Process Risk and Compliance Operations Manager

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 deploying AI in high-stakes decision-making environments. This is not a technical role; it is a role that requires you to ask the right questions of technical teams, interpret outputs with skepticism, and ensure that AI-driven processes are governed with the same rigor as human-driven ones.
• You will be joining a new team and have the opportunity to shape its development, taking on a growing leadership role over time. We are looking for someone with the drive to build something from nothing and push for growing excellence.

A Typical Day:

Risk Strategy, Frameworks and AI Risk Governance

• Design and own the CS Risk Appetite Framework — define guardrails, escalation triggers, and pre-approved response actions. This is not a documentation exercise; it requires continuous negotiation with senior leaders and cross-functional partners to calibrate organization