Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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:
- The Global Safety & Risk Management (GSRM) organization protects Airbnb's global community through proactive risk management, investigations, and real-time response to critical safety incidents. GSRM's 24/7 operations span the Global Threat Assessment Program (GTAP), Law Enforcement Operations (LEOps), Global Investigations (GI), and Insider Threat Investigations (ITI).
The Difference You Will Make:
- As the Enablement Manager for LEOps you will directly support the teams that deliver Airbnb’s response to criminality and serious safety threats to our users and communities.
- Law Enforcement Response Team: This team owns Airbnb’s response to lawful requests for user data from police, courts, and authorised government agencies. The Enablement Manager is responsible for ensuring that the team can process requests accurately, on time, and in line with Airbnb's policies and applicable privacy laws. Given Airbnb operates worldwide, this requires deep knowledge of how data privacy laws vary by country and how they affect what can and can't be shared with authorities.
- Global Threat Assessment Program: GTAP is Airbnb's internal team responsible for assessing and responding to serious safety concerns during ongoing bookings. Serious incidents are primarily escalated to GTAP by Customer Support and LERT. The team's job is to rapidly research the nature of each incident, assess the threat posed to our users and the wider community and provide advice on rapid mitigation. Threat assessments and mitigation advice are used to inform cross-functional decisions and actions to rapidly resolve incidents safely and responsibly. The Enablement Manager is responsible for ensuring that the team have the best tools, processes and training and that the global director has the best visibility and insights to ensure consistent high quality outcomes.
A Typical Day:
You will work with the global director, regional operations managers and partners in Risk Management, Tooling and Ops Development delivering fast, accurate and efficient response operations. You will enable consistent delivery across a globally distributed team under universal standards, workflows and performance management. This is a complex role for someone with a deep appreciation of how to mitigate myriad complex threats under a scalable operational model.
Program Facilitation
- Work with Risk Management, Tooling and Ops Development to evolve LEOps’ operating framework: standards, workflows, tooling, training and quality performance.
- Develop and coordinate performance oversight across the full response lifecycle: intake and triage, investigation, assessment, response, and after-action learning.
- Facilitate planning, oversight and change management in order to take advantage of opportunities and mitigating emerging threats
Metrics, Reporting & Operational Performance
- Monitor and report on key performance indicators across the program: case volume and throughput, time-to-resolution by severity tier, SLA adherence, and team quality scores.
- Surface performance trends and risk posture to leadership on a regular cadence.
- Support the Global Director LEOps in monitoring performance across the team.
Thought Leadership
- Identify insights into operational gaps and risk vulnerabilities within LEOps and across Airbnb’s global operations develop options to mitigate them.
- Identify opportunities to delivery faster, more accurate outcomes to drive up safety and mitigate enterprise risk.
Your Expertise:
- 8+ years of experience in complex, data driven delivery operations, with at least 3 years leading operational development.
- A strong safety background: you have led or supported globally distributed teams delivering complex operations within Trust and Safety.
- Proven program-building experience: you have established case management systems, workflows, process, SLAs, and QA processes, not just operated within existing ones.
- Subject matter expertise in global data privacy laws affecting disclosures to law enforcement, and an established network across law enforcement and government authorities.
- Metrics and operational fluency: you have defined KPIs, built reporting, and used data to drive decisions and demonstrate program value to senior leadership.
- Enabled performance management across a matrixed, globally dispersed organization spanning multiple geographies, languages, and time zones.
- Executive presence with outstanding written, verbal, and presentation skills, and the ability to brief senior executives on sensitive, complex matters clearly and concisely.
- Ability to build partnerships and work collaboratively and cross-functionally in a fast-paced environment where life safety is the top priority.
- Demonstrable commitment to Airbnb's core values.
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 strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.
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.