Investigations Operations Lead

Summary

Join Airbnb's Trust Intelligence team as an Investigation Operations Lead. This pivotal role involves managing and executing cross-functional investigations, reviews, and account removals to ensure fair enforcement across the platform. You will orchestrate investigations on large user groups, partner with various teams, and provide insights to improve platform safety and quality. A typical day includes project tracking, removal orchestration, data analysis, process management, reporting, and cross-functional collaboration. The role requires a bachelor's degree or equivalent experience, strong analytical and communication skills, and familiarity with legal and compliance considerations. Remote work is eligible, with occasional office work possible.

Requirements

• Bachelor's degree in a relevant field or equivalent experience
• Proven experience in program management, enforcement, or a related field
• Strong analytical skills with the ability to aggregate and interpret data
• Excellent communication and stakeholder management skills
• Ability to work effectively in a cross-functional team environment
• Familiarity with legal, policy, and compliance considerations in a tech environment
• Proactive and reactive problem-solving abilities

Responsibilities

• Drive forward investigation requests and opportunities in the investigations and insights org, coordinate with stakeholders, and facilitate communication and status updates
• Support account and market managers in addressing business quality and behavior
• Partner with investigations and intelligence teams to facilitate investigations and prioritize work
• Lead and coordinate the execution of small to large-scale enforcement actions, including sweeps and business removals
• Partner with relevant teams (legal, policy, communications, host quality, engineering, finance, CBO, product) to evaluate and execute removal decisions
• Manage end to end fraud remediation projects including partnering with customer support teams to handle rebooking, reservation cancellations, and other related tasks
• Aggregate data on exceptions and outliers in scaled reviews
• Partner with insights teams to understand impact and analytics related to projects
• Work with insights and partner teams to capture insights and learnings from removal and appeals processes to improve the platform and inform leadership
• Oversee the intake, assessment, and review processes for large removals and sweeps
• Document enforcement and appeals criteria, mapping to policies or terms of service
• Create and maintain appropriate artifacts, such as communications and workflow documents
• Provide impact reports, insights, precision rates, and follow-up actions
• Ensure visibility of learnings for company roadmap considerations
• Lead quarterly SteerCo meetings with cross-functional leaders to raise issues, iterate on the working model, and share impact details
• Act as the central point of contact for large investigations and fraud removal efforts
• Increase cross-functional feedback and insights on global efforts
• Centralize diligence on platform gaps and vulnerabilities for company roadmap consideration

Preferred Qualifications

• Experience with tools such as Airtable and other project management software
• Experience in a trust and safety role within a tech company
• Knowledge of Airbnb's platform and community standards
• Background in legal investigations or fraud intelligence

Benefits

US - Remote Eligible