Manager, Fraud and Safety Investigations Operations

<div class="content-intro"><p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</span></p></div><p><strong>The Community You Will Join:</strong></p> <p>Our dynamic and highly skilled Gurgaon-based team is dedicated to delivering exceptional fraud and safety operations, ensuring a secure and trusted experience for our customers. As part of a global network, you’ll collaborate with the rest of the world Fraud Safety (FS) operations teams, partners, Product, Analytics, and Enablement teams to drive operational excellence in a fast-paced, high-stakes environment. Our team is committed to fostering innovation, diversity, and a culture of accountability while building safe, fraud-resilient platforms that empower our community.</p> <p> </p> <p><strong>The Difference You Will Make:</strong></p> <p>As a <strong>Manager Fraud and Safety Investigations Operations</strong>, you will lead the Gurgaon team to deliver world-class operational performance, focusing on fraud prevention, safety protocols, and customer trust. Your strategic insights and leadership will shape regional fraud and safety strategies, drive cross-functional collaboration, and ensure escalations are resolved with urgency and precision. Success in this role will involve influencing stakeholders across Product, Analytics, and Enablement teams to align operational workflows with organizational goals, while fostering a high-performing, inclusive team environment.</p> <p> </p> <p><strong>A Typical Day:</strong></p> <h4><strong>Operational leadership and Performance management</strong></h4> <ul> <li>Lead and manage regional Fraud and Safety Operations, ensuring quality, consistency, and responsiveness in service delivery</li> <li>Drive agent, team, and regional level performance by identifying trends, managing escalations, and taking corrective action when needed</li> <li>Serve as the escalation point for executive level issues requiring urgent resolution and high-level coordination</li> <li>Maintain strong situational awareness of operational health and proactively respond to volume spikes, attacks, or backlogs</li> <li>Own and manage operational planning including metric setting, forecasting, and reporting such as weekly, monthly, quarterly and annual business reviews</li> </ul> <h4><strong>Team leadership and development</strong></h4> <ul> <li>Hire, coach, and develop a high-performing and engaged team that delivers at scale</li> <li>Foster a culture of accountability, performance excellence, diversity, and inclusion</li> <li>Support the onboarding, upskilling, and mentoring of new and developing Delivery Team Leaders in Fraud and Safety Operations</li> <li>Act as a go-to leader for complex employee issues within the region</li> </ul> <h4><strong>Cross Functional collaboration and stakeholder management</strong></h4> <ul> <li>Partner closely with Product, Analytics, and Enablement teams to align fraud and safety workflows with broader organizational goals</li> <li>Represent regional priorities and advocate for operational needs in cross-functional forums</li> </ul> <h4><strong>Strategic program management</strong></h4> <ul> <li>Contribute to and support the execution of service wide initiatives that go beyond day to day metrics such as continuous improvement programs, employee engagement initiatives, or innovation pilots within Fraud and Safety Operations</li> <li>Translate high-level strategic goals into concrete action plans and measurable outcomes</li> </ul> <p><strong>Your Expertise:</strong></p> <ul> <li>BS/BA degree in business, operations, or a related field; advanced education preferred ... (truncated, view full listing at source)