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Director - Strategy and Risk Intelligence, Global Trust Operations



United States
Posted on Friday, March 17, 2023

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Community You Will Join:

  • This role will drive a compelling vision based on their deep functional expertise in Trust and Safety and and/or Customer Service Operations while working collaboratively across senior functional leadership across Trust and Airbnb leadership.

The Difference You Will Make:

  • This role will drive a compelling vision based on their deep functional expertise in Trust and Safety and and/or Customer Service Operations while working collaboratively across senior functional leadership across Trust and Airbnb leadership.
  • We are looking for an experienced, proven, and passionate Trust & Safety Director who is experienced in leading, managing, and developing a large, multi-location, high complexity trust and safety operation, and driving the team to achieve operational excellence. We expect this leader to embrace and prioritize diversity and inclusion. This leader will need to be successful in a fast-paced, ever-changing environment in which Safety and Fraud prevention is the top priority, and must understand how to support a team consisting of diverse roles, responsibilities, and skill sets across the globe.

A Typical Day:

  • Single owner of setting the Trust Operations strategy and objectives within the broader Trust and Airbnb strategy, and collaborating with Trust Product and Community Policy to execute the strategy through our global operations network.
  • Develop an operations and risk organization comprising specialists, project managers, analysts, and managers across payment fraud, account and content integrity, regulatory and standards compliance enforcement, offline safety risk, identity and user background screenings operations, along with any future areas developed or integrated.
  • Develop a strategy to focus an international operations organization that is based in the US (Portland, SF, Seattle, remote), Dublin, and Singapore.
  • Drive alignment, collaboration and communication with wider functional stakeholder groups across Product, Finance, Community Support Functional Groups, and other parts of Airbnb that impact Trust Partner Operations.
  • Lead and/or participate in Trust Operations-specific and/or company wide projects that may be assigned by leadership
  • Embrace new technologies/trends and innovation and build for the long term through multi year planning.
  • Be a domain expert in all aspects of scaled operations
  • Develop and grow leaders, attract and retain strong talent within the operations organization

Your Expertise:

  • 10-12+ years of progressively responsible leadership experience in a large, globally dispersed trust and safety or customer service operations.
  • A proven track record of managing performance across a matrixed organization that covers a wide range of geographies, languages, time zones, etc
  • Expert level and creative performance results in a storyteller with strong analytical skills and the ability to clarify and prioritize using data.
  • Deep understanding of Trust and Safety and/or Customer Service Operations and all functional areas that interface at partners with ability to shape/input functional strategies
  • Ability to work under conditions of ambiguity in a fast-growth, sometimes uncertain and complex environment - comfortable acting with minimal planning, direction, and supervision. You can identify issues both within and outside of your immediate scope, and propose solutions.
  • Model Airbnb core values in how you do your job each day, with an emphasis on Diversity and Inclusion.
  • Proven Track record of people development, employee engagement and people manager skills.

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

How We'll Take Care of You:

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Pay Range
$220,000$275,000 USD