Senior Manager, Scaled Operations, FSI

Airbnb

Senior Manager leading Scaled Services for Airbnb’s global fraud and safety investigations. Building AI-ready tooling, data infrastructure, and quality governance for safer platform operations.

Posted 8/20/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $192,000 - $235,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in operations management, strategic program implementation, and data governance, with a strong focus on building high-performing teams and driving tooling improvements. Proficient in leading cross-functional collaborations and communicating complex data concepts effectively.

Highest-signal resume keywords

Operations ManagementData ArchitectureProgram ManagementCross-Functional InfluenceQuality Standards Governance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data GovernanceMetric GovernanceSelf-Service Data SystemsQuality AssuranceWorkflow ManagementStrategic Program ImplementationData AnalyticsTooling ImprovementsUAT (User Acceptance Testing)Process Optimization

Soft Skills

Clear CommunicationTeam BuildingCross-Functional CollaborationLeadershipInfluence Skills

Tools & Technologies

Internal ToolingAutomated Data ModelsRTB ToolingClaude IntegrationMCP Integration

Industry Keywords

FraudSafetyHigh-Stakes OperationsQuality AuthorityDistributed Teams

About the role

Key responsibilities & impact

Lead the Scaled Services team and serve on the FSI leadership team, reporting to the Director of Fraud and Safety Investigations
Manage three people managers overseeing Strategic Program Implementation, Internal Tooling, and Quality Assurance and Standards, plus an individual contributor leading self-serve data and business intelligence
Set strategy and operating rhythm against FSI's roadmap, quality goals, and efficiency targets
Build a high-performance culture across a distributed team
Oversee end-to-end launch delivery across FSI, including product, policy, and workflow changes
Champion solution design and testing before initiatives scale to partner sites
Partner with Product, Engineering, Analytics, Policy, Program Management, and Shared Services
Own the operations tools roadmap and drive implementation and adoption
Build and test internal tooling workflow guides for agent case handling
Advocate for tooling improvements that increase agent efficiency and accuracy
Support business continuity through RTB tooling support alongside Engineering
Serve as subject matter expert on technical tools and operational processes
Lead internal tools and automated data models powering FSI operations, targeting self-service through Claude and MCP integration
Govern shared metric definitions and data infrastructure
Ensure data foundations are structured, governed, accessible, and AI-ready
Oversee workflow adherence, overturn rates, workflow quality, and UAT for new launches
Serve as centralized quality authority across FSI domains
Identify systemic quality improvements tied to workflow, policy, and tooling gaps
Build relationships with Product, Engineering, Data Science, and Analytics partners
Communicate operational and technical tradeoffs to executive and senior leadership
Advise FSI leadership peers using data, quality insights, and tooling capabilities

Requirements

What you’ll need

12+ years of experience in operations, strategy, or program management
Ideally spanning both people-management and technical or data-adjacent work
5+ years managing managers
Track record of building and developing high-performing, distributed teams
Experience leading multifunctional operations teams at the intersection of process, tooling, and data
Strong grasp of data and analytics, including data architecture, metric governance, and self-service data systems
Ability to set quality standards at scale and govern them impartially
Strong cross-functional influence skills with Product and Engineering roadmaps
Clear, direct communication of complex programs and data concepts
Experience in Trust, Fraud, Safety, or a high-stakes operations environment is a plus, but not required
Must live in a state where Airbnb, Inc. has a registered entity

Benefits

Comp & perks

Bonus eligibility
Equity eligibility
Benefits
Employee Travel Credits
Remote-eligible work arrangement
Occasional work at an Airbnb office or attendance at offsites, as agreed with the manager
Disability-inclusive application and interview process
Reasonable accommodation for candidates with disabilities