Senior Manager, Scaled Operations, FSI

Details

Fraud & Safety Investigations (FSI) is part of Airbnb's Global Operations organization and investigates and enforces fraud and safety cases across the full user lifecycle. The Scaled Services team provides foundational capabilities for FSI, including program implementation, internal tooling, data, business intelligence, quality assurance, and standards.

Responsibilities

Lead the Scaled Services Team

• Manage three people managers overseeing Strategic Program Implementation, Internal Tooling, and Quality Assurance and Standards, plus an individual contributor leading self-service data and business intelligence.
• Set the strategy and operating rhythm for delivering against FSI's roadmap, quality goals, and efficiency targets.
• Represent Scaled Services on the FSI leadership team.
• Build a high-performance culture across a distributed team through clear goals, coaching, accountability, and ownership.

Drive Scaled Program Implementation

• Oversee end-to-end launch delivery across FSI, including product and policy launches and workflow changes.
• Ensure initiatives are delivered on time, within budget, and at the required quality level.
• Champion solution design and testing practices before initiatives scale to partner sites.
• Partner with Product, Engineering, Analytics, Policy, Program Management, and Shared Services teams.

Enable Agent Tooling

• Own the operations tools roadmap and drive implementation and adoption across the platform.
• Build and test internal tooling workflow guides for agent case handling.
• Identify and advocate for tooling improvements that increase agent efficiency and accuracy.
• Support business continuity through run-the-business tooling support alongside engineering teams.
• Serve as a subject matter expert in technical tools and operational processes across fraud and safety domains.
• Stay informed about industry trends, emerging technologies, and the competitive landscape.

Build Self-Service Data and Business Intelligence Tooling

• Lead the development of internal tools and automated data models supporting FSI operations, with a goal of full self-service through Claude and MCP integration.
• Govern shared metric definitions and data infrastructure so FSI teams use a consistent source of truth.
• Ensure data foundations are structured, governed, accessible, and AI-ready for intelligent automation and agent self-service.

Govern Agent Quality and Workflow Integrity

• Oversee monitoring and improvement of workflow adherence, overturn rates, and workflow quality across FSI.
• Oversee User Acceptance Testing (UAT) for new launches.
• Serve as the centralized quality authority across FSI domains to ensure consistent and defensible standards.
• Identify systemic quality improvements by connecting findings to workflow, policy, and tooling gaps.

Influence Cross-Functionally

• Partner with Product, Engineering, Data Science, and Analytics teams to represent FSI needs in roadmap planning.
• Communicate complex operational and technical tradeoffs to executive and senior leadership audiences.
• Act as a thought partner to the FSI leadership team, using data, quality insights, and tooling capabilities to support decision-making.

Requirements

• 12+ years of experience in operations, strategy, or program management, ideally including people management and technical or data-adjacent work.
• 5+ years of experience managing managers, with a track record of building and developing high-performing distributed teams.
• Experience leading multifunctional operations teams at the intersection of process, tooling, and data.
• Strong understanding of data architecture, metric governance, analytics, and self-service data systems; SQL writing experience is not required.
• Experience establishing quality standards at scale and governing them impartially.
• Strong cross-functional influence skills, including working with Product and Engineering teams and holding partners accountable.
• Clear and direct communication skills, with the ability to explain complex programs and data concepts to audiences ranging from frontline leads to the C-suite.
• Experience in Trust, Fraud, Safety, or another high-stakes operations environment is a plus but not required.

Location and Work Policy

• United States, remote eligible.
• The role may include occasional work at an Airbnb office or attendance at offsites.
• The employee must live in a state where Airbnb, Inc. has a registered entity.

Benefits

• The role may be eligible for a bonus, equity, benefits, and Employee Travel Credits.
• Airbnb provides disability-inclusive application and interview accommodations.