Trust and Safety

Airbnb

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 Threat Assessment Program (GTAP) provides 24/7 investigations and behavior-based threat assessments to guide Airbnb's response to ongoing critical safety incidents. Working across three regions (AMER, EMEA, and APAC), GTAP responds to ongoing threats of violence, stalking, harassment, and other serious safety incidents, partnering closely with Law Enforcement Operations, Legal, and  Customer Support to mitigate threats to our platform and communities. The Difference You Will Make The Regional Operations Manager for the GTAP is responsible for overseeing day-to-day operations within their assigned region. This role is crucial in ensuring the safety and security of Airbnb's community within the region. You will lead a regional team of threat assessment managers, set and manage team performance expectations, and serve as the expert voice on high-threat incident deescalations. A Typical Day * Oversee the daily operations of the GTAP within the assigned region, ensuring alignment with Airbnb’s mission and vision. * Manage threat assessment cases end-to-end within the region: triage incoming reports, investigations and structured threat assessments, develop incident management plans, and drive cases to resolution. * Maintain rigorous case documentation in accordance with GTAP standards — every decision must be explainable, consistent, and auditable. * Maintain regional situational awareness: track developing situations, and ensure relevant information reaches the appropriate GTAP and GSRM stakeholders in a timely way. * Coordinate with the Global Operations Manager and other Regional Operations Managers to ensure consistency and effectiveness across all regions. * Track regional caseload metrics: volume, time-to-triage, time-to-resolution, and SLA adherence. Provide accurate regional data to the Global TAO Manager for program-wide reporting. * Identify regional throughput issues or patterns — spikes in case type, emerging threat profiles, recurring escalation triggers — and raise them with analysis and proposed action. * Establish and maintain partnerships with local stakeholders to assess Airbnb’s methodology of managing threatening incidents and to exchange threat information to reduce and minimize risks to the Airbnb community within the region. * Manage regional Global Safety and Security team relationships with local law enforcement partners and other investigative, research, and intelligence groups and vendors. Your Expertise * 5+ years of experience in threat assessment, investigations, law enforcement, intelligence, or a closely related field. * Hands-on threat assessment case experience: you have independently triaged, assessed, and managed cases involving targeted violence, stalking, harassment, or comparable subjects * Solid documentation discipline: you write clear, accurate case notes that stand up to legal and operational scrutiny. * Clear written and verbal communication: you can summarize a complex, sensitive case for a non-expert stakeholder and present a recommended action with confidence. * Background in law enforcement, corporate security, intelligence, or a technology company trust and safety function with a case management component. * Experience in a globally distributed team with cross-regional collaboration. Mastery of open source research and online investigative techniques. * Ability to build partnerships and work collaboratively and cross-functionally. * Creative and entrepreneurial mindset with a positive attitude and hunger for learning. * Willingness and ability to travel within the region as needed. * Demonstrated 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 $156,000—$195,000 USD

Airbnb

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