
- 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
- 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
- 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
- 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
- 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
- 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
Preferred Qualifications
- 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