Senior Manager, Scaled Operations, FSI

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead the Scaled Services team and be a part of the FSI leadership team, reporting to the Director of Fraud and Safety Investigations.

• Manage three managers responsible for Strategic Program Implementation, Internal Tooling, and Quality Assurance and Standards, along with an individual contributor focused on self-service data and business intelligence.

• Develop strategy and operational cadence aligned with FSI's roadmap, quality objectives, and efficiency benchmarks.

• Foster a high-performance culture within a distributed team.

• Oversee comprehensive launch delivery across FSI, incorporating product, policy, and workflow modifications.

• Advocate for solution design and testing prior to scaling initiatives to partner sites.

• Collaborate with Product, Engineering, Analytics, Policy, Program Management, and Shared Services teams.

• Manage the operations tools roadmap and champion implementation and adoption.

• Create and test internal tooling workflow guides for agent case management.

• Promote tooling enhancements that boost agent efficiency and precision.

• Assist in maintaining business continuity through RTB tooling support in partnership with Engineering.

• Act as a subject matter expert in technical tools and operational processes.

• Lead the development of internal tools and automated data models that support FSI operations, aiming for self-service through Claude and MCP integration.

• Govern shared metric definitions and oversee data infrastructure.

• Ensure data foundations are well-structured, governed, accessible, and prepared for AI integration.

• Monitor workflow adherence, overturn rates, workflow quality, and User Acceptance Testing (UAT) for new launches.

• Act as the centralized quality authority across FSI domains.

• Identify systemic quality enhancements related to workflow, policy, and tooling deficiencies.

• Cultivate relationships with Product, Engineering, Data Science, and Analytics stakeholders.

• Articulate operational and technical trade-offs to executive and senior leadership.

• Provide guidance to FSI leadership peers using data, quality insights, and tooling capabilities.

⛳️ Requirements

• 12+ years of experience in operations, strategy, or program management.

• Ideally encompassing both people management and technical or data-related roles.

• 5+ years of experience in managing managers.

• Proven history of building and nurturing high-performing, distributed teams.

• Experience in leading multifunctional operations teams that intersect process, tooling, and data.

• Solid understanding of data and analytics, including data architecture, metric governance, and self-service data systems.

• Capability to establish quality standards at scale and govern them impartially.

• Strong skills in cross-functional influence within Product and Engineering roadmaps.

• Clear and direct communication of complex programs and data concepts.

• Experience in Trust, Fraud, Safety, or high-stakes operations environments is advantageous but not mandatory.

• Must reside in a state where Airbnb, Inc. is registered.

🏝️ Benefits

• Bonus eligibility.

• Equity eligibility.

• Comprehensive benefits.

• Employee Travel Credits.

• Remote-eligible work arrangement.

• Occasional work at an Airbnb office or participation in offsite events, as agreed with the manager.

• Disability-inclusive application and interview process.

• Reasonable accommodations for candidates with disabilities.