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:
The Trust Investigations team plays a critical role in ensuring Airbnb remains a trusted platform for our community. As part of Trust Operations, you will collaborate with cross-functional partners, including Legal, Policy, and Product teams, to address complex and sensitive cases that impact our hosts and guests globally. You will be joining a high-performing, diverse team committed to maintaining high standards of safety and integrity while adapting to an evolving landscape.
The Difference You Will Make:
As a Trust Investigation Lead and Manager, you will oversee a team handling high-risk and escalated cases, ensuring operational excellence and quality deliverables. Your leadership will be pivotal in driving performance, fostering team development, and aligning global strategies to enhance trust and safety across the platform. Success in this role will be measured by improvements in case resolution efficiency, team engagement, and the seamless execution of trust initiatives.
A Typical Day:
- Manage and coach a team of 8-15 specialists, providing performance-based feedback and development opportunities.
- Oversee the execution of complex and high-sensitivity cases, acting as the highest escalation point for decision-making.
- Drive continuous improvements in investigation processes by collaborating with Quality Assurance and cross-functional teams.
- Support the onboarding and ongoing training of specialists, ensuring they are equipped with the necessary skills and knowledge.
- Analyze performance data to identify trends and implement targeted coaching strategies for skill enhancement.
- Communicate key business updates and ensure smooth adoption of new initiatives, tools, and workflows.
- Partner with global stakeholders to align on trust strategies and operational improvements.
Your Expertise:
- 8+ years of experience in customer operations, trust and safety, or a related field, with at least 2 years managing teams.
- Proven track record in driving team performance, including setting goals, coaching, and implementing performance improvement plans.
- Experience handling high-risk cases, making critical decisions, and managing crisis situations.
- Strong ability to translate strategic objectives into actionable plans for operational teams.
- Exceptional communication skills with the ability to provide clear context and leadership through change.
- Proficiency in data analysis tools (e.g., Tableau, SQL, Excel, Google Sheets) to track and optimize performance.
- Demonstrated commitment to fostering a diverse and inclusive work environment.
- Ability to work weekends and be on-call as needed to support urgent escalations.
Join us in shaping a safer and more trusted Airbnb community by leading a team dedicated to upholding our platform’s integrity and security.
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: [email protected]. 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.
How We’ll Take Care of You:
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
Pay Range
$100,000—$115,000 USD
