[Hiring] Global Law Enforcement Operations Enablement Manager @Airbnb

Role Description

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:
  • Owns Airbnb’s response to lawful requests for user data from police, courts, and authorized government agencies.
  • Responsible for ensuring that the team can process requests accurately, on time, and in line with Airbnb's policies and applicable privacy laws.
  • 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:
  • Responsible for assessing and responding to serious safety concerns during ongoing bookings.
  • Rapidly research the nature of each incident, assess the threat posed to users and the wider community, and provide advice on rapid mitigation.
  • Ensure that the team has the best tools, processes, and training for consistent high-quality outcomes.
• A Typical Day:
  • Work with the global director, regional operations managers, and partners in Risk Management, Tooling, and Ops Development.
  • Enable consistent delivery across a globally distributed team under universal standards, workflows, and performance management.
  • 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 to take advantage of opportunities and mitigate 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 identified risks.
  • Identify opportunities to deliver faster, more accurate outcomes to drive up safety and mitigate enterprise risk.

Qualifications

• 8+ years of experience in complex, data-driven delivery operations, with at least 3 years leading operational development.
• A strong safety background: led or supported globally distributed teams delivering complex operations within Trust and Safety.
• Proven program-building experience: established case management systems, workflows, processes, SLAs, and QA processes.
• Subject matter expertise in global data privacy laws affecting disclosures to law enforcement.
• Metrics and operational fluency: defined KPIs, built reporting, and used data to drive decisions.
• Enabled performance management across a matrixed, globally dispersed organization.
• Executive presence with outstanding written, verbal, and presentation skills.
• Ability to build partnerships and work collaboratively in a fast-paced environment.
• Demonstrable commitment to Airbnb's core values.

Location

• This position is US - Remote Eligible.
• May include occasional work at an Airbnb office or attendance at offsites, as agreed with your manager.
• Must live in a state where Airbnb, Inc. has a registered entity.

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.

How We'll Take Care of You

• Base pay is dependent upon many factors, such as training, transferable skills, work experience, business needs, and market demands.
• This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
• Pay Range: $125,000 — $145,000 USD.