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
Lead and develop a team of I&R and LE Ops specialists, holding the team: accountable for quality, timeliness, and service goals while championing their growth and overall team engagement.
Adapt the team's plan and make the day-to-day decisions on case handling,: escalation and coverage as volume, case mix or resourcing shifts. For example: rebalancing the queue and re-cutting coverage when a surge in account-takeover reports lands on a public holiday with half the team off.
Coach and develop your specialists through regular 1:1s and case reviews,: manage performance against targets, and model the values and belonging behaviours that make the team people stay.
Use judgment and the operational data to resolve the technical, customer and: operational problems your team raises, and recommend the process and tooling improvements the pattern points to.
Take process, tooling and workflow changes as an input from the broader fraud: and safety strategy and land them with your team, and hand off the cases that need executive escalation or new precedent to the appropriate senior stakeholder.
Watch your team's operational metrics, report the trends and risks in your: remit to leadership, and anticipate resourcing needs so you can raise a gap to your manager before it becomes a blocker.
What they're looking for
- + years in Fraud & Safety, Risk, Trust or related operations, including 4+: years leading or supervising a team in a high-volume, time-sensitive case-review environment.
- Proven ability to hold a team of specialists to consistent quality, accuracy: and productivity targets, using operational data to see where performance is moving and act on it.
- Working knowledge of fraud and safety typologies, and how workflow, precedent: and policy interact on escalated cases.
- People leadership at the scope named above: led a team of specialists whose decisions carried real consequence, coaching a diverse group of talent and setting team priorities and performance targets.
