Identity and Risk Operations Lead

Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique travel experiences around the world. Whether an apartment for a night, a castle for a week, or a villa for a month, Airbnb allows people to Belong Anywhere through unique travel experiences at any price point, in more than 34,000 cities and over 190 countries. We promote a culture of curiosity, humanity, and creativity through our product, brand, and, most importantly, our people.

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 100 million lifetime guests, and 2 million listings in over 190 countries, trust is what makes it work. Together, we work hard, we laugh a lot, and we are passionate about working to create the most trusted community in the world. We are looking for an enthusiastic, dedicated Identity and Risk Ops lead who will be able to help manage a team of proactive specialists and assist in our work to increase the accuracy and assess risk of users on the Airbnb platform and community.

Experience:

  • Language: English fluency and (1) other language preferred, depending on market
  • Education: bachelor's degree or equivalent
  • 1-2 years of fraud or risk management experience in e-commerce field or 1-2 years experience in managing background investigations, identity verification or online user identification processes
  • Prior experience in analyzing and interpreting complex data sets
  • Understanding or experience in any of the following:
    • Business intelligence tools such as Tableau, SQL, Excel
    • Predictive modeling, statistical analysis
  • Familiarity with identity, fraud or risk issues specific to e-commerce industry
  • Excellent problem solving, critical thinking and customer service skills
  • Strong written (email) interpersonal communication skills
  • Ability to learn and adapt to new technologies
  • Idea-driven, confident and articulate
  • Ability to analyze data for patterns

Responsibilities:

  • Manages a direct team of 7-10 direct reports
  • Provides regular, actionable, goal-oriented performance feedback
  • Effectively manages day-to-day administrative duties such as staffing and scheduling
  • Holds self and teams accountable for individual or team goals specific to their function
  • Advises on best practices; coaches, mentors, and develops teams to further their growth
  • Handling escalated and/or complex investigations or urgent cases or issues which must be handled at a leadership level
  • Identifies, recommends, and implements tool, system, process, or policy changes to improve team performance
  • Allocates, schedules, and assigns core-work activities to meet performance and quality targets
  • Conducts data analysis to understand functional trends specific to their functional team
  • Creates and executes development of new tools, systems, processes, or policies to drive functional strategic outcomes
  • Preserve and maintain confidentiality of all sensitive, proprietary or other PII-specific material related to their function
  • Visualizes and facilitates long-term initiatives and new strategies, best practices, or processes to improve team performance
  • Facilitates innovation by empowering teams to shepherd creative ideas or individual projects through appropriate channels
  • Engages and maintains effective relationships with cross-functional partners, stakeholders, or external vendors
  • Delegates and prioritizes effectively to ensure that individual or team time is focused on high-impact needs

Benefits

  • Stock
  • Breakfast, Lunch, Snacks
  • Health insurance
  • Bike to Work Program
  • Travel Pass Program
  • Life Insurance
  • Pension Plan Assistance
  • Quarterly Airbnb Travel Coupon

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