Senior Manager Scaled Operations, FSI
Leads Airbnb’s Scaled Services organization for Fraud & Safety Investigations, overseeing implementation, internal tooling, self-service data, and centralized quality governance. The role requires 12+ years in operations, strategy, or program management and substantial experience managing managers and distributed teams.
About the job
Responsibilities
- Lead the Scaled Services organization across strategic program implementation, internal tooling, quality assurance and standards, self-service data, and business intelligence.
- Set strategy and operating rhythms for roadmap delivery, quality goals, and efficiency targets.
- Manage three people managers and an individual contributor while building a high-performance distributed team culture.
- Oversee end-to-end implementation of product, policy, and workflow launches, ensuring timely, high-quality delivery within budget.
- Partner with Product, Engineering, Analytics, Policy, Program Management, training, quality, and knowledge-management teams.
- Own the operations tooling roadmap, drive tool adoption, build workflow guides, and support business continuity with engineering partners.
- Lead internal tools and automated data models, govern shared metric definitions and data infrastructure, and enable AI-ready self-service systems.
- Oversee workflow adherence, overturn rates, quality improvement, and user acceptance testing for new launches.
- Establish centralized, objective quality standards and identify systemic improvements across workflows, policies, and tooling.
- Represent Scaled Services on the FSI leadership team and communicate operational and technical tradeoffs to senior leadership.
Requirements
- 12+ years of experience in operations, strategy, or program management.
- 5+ years of experience managing managers.
- Experience building and leading high-performing, distributed teams.
- Experience leading multifunctional operations teams spanning process, tooling, and data.
- Strong understanding of data architecture, metric governance, analytics, and self-service data systems.
- Experience establishing quality standards and impartial governance at scale.
- Strong cross-functional influence and accountability skills with Product and Engineering partners.
- Clear communication skills across frontline, leadership, and executive audiences.
Nice-to-haves
- Experience in Trust, Fraud, Safety, or another high-stakes operations environment.
Compensation
- The ATS lists a salary range of $192,000–$235,000.
Skills
Operations Management, Program Management, People Management, Data Architecture, Metric Governance, Data Analytics, Business Intelligence, Internal Tooling, Quality Assurance, Workflow Design, User Acceptance Testing, Artificial Intelligence, Cross-Functional Leadership, Fraud Prevention, Safety Operations
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