Global Law Enforcement Operations Enablement Manager

Details

Airbnb's Global Safety & Risk Management (GSRM) organization protects the global community through proactive risk management, investigations, and real-time response to critical safety incidents. This Enablement Manager role will support teams that deliver Airbnb’s response to criminality and serious safety threats, including the Law Enforcement Response Team and the Global Threat Assessment Program (GTAP).

Responsibilities

• Support Law Enforcement Response Team to ensure lawful requests for user data are processed accurately, on time, and in line with Airbnb policies and applicable privacy laws.
• Ensure GTAP has the best tools, processes and training to assess and respond to serious safety concerns during ongoing bookings and provide mitigation advice.
• Work with the global director, regional operations managers and partners in Risk Management, Tooling and Ops Development to evolve LEOps’ operating framework: standards, workflows, tooling, training and quality performance.
• Develop and coordinate performance oversight across the full response lifecycle: intake and triage, investigation, assessment, response, and after-action learning.
• Facilitate planning, oversight and change management to address opportunities and mitigate emerging threats.
• Monitor and report on key performance indicators across the program: case volume and throughput, time-to-resolution by severity tier, SLA adherence, and team quality scores.
• Surface performance trends and risk posture to leadership on a regular cadence and support the Global Director LEOps in monitoring performance across the team.
• Identify insights into operational gaps and risk vulnerabilities within LEOps and across Airbnb’s global operations and develop mitigation options.
• Identify opportunities to deliver faster, more accurate outcomes to improve safety and reduce enterprise risk.

Requirements

• 8+ years of experience in complex, data-driven delivery operations, with at least 3 years leading operational development.
• Experience leading or supporting globally distributed teams delivering complex operations within Trust & Safety.
• Proven program-building experience: established case management systems, workflows, processes, SLAs, and QA processes.
• Subject-matter expertise in global data privacy laws affecting disclosures to law enforcement and an established network across law enforcement and government authorities.
• Metrics and operational fluency: defined KPIs, built reporting, and used data to drive decisions and demonstrate program value to senior leadership.
• Experience enabling performance management across a matrixed, globally dispersed organization spanning multiple geographies, languages, and time zones.
• Executive presence with outstanding written, verbal, and presentation skills; ability to brief senior executives on sensitive, complex matters clearly and concisely.
• Ability to build partnerships and work collaboratively and cross-functionally in a fast-paced environment where life safety is the top priority.
• Demonstrable commitment to Airbnb's core values.

Location & Compensation

• This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed with your manager. Candidates must live in a state where Airbnb, Inc. has a registered entity (some states excluded).
• Pay Range: $125,000—$145,000 USD (base). Role may be eligible for bonus, equity, benefits, and Employee Travel Credits.

Inclusion & Accessibility

• Airbnb is committed to inclusion and encourages all qualified individuals to apply.
• Candidates with disabilities who require reasonable accommodation for the application or interview process can contact [email protected] with their full name, the role, and the accommodation needed.