Supervisor, Fraud Investigations

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:

The AirCover team is charged with ideating, building, launching, and managing the AirCover business inside of Airbnb. We have a huge responsibility to our community of Hosts and guests to be there when things don’t go exactly as planned with their reservations. We have a lot of work to do in the coming years and we are looking for someone who will help us manage all of the things that need to be done to deliver best-in-class services to our community.

The Difference You Will Make:

As the Lead of the Fraud Investigations Team, you will play a vital leadership role in safeguarding the integrity of our Aircover platform by effectively identifying, investigating, and mitigating instances of fraudulent Aircover claims. You will lead a team of talented fraud investigators, oversee the end-to-end fraud investigation process, search for fingerprints of syndicated bad actors, mitigate those risks, and collaborate closely with internal stakeholders to ensure accurate claim assessments and prevent financial losses. Your team will also lead investigations and containment of major incidents related to policies that Aircover Scaled Ops and Optimization team currently enforce.

You will work closely with cross-functional teams to manage emerging risks / threats while enabling business growth in various markets. Philosophy will be to identify intelligence / risk gaps and work with other internal risk management teams (such as Trust team, and Safety team), third party adjusters, our partners, Product Management, Global Crisis Management, Community support, Policy, Privacy Legal teams to strengthen Airbnb’s platform.

You will adapt your function to Aircover Scaled Operation and Optimization Priorities, in addition to owning planning and strategy while also helping to set targets for your team. You will present findings at Monthly, Quarterly and Annual Business Reviews. You will build, foster and support your team, while holding team members accountable to expectations and performance.

A Typical Day:

• Manage a team of Fraud Investigators with care and empathy, challenging them to meet and exceed expectations in terms of service delivery
• Take ownership for the team’s quality, accuracy and metrics performance whilst holding team members accountable to their own individual performance & quality goals by closely monitoring result trends, setting clear expectations, following-up individually and coaching regularly to develop and improve their skills and behaviors in a tailored way.

• Work closely with cross-functional teams to manage emerging Aircover related risks / threats while enabling business growth and main good customer experience in various markets.
• Proactively look for new capabilities to help collect, analyze, and disseminate actionable risk intelligence
• Develop the knowledge and expertise of the Fraud Investigation team.
• Oversight of team performance and communication with internal partners.
• Guidance and direction for the team on specific complex fraud investigations.
• Develop and implement effective strategies to detect and prevent fraudulent Aircover claims.
• Collaborate with internal departments, such as other Aircover Ops teams, legal, Trust, CS safety to share fraud-related insights, improve fraud prevention measures, and enhance overall operational efficiency.
• Utilize data analytics tools and techniques to identify patterns, trends, and anomalies indicative of fraudulent activities.
• Work with internal stakeholders to develop and deliver training programs to enhance fraud awareness among staff members and promote a culture of fraud prevention throughout the organization.
• Prepare comprehensive reports and present findings to senior management, highlighting key fraud-related metrics, trends, and recommendations for process improvements.
  
  

Your Expertise:

• 5+ years’ experience in risk management space, preferably in high tech and/or matrixed global organizations.
• 2+ years’ experience in a people manager role and strong track record of leading, recruiting, and coaching high performing teams.
• Demonstrated abilities and experience in fast paced fraud investigations space, preferably in the fintech / insurance space
• Thorough knowledge of fraud investigations, intelligence tradecraft, systems, processes and governance
• Strong metrics-based performance management & coaching skills.
• Ability to solve problems and resolve conflict independently, collaboratively, or through delegation including handling challenging customer conversations. Strong verbal and written communication skills, with the ability to explain complex topics to diverse audiences.
• Skilled in presenting complex and sensitive customer issues, and making clear, concise recommendations on the course of action.
• Should have an excellent track record of leading with empathy and inspiring teams to achieve exceptional results in performance and quality
• Should have a deep understanding of the customer journey and what great looks like for the claims handling experience
• Should work independently to manage end-to-end people strategy and operations within the team, seeking additional guidance only in complex situations
• Can manage competing priorities whilst establishing clear expectations and clarity among key stakeholders
• Should be passionate about developing and mentoring your team to reach their full potential
• Proven ability to identify and cultivate relationships with key stakeholders representing a broad range of functions and levels.
• Analytical skills to review customer feedback and data to identify trends, issues, and opportunities for challenging the status quo through process improvement.
• Use data to make informed decisions and work independently with rapidly changing priorities.
• Solution and outcome-oriented with an ability to balance fraud prevention alongside a positive customer experience.
• A regular work schedule of 5 days per week (40 hours), mutually agreed with your Manager, which may include weekend days and company wide / public holidays, in 24*7 rotational shifts environment.

• Ability to work in a global, fluid environment while possessing an intense focus to execute at a high quality to completion
• Understanding of ‘Third Party Administrators/Adjusters’ concepts is a plus
• Strong knowledge of fraud prevention: Understand techniques, investigative methodologies, and legal aspects related to fraud investigations

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.

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 shown below is annualized, is inclusive of allowances and is subject to change and may be modified in the future. This role may also be eligible for bonus or incentives, one or more equity programs, benefits, and Employee Travel Credits.