Operations Investigations Specialist

The Community You Will Join: 

The Trust organization protects, guides, and mobilizes the creation of trust in our community and on our platform. We hire quality talent who embody our company values and hold a steadfast commitment to creating a world where anyone in the Airbnb community can host, travel, and connect with peace of mind.

The Service Delivery Ops team, as part of the Trust Operations PIO (Platform Integrity Operations) organization, will be responsible for reviewing users or reservations for risks to our users or the Airbnb platform. Work on complex cases, build subject matter expertise around online risks and support enablement initiatives across Trust Operations

The Difference You Will Make:

The Trust Operations Investigation Specialist role at Airbnb involves investigating complex situations and potential fraud in high volume queues. The role requires effective communication with various stakeholders, including Airbnb users, employees, and global teams such as Product, Policy, Engineering, and PMO.

The specialist will develop their risk management, fraud prevention, and operational skills by maintaining high-quality performance and decision accuracy goals.

A Typical Day: 

• Investigate complex cases and identify potential fraud by reviewing fraud signals within data sets

• Effectively communicate with Airbnb users, employees, stakeholders and teammates

• Develop your risk management, fraud prevention, and operational skills

• Work cross-functionally with Global teams including Product, Policy, Engineering and Project teams

• Suggest operational improvement ideas and help drive implementation

• Participate in new Tool and Workflow pilots

• Meet decision accuracy & occupancy goals and maintain high quality performance

• Demonstrate commitment to operational discipline, meticulously maintaining the integrity of time/task tracking, upholding operational rigor, and providing operational/administrative support to a large team

• Drive high-quality work while managing your assigned core work and project tasks from start to finish

Your Expertise:

• 1-5 years of experience with risk management, fraud prevention, and/or Trust and Safety investigations

• Exceptional interpersonal and communication skills, both written and verbal, to help our community in a tactful and diplomatic manner

• Excellent problem solving, critical thinking, analytical, ability to organize and work independently with rapidly changing priorities

• Ability to detect vulnerabilities in existing and new products or features; comfortable submitting ideation suggestions

• Desire to work in a fast-paced and rapidly changing environment. Ability to multitask, learn and adapt to new technologies

• Familiarity with Mac computers and Google suite: Mail, Docs, Sheets, and Slides

• Must be available for a regular schedule of 5 days work per week (40 hours), mutually agreed with your Lead, which may include weekend days and public holidays. Tuesday - Saturday and Sunday - Thursday shifts during North American hours

• Travel requirements (if applicable)

• Preferred unique skill-sets: 

  • Technical aptitude: Ability to query in SQL, Jira dashboard creation, Slack integration savviness

  • Previous experience with training, mentoring and/or presenting to cross-functional teams

  • Fluency in another language other than English will be a plus

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.