Supervisor - Investigations and Resolutions and Law Enforcement Operations
Airbnb · Posted Oct 1
Short-term home rentals, boutique hotel bookings, travel experiences, and hosting services
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About the role
Airbnb's Investigations and Resolutions (I&R) and Law Enforcement (LE) Ops team sits within Global Operations and reviews and resolves potential fraud and safety cases across the full user lifecycle, with internal and partner specialists operating 24/7 across the globe. This role leads a team of specialists within Frontline Operations, working day to day with Policy, Product and Legal teams that carry cases alongside the team. The supervisor sets case handling, escalation and coverage priorities, coaches specialists, and tracks quality, service-level and resolution-time targets.
What you will 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.
Skills used in this role
What the employer is looking for
- 10+ 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.
- Sound operational judgment when the answer is not clear — you assess the situation, decide with the information you have, and adapt the plan rather than waiting for direction.
- Clear, direct communicator — able to make operational and case reasoning legible to your specialists, to your cross-functional partners, and to the leadership tracking your team's results.
- Experience in a marketplace, travel or platform fraud and safety environment, or building SOPs, playbooks and enablement that scaled beyond one team, is a plus, not a requirement.
Benefits and support
- bonus or incentives
- equity programs
- Employee Travel Credits
About Airbnb
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
- 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
Co-Founder and Chief Executive Officer
Co-Founder
Co-Founder and Chief Strategy Officer
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