Trust Escalations Case Manager

The Community You Will Join: 

Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. It takes a unified team committed to our core values to achieve this goal. Airbnb’s various functions embody the company’s innovative spirit and our fast-moving team is committed to leading as a 21st century company.

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.

Ops Excellence drives operational excellence and rigor across run and enablement initiatives. Our Ops Excellence Case Management Pillar leads end to end stakeholder and case management for top escalations and oversees priority account based escalations.

The Difference You Will Make:

Ops Excellence Case Management Mission is to build relationships with internal teams and relevant external entities to generate leads, share escalation trends and intelligence to establish a venue for PIO operational excellence. You will be responsible for managing urgent and complicated escalations, proactively engaging with internal users, and leaders and consulting with other partner-facing teams as a de-escalation expert. You will manage the processing of incident escalations through to resolution, demonstrating full ownership, and attention to detail, while working through ambiguous and fast-paced situations. You will ensure that all incidents and escalations are tracked, prioritized, triaged, owned, investigated, resolved, and communicated accurately.

A Typical Day: 

• You are a self-starter who thrives in a fast-moving environment and brings a strategic mindset and bias toward execution. 
• You are knowledgeable and experienced in the space of creating and implementing policies and measuring their effectiveness, and have a specific and deep background on Trust and Safety issues.
• You will have the ability to concentrate on the nitty gritty details that need improvement while also communicating clearly to various stakeholders, leadership and provide key updates and findings as high-priority escalations unfold.
• You are an assertive, team-oriented problem solver who builds relationships and thrives in ambiguity. You work well in high-pressure situations, quickly implement solutions, and activate partners and subject matter experts as needed.
• You work with a high degree of independence and initiative to resolve issues.
• Proactively investigate, troubleshoot, and drive our most sensitive and complex escalations to resolution, and communicate to cross-functional partners involved throughout the whole process.
• Perform expert review of high-risk and escalated cases against a set of Airbnb Trust guidelines to identify opportunities to improve the efficiency or effectiveness of the support provided to users based on escalations. 
• Own and manage escalations end to end from incident escalation to resolution to  investigate issues and engage with at-risk users. 
• Provide a high level of administrative support while working on highly sensitive and confidential material.
• Partner with multiple stakeholders including internal legal & policy teams and/or government agencies to resolve internal issues caused by complex SOS escalations. 
• Maintain subject matter expertise, develop and maintain a comprehensive understanding of all Trust specializations to successfully complete escalations. 
• Educate internal users on how to maintain security and safety while using Airbnb responsibly
• Act as either team leader or specialist, providing subject matter expertise and or guidance to more junior team members. 
• Contribute to cultural activities on a regular basis, sometimes in a team lead role.
• A regular schedule of 5 days work per week (40 hours), mutually agreed with your Lead, which may include weekend days and public holidays. Shifts may include evening or early morning hours.

Your Expertise:

• Proven ability to identify and cultivate relationships with key stakeholders representing a broad range of functions and levels.
• Excellent written, oral, and presentation skills and an ability to synthesize information and make clear, concise recommendations on course of action.
• Excellent problem solving and critical thinking skills
• Analytical, able to organize and work independently with rapidly changing priorities.
• Solution and outcome-oriented with an ability to balance fraud prevention alongside a positive customer experience.
• 5+ years of experience within escalations, risk management, fraud prevention, and/or Trust and Safety.
• Experience in content review, actions and policy enforcement. 
• Experience developing and successfully executing processes, projects and/or programs. 
• Effective at implementing  organization-wide projects and initiatives through collaboration across functions, geographies, and organization levels.

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.