Process Strategy and Optimization Lead

The Community You Will Join

The Process and Strategy Optimization (PSO) team within Fraud and Safety Operations supports the broader mission of protecting Airbnb’s community and strengthening trust across the platform. Our team owns and executes the operational excellence strategy for the fraud and safety investigations team. We drive end-to-end programs at scale which improve quality, efficiency, experience, and cost. Our work ensures solutions are innovative, scalable, and optimized; enabling us to deliver on Airbnb’s promise of safety and trust.

The Difference You Will Make

As the Process Strategy and Optimization Manager, you will drive large-scale, cross-functional initiatives that advance the strategic goals of Fraud and Safety Operations. You’re an excellent problem solver, and you will tackle challenging business problems amidst ambiguity within a global operation setting.

You lead end to end programs that improve quality, drive efficiency, and enhance the user experience, all at the lowest possible cost. You are outcomes driven, and have a strong bias for action. You’re a proven process improvement professional, with the ability to manage multiple high-visibility projects simultaneously. You have strong influence, leverage data to tell a compelling story, and build strong relationships with cross functional stakeholders.

Successful candidates will dive deep into problem spaces, understand root causes at their core, and deliver innovative solutions which make a material impact in key business metrics. What you launch will impact hundreds of operations specialists, and delivering a superior user experience is table stakes.

A Typical Day

• Drive operational excellence across key programs which tie directly with the topline goals of the fraud and safety operations team.
• Lead end-to-end process improvement efforts through business case development, establishing measurement systems, root cause analysis, developing and launching innovative solutions, and establishing control and feedback mechanisms to ensure solutions stick.
• Translate business and operational requirements to cross functional stakeholders across our platform product, tools, policy, engineering, and shared services teams.
• Achieve strategic alignment across cross-functional stakeholders to ensure operational goals are embedded in system design, roadmap prioritization, and delivery plans.
• Identify opportunities for process improvement and innovation, grounded in operational data, customer insights, and market trends.
• Act as a subject matter expert on workflows, tools, and processes across Fraud and Safety Operations domains, while staying informed about emerging technologies and industry best practices.
• Thoughtful application and execution of AI into our operations teams, to minimize waste, streamline process, and drive consistency in delivery.
• Lead cross-functional project teams to deliver initiatives on time and within budget; manage dependencies, communicate risks.