Trust Investigation Lead

Summary

Join Airbnb's Trust Investigations team as a Trust Investigation Lead and Manager, overseeing a team of 8-15 specialists handling high-risk cases. You will drive performance, foster team development, and enhance trust and safety across the platform. Responsibilities include managing and coaching your team, overseeing complex cases, driving process improvements, supporting training, analyzing performance data, and communicating business updates. This US-based remote eligible position requires 8+ years of experience in a related field, including 2+ years managing teams, a proven track record in driving team performance, and experience handling high-risk cases. The role offers a competitive salary, bonus, equity, benefits, and Employee Travel Credits.

Requirements

• 8+ years of experience in customer operations, trust and safety, or a related field, with at least 2 years managing teams
• Proven track record in driving team performance, including setting goals, coaching, and implementing performance improvement plans
• Experience handling high-risk cases, making critical decisions, and managing crisis situations
• Strong ability to translate strategic objectives into actionable plans for operational teams
• Exceptional communication skills with the ability to provide clear context and leadership through change
• Proficiency in data analysis tools (e.g., Tableau, SQL, Excel, Google Sheets) to track and optimize performance
• Demonstrated commitment to fostering a diverse and inclusive work environment
• Ability to work weekends and be on-call as needed to support urgent escalations

Responsibilities

• Manage and coach a team of 8-15 specialists, providing performance-based feedback and development opportunities
• Oversee the execution of complex and high-sensitivity cases, acting as the highest escalation point for decision-making
• Drive continuous improvements in investigation processes by collaborating with Quality Assurance and cross-functional teams
• Support the onboarding and ongoing training of specialists, ensuring they are equipped with the necessary skills and knowledge
• Analyze performance data to identify trends and implement targeted coaching strategies for skill enhancement
• Communicate key business updates and ensure smooth adoption of new initiatives, tools, and workflows
• Partner with global stakeholders to align on trust strategies and operational improvements

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits