Founded in 2008, Airbnb's mission is to create a world where people can belong through healthy travel that is local, authentic, diverse, inclusive and sustainable. Airbnb uniquely leverages technology to economically empower millions of people around the world to unlock and monetize their spaces, passions and talents to become hospitality entrepreneurs. Airbnb's accommodation marketplace provides access to 5+ million unique places to stay in more than 81,000 cities and 191 countries. With Experiences, Airbnb offers unprecedented access to local communities and interests through 15,000 unique, handcrafted activities run by hosts across 1,000+ cities around the world. Airbnb's people-to-people platform benefits all its stakeholders, including hosts, guests, employees and the communities in which it operates.
In order to build the world's most loved travel company, we need the world's most interesting and talented people. Are you one of them? If so, we want to talk to you!
As the Operations Lead for Payment Fraud, you will be responsible for managing a team of highly skilled people working on a variety of complex initiatives. You will work to solve problems related to how the broader team is operating while recommending changes that will improve overall team performance. You will support your team by providing direction, assessing progress and coaching team members to assist with their learning and development.
You will work closely with the Program and Project managers within Payment Fraud to stay informed on the status and progress of all changes in the pipeline. You will use this information to keep your team strategically aligned and informed with these changes. You will also work with cross functional teams on shared initiatives across multiple areas of the business. You will have a broad understanding of how your team functions within Trust and the impact your team has on our community to make adjustments and improvements as needed. You will utilize strong communication skills to convey the needs of your team while balancing the goals of the business as a whole.
Role & Responsibilities
Maintain Subject Matter Expertise of Payment Fraud to take on operational core work or escalations when necessary.
Track Core Operations metrics for Payment Fraud to maintain SLAs in all areas
Collaborate with and manage Partner site work for staffing needs, work quality, productivity and metric adherence
Provide regular, actionable, goal-oriented performance feedback to direct reports
Carry out regular 1:1s with direct reports
Visualize and facilitate long-term initiatives and new strategies, best practices, or processes to improve Core Operations metrics
Effectively manage and oversee day-to-day operations for staffing needs and scheduling
Advise on best practices; coach, mentor, and develop your team to further their career growth
Hold self and team accountable for individual or team goals specific to their function
Manage volume of work amongst team members to inform capacity planning
Be approachable in your leadership by creating an open environment for all team members
Ability to quickly define a problem or challenge, evaluate potential solutions and execute an effective decision
8+ years experience, with an emphasis on operations and payment fraud
1+ years of experience managing a team, experience managing a team in e-commerce a plus
Trained in and able to comprehend key metrics derived from internal databases, such as Superset and Tableau
Ability to work with multiple dashboards and utilize the data to inform decision making, capacity planning, agent metrics and performance, and maintain balanced work levels across all work types within your Specialization
Understanding and experience using SQL and Excel / Google Sheets
Strong written interpersonal communication skills
Ability to analyze complex data sets to identify patterns or trends