Back
Airbnb logo

Senior Risk Tools & Automation Lead

Airbnb · Posted Nov 3

Short-term home rentals, boutique hotel bookings, travel experiences, and hosting services

Remote, IndiaFull-timeRemote · India-wideLead/Staff10+ years₹37.8L–₹54.0L yearly72 applicants
TravelHospitalityMarketplaceConsumerPlatformPublic Company
Be an early applicantFull time

Get a personal compatibility score

Add a resume for personal matches

About the role

The Payments Risk Operations team protects Airbnb's guests, hosts, and the platform from fraud, financial loss, and abuse. The role owns the end-to-end agent experience for risk and fraud investigation operations, including tooling requirements, risk workbench design, and automation through process efficiencies and AI. It works closely with Platform, Engineering, Data Science, Design, and Legal to reduce manual effort and improve decision quality.

What you will 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.
  • 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.
  • Champion design principles of simplicity, consistency, and accessibility so agents can make accurate decisions quickly and confidently.
  • Identify, size, and prioritize automation opportunities across manual and repetitive work, including case routing, data gathering, enrichment, summarization, and low-risk decisioning.
  • Partner with Platform, Engineering, and Data Science to design and deploy AI-assisted capabilities such as case summaries, recommended actions, agent copilots, and automated documentation.
  • Define human-in-the-loop guardrails, quality controls, and monitoring so automation improves efficiency without compromising accuracy, fairness, or compliance.
  • Build business cases that tie automation to measurable outcomes and report progress to senior leadership.
  • Serve as the primary operations policy partner to Platform, Engineering, Data Science, Design, Policy, Legal, Compliance, and Finance on all risk tooling initiatives.
  • Influence without authority, align technical and non-technical stakeholders on priorities, tradeoffs, and timelines.
  • Communicate roadmaps, launches, and impact clearly to audiences ranging from frontline agents to executive leadership.

Skills used in this role

What the employer is looking for

  • 10+ years of experience in operations, program management, or product management.
  • 5+ years of experience in fraud, payment risk, trust and safety, or a related investigations industry.
  • Bachelor's degree required; Master's degree preferred.
  • Proven track record of writing successful business requirements, user stories, and acceptance criteria that led to shipped tools with measurable impact.
  • Familiarity with user experience testing and design, including discovery interviews, journey mapping, usability testing, and working from wireframes or prototypes.
  • Demonstrated success in cross-functional collaboration with both technical partners (Engineering, Data Science, Platform) and non-technical partners (Operations, Legal, Compliance, Finance).
  • Experience identifying and delivering automation or process efficiency improvements at scale, with results tied to metrics such as handle time, throughput, accuracy, or loss.
  • Strong analytical skills, with comfort using data to size opportunities, build business cases, and measure outcomes (SQL or similar skills a plus).
  • Excellent written and verbal communication, with the ability to simplify complex technical and operational concepts for executive audiences.

Preferred qualifications

  • Hands-on experience designing or launching agent workbenches, case management systems, or investigation consoles.
  • Experience applying generative AI or large language models in operational settings, such as agent copilots, case summarization, or automated decision support.
  • Working knowledge of fraud and risk domains such as payment fraud, chargebacks, account takeover, identity verification, or AML.
  • Familiarity with workflow and automation platforms (for example, rules engines, RPA, or low-code tools) and with agile delivery practices.
  • Experience leading change management and driving adoption across large, globally distributed operations teams.
  • Experience working at an e-commerce, travel, fintech, or payments company.

Benefits and support

  • bonus or incentives
  • equity programs
  • Employee Travel Credits

About Airbnb

Airbnb logo

Airbnb

Company website
LinkedInXCrunchbaseGlassdoor★4.2

Airbnb operates a premier global online marketplace that connects travelers with hosts offering unique lodging accommodations, boutique hotels, and curated experiences worldwide. The platform enables millions of people to monetize their spaces and discover authentic local travel experiences across more than 220 countries and regions. By blending community-driven hospitality with innovative AI-powered tools, Airbnb has redefined the modern travel and sharing economy.

Industry
Travel
Company size
8000+ employees
Founded
2008
Location
San Francisco, California, USA
Funding stage
Public Company

Funding

Public Company · $3.07B raised

Y CombinatorSequoia CapitalAndreessen HorowitzGeneral AtlanticSilver Lake
  • 2020-04-06Series E$1B
  • 2020-04-01Private Equity$1B
  • 2015-06-29Series D$1.5B
  • 2014-04-16Series C$475M
  • 2011-07-24Series B$112M
  • 2010-11-01Series A$7.2M
  • 2009-01-01Seed$600K

Leadership

BC
Brian Chesky

Co-Founder and Chief Executive Officer

JG
Joe Gebbia

Co-Founder

NB
Nathan Blecharczyk

Co-Founder and Chief Strategy Officer

Recent coverage

Apply