Enablement Operations Manager, Risk Mitigation

Details

Airbnb.org is a nonprofit that connects people to free, temporary housing in times of crisis. We partner with hosts, nonprofits, and communities around the world to support people displaced by disasters, conflict, and emergencies. This role sits within Airbnb.org and focuses on delivering operational enablement while safeguarding program integrity through risk mitigation and trust & safety practices.

Responsibilities

Operational & Program Support

• Manage daily operations enabling Airbnb.org’s programs, including resolving partner inquiries and ensuring smooth user experiences.
• Assist in optimizing internal workflows and support tools for efficiency.
• Collaborate with program managers to provide logistics and administrative support for emergency housing initiatives.
• Test new operational features and tools, providing feedback and suggestions to improve overall operational effectiveness.
• Resolve issues related to bookings, payments, and platform navigation for all program participants.
• Maintain clear guidance and documentation for policies, eligibility, and booking processes.
• Serve as an on-call Operations Manager for emergency response activations worldwide, providing rapid operational support for crisis housing programs on an ongoing basis.

Risk Mitigation & Trust

• Develop and implement risk management policies and protocols to prevent misuse of Airbnb.org programs, including fraudulent claims for credits or bad actor activity.
• Monitor activity across programs to detect suspicious or fraudulent behavior, escalating cases as needed.
• Partner closely with Airbnb Trust & Safety, Legal, and Customer Support teams to align risk prevention strategies and investigations.
• Lead reviews of incidents (e.g., bad stays, fraudulent applications) to identify root causes and strengthen processes.
• Establish clear reporting and escalation processes for risk-related issues.
• Conduct regular risk assessments of new and existing programs, identifying vulnerabilities and recommending safeguards.
• Educate and train internal teams and partners on risk awareness and mitigation best practices.
• Track and report on risk trends, providing data-driven insights to leadership.

Requirements

• 8+ years of experience in risk management, fraud prevention, trust & safety, compliance, or related fields.
• Strong analytical and investigative skills; experience with risk monitoring tools and data analysis preferred.
• Demonstrated ability to design and implement policies and processes that reduce risk exposure.
• Experience collaborating across teams (legal, operations, product, nonprofit partners) in fast-paced environments.
• Excellent judgment, discretion, and communication skills.
• Passion for Airbnb.org’s mission of supporting communities in times of crisis.

Working Model

• This is a hybrid role based in India. The role includes serving as an on-call Operations Manager for emergency responses worldwide.

Compensation & Benefits

• India Pay Range (base, annualized, inclusive of allowances): INR 2,380,000 — INR 3,400,000.
• This role may also be eligible for bonus or incentives, equity programs, benefits, and Employee Travel Credits. Base pay is dependent on factors such as training, transferable skills, work experience, business needs and market demands.

Inclusion

Airbnb is committed to working with the broadest talent pool possible and encourages all qualified individuals to apply.