Sr 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—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

• Define and operationalize KPI frameworks for global Fraud & Safety operations (quality, accuracy, SLA, productivity, cost).
• Build dashboards and reporting systems to monitor enforcement performance across regions, vendors, and workflows.
• Lead weekly/monthly business reviews, translating data into actionable insights for Operations, Policy, and leadership.
• Design and lead experimentation (A/B testing, 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 (e.g., thresholds, escalation rules).
• 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.
• 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, providing real-time insights during escalations.
• Build self-service analytics tools enabling Ops 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; 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 (content moderation, fraud review, support, or risk operations).
• Strong SQL and data-modeling expertise.
• Experimentation design experience and working knowledge of Python/R and ML pipelines.
• Proven ability to design KPIs and operational metrics, translate ambiguous problems into structured analytical frameworks, influence cross-functional stakeholders (Operations, Product, Policy, Finance), and drive 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 via self-service.
• Exceptional storytelling and communication skills to make complex analytics actionable across 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 (onsite/remote) and managing third-party analytics vendors.
• Statistics or quantitative graduate degree (MS/PhD).
• Experience with workforce planning & forecasting, experimentation platforms, and real-time operations analytics.

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 (see careers.airbnb.com for excluded states).
• Pay Range: $212,000—$265,000 USD. The role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.