Senior Manager, Advanced Analytics, FSI

Details

Airbnb is scaling how Fraud & Safety operations are measured, governed, and optimized globally. As Senior Manager, Analytics – Fraud & Safety Investigations, you will lead a team of analysts supporting human enforcement systems across content moderation, fraud review, and safety operations. You will own how operational performance is measured and improved by translating complex enforcement workflows into scalable KPI frameworks, experimentation roadmaps, and decision systems. This role sits at the intersection of Operations, Policy, Product, and Engineering, ensuring that human enforcement is efficient, consistent, and aligned with platform safety goals.

Responsibilities

Operational Analytics

• Define and operationalize KPI frameworks for global Fraud & Safety operations, including quality, accuracy, SLA, productivity, and cost.
• Build dashboards and reporting systems to monitor enforcement performance across regions, vendors, and workflows.
• Lead weekly and monthly business reviews, translating data into actionable insights for Operations, Policy, and leadership.

Experimentation and Continuous Improvement

• Design and lead experimentation, including A/B testing and pilots, to improve enforcement quality, reviewer productivity, and user experience.
• Identify drivers of errors, escalations, and policy inconsistencies, and translate findings into process improvements.
• Partner with Operations and Policy to test and refine enforcement strategies, such as thresholds and escalation rules.

Workforce and Vendor Analytics

• Partner with global operations and vendor teams to optimize staffing, capacity planning, and queue management.
• Analyze performance across third-party vendors and internal teams, ensuring SLA adherence and quality standards.
• Drive forecasting models to balance cost, coverage, and service levels across high-volume workflows.

Cross-Functional Execution

• Partner with Product and Engineering to translate operational insights into tooling and workflow improvements.
• Collaborate with Policy and Legal to ensure enforcement decisions are measurable, auditable, and compliant.
• Support high-severity incidents and war-room analytics by providing real-time insights during escalations.

Scaling Analytics and Decision Systems

• Build self-service analytics tools enabling Operations leaders to monitor performance and run scenario analyses independently.
• Standardize metrics, taxonomies, and reporting across workflows to create a consistent source of truth for operations.
• Drive adoption of data-driven decision-making across global Trust & Safety teams.

Requirements

• 8+ years of experience in analytics, risk, or safety, with 5+ years leading high-performing teams.
• Proven ownership of large-scale data products or taxonomies in a regulated environment.
• Experience supporting large-scale human operations, such as content moderation, fraud review, support, or risk operations.
• Strong SQL and data-modeling expertise.
• Experience with experimentation design and working knowledge of Python or R and ML pipelines.
• Ability to design KPIs and operational metrics.
• Ability to translate ambiguous problems into structured analytical frameworks.
• Ability to influence cross-functional stakeholders across Operations, Product, Policy, and Finance.
• Experience driving measurable improvements in quality, efficiency, and cost.
• Skilled in incident impact scoping, post-incident analytics, and scenario planning or tabletop exercises.
• Track record of enabling Legal, Policy, Operations, Product, and Engineering teams to make independent, forward-facing, data-driven decisions through self-service analytics.
• Exceptional communication and storytelling skills, with the ability to make complex analytics actionable for a broad range of audiences.

Preferred Experience

• Background in Trust & Safety, Integrity, Fraud, or Risk operations.
• Familiarity with real-time decision engines and anomaly-detection frameworks.
• Experience leading hybrid teams and managing third-party analytics vendors.
• Statistics or quantitative graduate degree, such as an MS or PhD.
• Experience with workforce planning and forecasting, experimentation platforms, and real-time operations analytics.

Location and Work Policy

This position is US remote eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed with the manager. Employees must live in a state where Airbnb, Inc. has a registered entity. If the position is employed by another Airbnb entity, the recruiter will inform candidates which states they are eligible to work from.

Benefits

The role may be eligible for bonus, equity, benefits, and Employee Travel Credits. Airbnb is committed to inclusion and belonging and provides a disability-inclusive application and interview process.