Supervisor, Fraud Investigations

Details

Airbnb’s AirCover team builds and manages the AirCover business to support Hosts and guests when reservations don’t go as planned. The team is responsible for delivering best-in-class services, managing emerging risks, and protecting the integrity of the claims process.

Responsibilities

• Lead and manage a team of fraud investigators focused on identifying, investigating, and mitigating fraudulent AirCover claims.
• Oversee the end-to-end fraud investigation process, including detection, containment of major incidents, and mitigation of syndicated bad actors.
• Manage team performance, quality, accuracy, and metrics; set clear expectations, monitor trends, coach individuals, and hold team members accountable.
• Collaborate closely with cross-functional stakeholders (Trust, Safety, Product Management, Global Crisis Management, Community Support, Policy, Privacy, Legal teams and third-party adjusters) to ensure accurate claim assessments and prevent financial losses.
• Proactively identify intelligence and risk gaps and develop capabilities to collect, analyze, and disseminate actionable risk intelligence.
• Provide guidance and direction on complex fraud investigations and develop investigation strategies to detect and prevent fraudulent claims.
• Utilize data analytics tools and techniques to identify patterns, trends, and anomalies indicative of fraud.
• Develop and deliver training programs to raise fraud awareness and strengthen fraud prevention across the organization.
• Prepare comprehensive reports and present findings to senior management (Monthly, Quarterly and Annual Business Reviews).

Requirements

• 5+ years of experience in risk management, preferably in high-tech and/or matrixed global organizations.
• 2+ years of experience in a people manager role with a strong track record of leading, recruiting, and coaching high-performing teams.
• Demonstrated experience in fast-paced fraud investigations, preferably in fintech or insurance.
• Thorough knowledge of fraud investigations, intelligence tradecraft, investigative methodologies, systems, processes, and governance.
• Strong metrics-based performance management and coaching skills.
• Ability to solve problems, resolve conflict, and handle challenging customer conversations independently or through delegation; strong verbal and written communication skills.
• Skilled in presenting complex and sensitive customer issues and making concise recommendations.
• Deep understanding of the customer journey and the claims handling experience.
• Comfortable managing competing priorities, establishing clarity with stakeholders, and working independently in a global, fluid environment.
• Solution- and outcome-oriented with the ability to balance fraud prevention and positive customer experience.
• Understanding of Third Party Administrators/Adjusters concepts is a plus.
• Ability to work a regular schedule of 5 days per week (40 hours) in a 24*7 rotational shifts environment; schedule may include weekends and public holidays as mutually agreed with manager.

Our Commitment to Inclusion & Belonging

Airbnb encourages applications from a broad and diverse talent pool and believes diverse ideas foster innovation and engagement.

Benefits

• India annual base pay range: ₹1,370,000—₹1,790,000 INR (annualized, inclusive of allowances). The role may be eligible for bonus/incentives, equity programs, benefits, and Employee Travel Credits.
• Offices: Gurugram, India.