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 Process and Strategy Optimization (PSO) team within Fraud and Safety Operations supports the broader mission of protecting Airbnb’s community and strengthening trust across the platform.
We strive for seamless delivery of new defenses and enhancements that protect users, scale efficiently, and deliver a world-class experience. Our work ensures solutions are innovative, scalable, and operationally sound, enabling teams to deliver on Airbnb’s promise of safety and trust. The Difference You Will Make: As the Process Strategy and Optimization Manager, you will drive large-scale, cross-functional initiatives that advance the strategic goals of Fraud and Safety Operations.
You will lead programs that enhance user experience, reduce fraud and safety risks, and optimize operational efficiency. While this is an individual contributor role, it requires strong leadership and influence, providing guidance and thought partnership across PSO and cross-functional teams.
requirements
— serve as the voice of Operations in discussions with Policy, Product, Engineering, Data Science, and Shared Services. Drive strategic alignment across cross-functional stakeholders to ensure operational goals are embedded in system design, roadmap prioritization, and delivery plans. Identify opportunities for process improvement and innovation , grounded in operational data, customer insights, and market trends.
Act as a subject matter expert on workflows, tools, and processes across Fraud and Safety Operations domains, while staying informed about emerging technologies and industry best practices. Lead cross-functional project teams to deliver initiatives on time and within budget; manage dependencies, communicate risks, and ensure successful adoption. Champion continuous improvement , fostering Lean and Agile principles through training, mentoring, and hands-on leadership of improvement projects.
Define and track Key Performance Indicators (KPIs) across functional domains to measure impact and identify areas for optimization. Promote a data-driven culture , ensuring decisions are informed by robust analytics and operational insights. Collaborate closely with PSO peers , contributing to the growth, cohesion, and strategic maturity of the team.
Your Expertise: The ideal candidate will bring a combination of process excellence, operational leadership, and cross-functional program management experience within the technology sector. Bachelor’s or Master’s degree in Engineering, Science, or a related field (Engineering preferred). 10+ years of experience in front- or back-office operations, with 6+ years in process improvement, transformation, or strategic program delivery.
Demonstrated success driving continuous improvement and operational optimization in complex, global organizations. Strong data-driven problem-solving skills, with proven experience in defining and measuring KPIs. Experience implementing quality assurance frameworks and process governance to maintain high operational standards.
Proven ability to influence cross-functional teams and senior stakeholders in a matrixed environment. Strong organizational, project management, and stakeholder communication skills. Demonstrated ability to manage multiple priorities and deliver results in fast-paced environments.
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.
