Process Risk and Compliance Operations Manager

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 Community Support org handles tens of millions of interactions yearly, engaging with Airbnb customers by phone, messaging, chat, or social media channels. The group handles hundreds of issues across categories including Cancellations, Account Issues, Refunds, Payments, Reservations, Extenuating Circumstances, Booking & Listing issues, Safety & Claims. The organization is globally distributed with offices in San Francisco, Dublin, Montreal, Seattle, Singapore, Manila, Gurgaon and an extensive partner network serving all regions.

The Difference You Will Make:

• In this role you will own the strategic design and continuous evolution of risk frameworks, the risk registry, and executive risk narratives for Community Support — translating investigative findings, AI/ML model outputs, operational signals, and emerging threats into decisions and actions that protect Airbnb.
• A defining element of this role is your close partnership with the Insider Threat program. Together, you will form a complementary unit: you will ensure that investigative outcomes are contextualized within the broader risk ecosystem — informing risk appetite decisions, shaping detection strategy, and driving remediation accountability. You will co-own escalation frameworks, jointly challenge detection model effectiveness, and ensure that the feedback loop between investigations, risk governance, and AI-driven detection is robust and continuously improving.
• Beyond analysis and governance design, you will serve as the program manager for systemic root cause resolution — ensuring that when investigations, incidents, or risk assessments reveal structural vulnerabilities, those root causes do not languish in a findings log but are tracked, assigned, resourced, and driven to completion across the organization. This requires the discipline of program management combined with the authority and influence to hold cross-functional teams accountable for closing gaps.
• Critically, as Airbnb accelerates its use of AI and automation across operations, you will serve as a risk steward for AI systems that touch Community Support — leading governance and discussions of the implications of deplo