Supervisor - Investigations and Resolutions and Law Enforcement Operations

Job description

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: Investigations and Resolutions (I&R) and Law Enforcement (LE) Ops is at the heart of keeping Airbnb safe for the millions of hosts and guests who trust our platform every day. As part of Global Operations, the team reviews and resolves potential fraud and safety cases across the full user lifecycle, with internal and partner specialists operating 24/7 across the globe. You'll join Frontline Operations, the pillar that does that review and resolution work. Our specialists and the partner teams who deliver alongside us handle cases around the clock, and the leads, managers and analysts across the pillar make sure that work is fast, accurate and consistent wherever it runs. You'll lead a team on I&R and LE Ops within Frontline Operations, working day to day with Policy, Product and the Legal teams that carry cases alongside your team. The Difference You Will Make: You lead a team of I&R and LE Ops specialists: you decide how their work is prioritised as volume, risk and resourcing move through the week, and you coach the judgement that makes their decisions consistent whoever handles the case. The difference you make is a team that performs to a high standard all the time — not only when volume is manageable. That reliability is what the rest of FSD plans around. Success looks like a team that consistently meets its quality, service-level and resolution-time targets, fewer repeat escalations because a change is applied the same way by everyone, and specialists who stay and grow because the path in front of them is clear. A Typical Day: Lead and develop a team of I&R and LE Ops specialists, holding the team accountable for quality, timeliness, and service goals while championing their growth and overall team engagement. Adapt the team's plan and make the day-to-day decisions on case handling, escalation and coverage as volume, case mix or resourcing shifts. For example: rebalancing the queue and re-cutting coverage when a surge in account-takeover reports lands on a public holiday with half the team off. Coach and develop your specialists through regular 1:1s and case reviews, manage performance against targets, and model the values and belonging behaviours that make the team people stay. Use judgment and the operational data to resolve the technical, customer and operational problems your team raises, and recommend the process and tooling improvements the pattern points to. Take process, tooling and workflow changes as an input from the broader fraud and safety strategy and land them with your team, and hand off the cases that need executive escalation or new precedent to the appropriate senior stakeholder. Watch your team's operational metrics, report the trends and risks in your remit to leadership, and anticipate resourcing needs so you can raise a gap to your manager before it becomes a blocker. Your Expertise: 10+ years in Fraud & Safety, Risk, Trust or related operations, including 4+ years leading or supervising a team in a high-volume, time-sensitive case-review environment. Proven ability to hold a team of specialists to consistent quality, accuracy and productivity targets, using operational data to see where performance is moving and act on it. Working knowledge of fraud and safety typologies, and how workflow, precedent and policy interact on escalated cases. People leadership at the scope named above — led a team of specialists whose decisions carried real