Airbnb · United States
Global Law Enforcement Operations Enablement Manager
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 b...
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 Global Safety & Risk Management (GSRM) organization protects Airbnb's global community through proactive risk management,
investigations, and real-time response to critical safety incidents. GSRM's 24/7 operations span the Global Threat Assessment
Program (GTAP), Law Enforcement Operations (LEOps), Global Investigations (GI), and Insider Threat Investigations (ITI),
The Difference You Will Make:
- As the Enablement Manager for LEOps you will directly support the teams that deliver Airbnb’s response to criminality and
serious safety threats to our users and communities.
- Law Enforcement Response Team: This team owns Airbnb’s response to lawful requests for user data from police, courts, and
authorised government agencies. The Enablement Manager is responsible for ensuring that the team can process requests
accurately, on time, and in line with Airbnb's policies and applicable privacy laws. Given Airbnb operates worldwide, this
requires deep knowledge of how data privacy laws vary by country and how they affect what can and can't be shared with
authorities.
- Global Threat Assessment Program: GTAP is Airbnb's internal team responsible for assessing and responding to serious safety
concerns during ongoing bookings. Serious incidents are primarily escalated to GTAP by Customer Support and LERT. The team's
job is to rapidly research the nature of each incident, assess the threat posed to our users and the wider community and
provide advice on rapid mitigation. Threat assessments and mitigation advice are used to inform cross-functional decisions and
actions to rapidly resolve incidents safely and responsibly. The Enablement Manager is responsible for ensuring that the team
have the best tools, processes and training and that the global director has the best visibility and insights to ensure
consistent high quality outcomes.
A Typical Day:
You will work with the global director, regional operations managers and partners in Risk Management, Tooling and Ops Development
delivering fast, accurate and efficient response operations. You will enable consistent delivery across a globally distributed
team under universal standards, workflows and performance management. This is a complex role for someone with a deep appreciation
of how to mitigate myriad complex threats under a scalable operational model.
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 deliver 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.
- Demonstrable commitment to Airbnb's core values.
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: reasonableaccommodations@airbnb.com.
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
$125,000—$145,000 USD
Roll
Global Law Enforcement Operations Enablement Manager
Kategori
Trust and Safety
Plats
Publicerad
13 juli
Sista ansökningsdag
17 augusti
Källa