Global Law Enforcement Operations Enablement Manager

Program Facilitation

• Work with Risk Management, Tooling and Ops Development to evolve LEOps’ operating framework: standards, workflows, tooling, training and quality performance.
• Develop and coordinate performance oversight across the full response lifecycle: intake and triage, investigation, assessment, response, and after-action learning.
• Facilitate planning, oversight and change management in order to take advantage of opportunities and mitigating emerging threats.

Metrics, Reporting & Operational Performance

• Monitor and report on key performance indicators across the program: case volume and throughput, time-to-resolution by severity tier, SLA adherence, and team quality scores.
• Surface performance trends and risk posture to leadership on a regular cadence.
• Support the Global Director LEOps in monitoring performance across the team.

Thought Leadership

• Identify insights into operational gaps and risk vulnerabilities within LEOps and across Airbnb’s global operations develop options to mitigate them.
• Identify opportunities to delivery faster, more accurate outcomes to drive up safety and mitigate enterprise risk.

Your Expertise

• 8+ years of experience in complex, data driven delivery operations, with at least 3 years leading operational development.
• A strong safety background: you have led or supported globally distributed teams delivering complex operations within Trust and Safety.
• Proven program-building experience: you have established case management systems, workflows, process, SLAs, and QA processes, not just operated within existing ones.
• Subject matter expertise in global data privacy laws affecting disclosures to law enforcement, and an established network across law enforcement and government authorities.
• Metrics and operational fluency: you have defined KPIs, built reporting, and used data to drive decisions and demonstrate program value to senior leadership.
• Enabled performance management across a matrixed, globally dispersed organization spanning multiple geographies, languages, and time zones.
• Executive presence with outstanding written, verbal, and presentation skills, and the ability to brief senior executives on sensitive, complex matters clearly and concisely.
• Ability to build partnerships and work collaboratively and cross-functionally in a fast-paced environment where life safety is the top priority.