Senior Manager, Scaled Operations, FSI

Airbnb

9h•$192,000 - $235,000•Remote

About The Position

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: Fraud & Safety Investigations (FSI) 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, FSI investigates and enforces on fraud and safety cases across the full user lifecycle — from account creation to post-stay — leveraging a team of internal and partner agents operating 24/7 across the globe. We're entering a new chapter: building AI-native, self-service operational infrastructure that lets our teams move faster, make better decisions, and focus their energy where it matters most. The Difference You Will Make: We're building a new team — Scaled Services —focused on the foundational capabilities that the entire FSI organization depends on: how we launch, how we measure quality, how we build tools, and how we use data. As the Senior Manager leading Scaled Services, you'll be on the FSI leadership team and report directly to the Director of Fraud and Safety Investigations. You will lead three teams spanning scaled implementation, data & internal tooling, and quality assurance and standards. This is a high-impact and leadership role: the process, tools, and systems your team builds and governs enables our global operational team to make the right decisions for our Airbnb community. You'll own three outcomes for the org: Scaled infrastructure: Build the tools, automated data models, and automated workflows the entire org needs to function. Self-service velocity: Create shared AI-ready data, metric definitions, and self-service infra so every domain and agent can move faster without depending on a centralized team. Centralized quality governance: Serve as an objective, centralized evaluator of agent quality metrics — ensuring consistent standards across all domains without local bias.

Requirements

12+ years of experience in operations, strategy, or program management — ideally spanning both people-management and technical or data-adjacent work.
5+ years managing managers, with a track record of building and developing high-performing, distributed teams.
Experience leading multi-functional operations teams that sit at the intersection of process, tooling, and data — you've built the infrastructure that makes organizations run.
Strong grasp of data and analytics: you don't need to write SQL yourself, but you understand data architecture, metric governance, and what it takes to build self-service data systems.
Proven ability to set quality standards at scale and govern them impartially — you've built the systems and culture that make quality consistent, not just aspirational.
Strong cross-functional influence skills: you know how to get things on product and engineering roadmaps, and how to hold partners accountable without burning bridges.
Clear, direct communicator — you can make complex programs and data concepts legible to any audience, from frontline leads to the C-suite.

Nice To Haves

Experience in Trust, Fraud, Safety, or a high-stakes operations environment is a plus, but not required — the right instincts for urgency, precision, and user impact matter more.

Responsibilities

Lead the Scaled Services team
Manage three people managers overseeing (1) Strategic Program Implementation, (2) Internal Tooling, and (3) Quality Assurance and Standards — plus one individual contributor leading self-serve data and business intelligence.
Set the strategy and operating rhythm for how Scaled Services delivers against FSI's roadmap, quality goals, and efficiency targets.
Represent Scaled Services on the FSI leadership team, bringing the operational and technical perspective to org-wide decisions.
Build a high-performance culture across a distributed team — with clear goals, regular coaching, and a bias toward accountability and ownership.
Drive scaled program implementation
Oversee and manage end-to-end launch delivery across FSI — from product and policy launches to workflow changes — ensuring every initiative lands on time, within budget, and at quality.
Champion rigorous solution design and testing practices before anything scales to partner sites.
Partner with Product, Engineering, Analytics, Policy, Program Management, and Shared Services (training, quality, knowledge management) to align on requirements and execution.
Enable best in class agent tooling
Own the tools roadmap on behalf of the operations team, and drive successful implementation and adoption of tools strategy across the platform
Build and test internal tooling workflow guides for agent case handling,
Identity and advocate for innovative tooling improvements that improves agent efficiency and accuracy Support business continuity through RTB tooling support alongside engineering teams
Be the subject matter expert in technical tools and processes for operations across all fraud and safety domains and stay informed about industry trends, emerging technologies and competitive landscape
Build self-serve data and business intelligence tooling
Lead the team building internal tools and automated data models that power FSI operations — with a north star of full self-service through Claude + MCP integration.
Own the governance of shared metric definitions and data infrastructure so every team in FSI is working from the same source of truth.
Ensure FSI's data foundations are AI-ready: structured, governed, and accessible in ways that enable intelligent automation and agent self-service.
Govern agent quality & workflow integrity
Oversee the team responsible for monitoring and improving workflow adherence, improve Overturn rates, and workflow quality across FSI — including User Acceptance Testing (UAT) for new launches.
Serve as the centralized, objective quality authority across FSI domains — preventing domain-level bias and ensuring consistent, defensible standards prior to each launch.
Identify systemic quality improvements by connecting quality findings to workflow, policy, and tooling gaps — not just surfacing issues, but advocating for them.
Influence and partner cross-functionally
Build strong relationships with Product, Engineering, Data Science, and Analytics partners to ensure FSI's needs are represented early and often in roadmap planning.
Communicate complex operational and technical tradeoffs clearly to executive and senior leadership audiences.
Act as a thought partner to peers on the FSI leadership team, helping the org make better decisions through data, quality insights, and tooling capabilities.