Senior Scaled Operations Manager

Who you are

• 12+ years of experience in operations, strategy, or program management — ideally spanning both people-management and technical or data-adjacent work
• 5+ years managing managers, with a track record of building and developing high-performing, distributed teams
• Experience leading multi-functional operations teams that sit at the intersection of process, tooling, and data — you've built the infrastructure that makes organizations run
• Strong grasp of data and analytics: you don't need to write SQL yourself, but you understand data architecture, metric governance, and what it takes to build self-service data systems
• Proven ability to set quality standards at scale and govern them impartially — you've built the systems and culture that make quality consistent, not just aspirational
• Strong cross-functional influence skills: you know how to get things on product and engineering roadmaps, and how to hold partners accountable without burning bridges
• Clear, direct communicator — you can make complex programs and data concepts legible to any audience, from frontline leads to the C-suite
• Experience in Trust, Fraud, Safety, or a high-stakes operations environment is a plus, but not required — the right instincts for urgency, precision, and user impact matter more

What the job involves

• We're building a new team — Scaled Services —focused on the foundational capabilities that the entire FSI organization depends on: how we launch, how we measure quality, how we build tools, and how we use data
• As the Senior Manager leading Scaled Services, you'll be on the FSI leadership team and report directly to the Director of Fraud and Safety Investigations
• You will lead three teams spanning scaled implementation, data & internal tooling, and quality assurance and standards
• This is a high-impact and leadership role: the process, tools, and systems your team builds and governs enables our global operational team to make the right decisions for our Airbnb community
• You'll own three outcomes for the org:
• Scaled infrastructure: Build the tools, automated data models, and automated workflows the entire org needs to function
• Self-service velocity: Create shared AI-ready data, metric definitions, and self-service infra so every domain and agent can move faster without depending on a centralized team
• Centralized quality governance: Serve as an objective, centralized evaluator of agent quality metrics — ensuring consistent standards across all domains without local bias
• Manage three people managers overseeing (1) Strategic Program Implementation, (2) Internal Tooling, and (3) Quality Assurance and Standards — plus one individual contributor leading self-serve data and business intelligence
• Set the strategy and operating rhythm for how Scaled Services delivers against FSI's roadmap, quality goals, and efficiency targets
• Represent Scaled Services on the FSI leadership team, bringing the operational and technical perspective to org-wide decisions
• Build a high-performance culture across a distributed team — with clear goals, regular coaching, and a bias toward accountability and ownership
• Oversee and manage end-to-end launch delivery across FSI — from product and policy launches to workflow changes — ensuring every initiative lands on time, within budget, and at quality
• Champion rigorous solution design and testing practices before anything scales to partner sites
• Partner with Product, Engineering, Analytics, Policy, Program Management, and Shared Services (training, quality, knowledge management) to align on requirements and execution
• Own the tools roadmap on behalf of the operations team, and drive successful implementation and adoption of tools strategy across the platform
• Build and test internal tooling workflow guides for agent case handling,
• Identity and advocate for innovative tooling improvements that improves agent efficiency and accuracy Support business continuity through RTB tooling support alongside engineering teams
• Be the subject matter expert in technical tools and processes for operations across all fraud and safety domains and stay informed about industry trends, emerging technologies and competitive landscape
• Lead the team building internal tools and automated data models that power FSI operations — with a north star of full self-service through Claude + MCP integration
• Own the governance of shared metric definitions and data infrastructure so every team in FSI is working from the same source of truth
• Ensure FSI's data foundations are AI-ready: structured, governed, and accessible in ways that enable intelligent automation and agent self-service
• Oversee the team responsible for monitoring and improving workflow adherence, improve Overturn rates, and workflow quality across FSI — including User Acceptance Testing (UAT) for new launches
• Serve as the centralized, objective quality authority across FSI domains — preventing domain-level bias and ensuring consistent, defensible standards prior to each launch
• Identify systemic quality improvements by connecting quality findings to workflow, policy, and tooling gaps — not just surfacing issues, but advocating for them
• Build strong relationships with Product, Engineering, Data Science, and Analytics partners to ensure FSI's needs are represented early and often in roadmap planning
• Communicate complex operational and technical tradeoffs clearly to executive and senior leadership audiences
• Act as a thought partner to peers on the FSI leadership team, helping the org make better decisions through data, quality insights, and tooling capabilities

Benefits

• Paid volunteer time
• Health food and snacks
• Generous parental and family leave
• Learning and development
• Annual travel and experiences credit