Trust Investigation Lead

Summary

Join Airbnb's Trust Investigations team as a Trust Investigation Lead and Manager, overseeing a team of specialists handling high-risk and escalated cases. You will be responsible for driving team performance, fostering team development, and aligning global strategies to enhance trust and safety across the platform. This role requires 8+ years of experience in customer operations, trust and safety, or a related field, with at least 2 years managing teams. You will be responsible for managing and coaching a team of 8-15 specialists, overseeing the execution of complex and high-sensitivity cases, driving continuous improvements in investigation processes, supporting the onboarding and ongoing training of specialists, analyzing performance data, communicating key business updates, and partnering with global stakeholders.

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

This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits