The opportunity
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences…
What you'll do
Own the end-to-end agent experience across risk and fraud investigation: workflows, from case intake through decision, documentation, and quality review.
Spend time with agents to observe workflows, map pain points, and quantify: friction in handle time, clicks, context switching, and error rates.
Establish feedback loops (surveys, office hours, champion networks, ticket: intake) so agent needs are captured, prioritized, and closed out transparently.
Partner with Training, Quality, and Workforce Management to ensure tooling: changes land with clear enablement, documentation, and adoption tracking.
Translate operational needs into clear, prioritized business requirements,: user stories, and acceptance criteria that Platform and Engineering can build against.
Own and manage the operational risk tooling roadmap and backlog, balancing: quick wins, foundational investments, and policy or regulatory needs.
What they're looking for
- Lead intake, triage, and prioritization of tooling requests using impact: sizing (time saved, loss prevented, accuracy gained, risk reduced).
- Drive user acceptance testing (UAT), launch readiness, and post-launch measurement for every tooling release.
- Define the long-term vision for a unified risk workbench that brings signals,: account history, payment data, linked entities, and decisioning into a single, intuitive workspace.
- Partner with Platform, Design, and UX Research to run discovery, build: journey maps, create wireframes and prototypes, and conduct usability testing with agents.
