Global Trust & Safety Functional Manager

No global movement springs from individuals. It takes an entire team united behind something big. On the Trust and Safety team at Airbnb, we’re proud to be at the forefront of the sharing economy. We recognize that we are the leaders of a new, worldwide phenomenon, and it’s why we’ve worked so hard to build the trust at its foundation.

With over 100 million lifetime guests and 3 million listings in over 191 countries, trust is what makes it work. Together, we work hard, we laugh a lot, and we’re committed to creating a world where you can belong anywhere. We are looking for dedicated senior managers who are enthusiastic about leading teams and ready to craft a world-class claims resolution strategy.

Our global Trust and Safety teams are responsible for detecting and deterring incidents of fraud and risk on the Airbnb platform and managing sensitive property damaging or personal safety claims resulting from Airbnb trips or experiences. We are looking for Global Functional Managers to manage our teams and set and execute functional strategy in the below areas:

  • Payment Fraud
  • Account Integrity and User Generated Content
  • Identity and Offline Risk Mitigation
  • Crisis Management
  • Property Claims

Functional Managers are directly accountable for the performance of their function and directly responsible for setting a 1-2 year strategic vision; identifying near-term tactical milestones to achieve strategic goals; and communicating functional plans in a compelling way. Functional Managers are also responsible for expanding existing program offerings, developing new systems, tools, or processes to drive performance and quality in functional teams, identifying and vetting new program vendors, and working collaboratively with cross-functional partners (which may include Legal, Product, Customer Service, and Business Development teams), to enhance the policies, services, self-help products, and admin tools related to effective, community-centric claims management.

Experience:

  • Location: Singapore, Portland, or Dublin (work authorization desired)
  • Language: English fluency and (1) other language preferred, depending on market
  • Education: bachelor's degree or equivalent
    • Desired: Master's degree or additional certifications
    • Preferred fields: counseling, psychology, social work, criminal justice, or similar
  • Experience related to functional field, to include:
    • Payment fraud, financial, credit or other payment processing risk management
    • Account security, data privacy, content moderation, machine learning applications
    • Background investigations, criminal or behavioral profiling, predictive risk modeling
    • Senior crisis management experience in victim advocacy or comparable field
    • Management experience in insurance, claim processing, or related field
  • Experience leading cross-functional or cross-regional collaborative teams
  • Experience setting operational or functional targets or strategic goals
  • Background or experience specific to functional area, to include any of the following:
    • fraud or risk management experience in e-commerce field
    • predictive modeling, machine learning, statistical analysis, regression analysis
    • familiarity with fraud or risk issues specific to e-commerce industry
    • prior experience in analyzing and interpreting complex data sets
    • business analytics, Tableau, Excel, and/or Medallia, Zendesk, Modria, etc.
    • training, experience or certification in media relations or brand risk management
    • experience working with Policy, Legal, PR, and/or Emergency Preparedness teams
    • claims processing software or comparable applications

Responsibilities:

  • Accountable for managing functional operation and directly managing team leads      
  • Coaches, mentors, and develops team leads in operations, process, and project management           
  • Sets functional strategy and effectively communicates strategic direction to managers and teams
  • Works collaboratively with Regional Manager and peers to inform broader departmental strategy
  • Translates strategy into short-term strategic initiatives and monitors progress towards goals
  • Sets clear expectations and holds teams accountable for achieving performance targets
  • Leads high-scope initiatives or cross-functional project teams to meet strategic goals
  • Continually hones expertise and contributes within department as functional thought leader
  • Selects, develops, and evaluates personnel to ensure the efficient operation of the function
  • Identifies industry benchmarks or areas of opportunity to drive performance quality and efficiency
  • Responsible for monitoring performance targets, including customer satisfaction metrics, and for working with team leads to identify levers to consistently improve performance in targeted areas
  • Identifies, sources, implements or integrates new systems, tools, policies, or products to deliver on strategic functional outcomes and contribute to departmental goals

Benefits:

  • Health insurance
  • Restricted Stock Options
  • Breakfast, Lunch, Snacks
  • Quarterly Airbnb Travel Coupon
  • Bike to Work Program
  • Travel Pass Program
  • Life Assurance

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