Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
The Community You Will Join:
Airbnb is scaling how Fraud & Safety operations are measured, governed, and optimized globally. As Senior Manager, Analytics – Fraud & Safety Investigations, you will lead a team of analysts supporting human enforcement systems across content moderation, fraud review, and safety operations. You will own how operational performance is measured and improved—translating complex enforcement workflows into scalable KPI frameworks, experimentation roadmaps, and decision systems. This role sits at the intersection of Operations, Policy, Product, and Engineering, ensuring that human enforcement is efficient, consistent, and aligned with platform safety goals.
The Difference You Will Make:
This is a high-impact leadership role focused on enabling fast, data-driven operational decisions at global scale. This role isn’t just about reporting what happened; it’s about building the systems that help Airbnb see around corners. You will democratize data access, build always-on scenario simulators for fraud and safety, and turn incident impacts into seamless signals for continuous improvement. Your insights and systems will empower every stakeholder—from legal to operations, policy to product—to make bold, data-driven, and context-aware decisions in real time.
A Typical Day:
- Operational Analytics
- Define and operationalize KPI frameworks for global Fraud & Safety operations (quality, accuracy, SLA, productivity, cost)
- Build dashboards and reporting systems to monitor enforcement performance across regions, vendors, and workflows
- Lead weekly/monthly business reviews, translating data into actionable insights for Ops, Policy, and leadership
- Experimentation & Continuous Improvement
- Design and lead experimentation (A/B testing, pilots) to improve enforcement quality, reviewer productivity, and user experience
- Identify drivers of errors, escalations, and policy inconsistencies, and translate findings into process improvements
- Partner with Ops and Policy to test and refine enforcement strategies (e.g., thresholds, escalation rules)
- Workforce & Vendor Analytics
- Partner with global operations and vendor teams to optimize staffing, capacity planning, and queue management
- Analyze performance across 3P vendors and internal teams, ensuring SLA adherence and quality standards
- Drive forecasting models to balance cost, coverage, and service levels across high-volume workflows
- Cross-Functional Execution
- Partner with Product and Engineering to translate operational insights into tooling and workflow improvements
- Collaborate with Policy and Legal to ensure enforcement decisions are measurable, auditable, and compliant
- Support high-severity incidents and “war room” analytics, providing real-time insights during escalations
- Scaling Analytics & Decision Systems
- Build self-service analytics tools enabling Ops leaders to monitor performance and run scenario analyses independently
- Standardize metrics, taxonomies, and reporting across workflows to create a consistent “source of truth” for operations
- Drive adoption of data-driven decision-making across global Trust & Safety teams
Your Expertise:
- 8+ years of experience in analytics, risk, or safety; 5+ years leading high-performing teams.
- Proven ownership of large-scale data products or taxonomies in a regulated environment.
- Experience supporting large-scale human operations (content moderation, fraud review, support, or risk ops)
Strong SQL & data-modeling expertise; experimentation design, working knowledge of Python/R, ML pipelines.
- Proven ability to:
- Design KPI’s and operational metrics
- Translate ambiguous problems into structured analytical frameworks
- Influence cross-functional stakeholders (Ops, Product, Policy, Finance)
- Drive measurable improvements in quality, efficiency, and cost
- Skilled in incident impact scoping, post-incident analytics, and scenario planning or tabletop exercises—translating insights into systematic improvements.
- Track record of enabling legal, policy, ops, product, and engineering teams to make independent, forward-facing, data-driven decisions via self-service
- Exceptional storyteller with a flair for making complex analytics actionable for every audience, and for championing transformation deep into the organization
Preferred Experience
- Background in Trust & Safety, Integrity, Fraud, or Risk operations
- Familiarity with real-time decision engines, and anomaly-detection frameworks
- Experience leading hybrid teams (onsite/remote) and managing third-party analytics vendors
- Statistics or quantitative graduate degree (MS/PhD)
- Experience with:
- Workforce planning & forecasting
- Experimentation platforms
- Real-time operations analytics
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: [contact via apply link]. 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.
How We'll Take Care of You:
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
Pay Range$212,000—$265,000 USD