Senior Manager, Scaled Operations, FSI

🕒 August 20

🇺🇸 United States – Remote

💵 $192k - $235k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Airbnb

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2007

✈️ Travel

📦 Logistics

🛍️ eCommerce

💰 Post-IPO Equity on 2020-12

Travel • Logistics • eCommerce

Airbnb is a global online marketplace that connects people looking for accommodation with hosts offering unique and diverse lodging options, often in residential properties. Users can book spaces ranging from one-bedroom apartments to entire homes and boutique hotels. Airbnb also offers experiences, allowing guests to book activities hosted by locals, providing an authentic travel experience.

📋 Description

• Lead the Scaled Services team and serve on the FSI leadership team, reporting to the Director of Fraud and Safety Investigations • Manage three people managers overseeing Strategic Program Implementation, Internal Tooling, and Quality Assurance and Standards, plus an individual contributor leading self-serve data and business intelligence • Set strategy and operating rhythm against FSI's roadmap, quality goals, and efficiency targets • Build a high-performance culture across a distributed team • Oversee end-to-end launch delivery across FSI, including product, policy, and workflow changes • Champion solution design and testing before initiatives scale to partner sites • Partner with Product, Engineering, Analytics, Policy, Program Management, and Shared Services • Own the operations tools roadmap and drive implementation and adoption • Build and test internal tooling workflow guides for agent case handling • Advocate for tooling improvements that increase agent efficiency and accuracy • Support business continuity through RTB tooling support alongside Engineering • Serve as subject matter expert on technical tools and operational processes • Lead internal tools and automated data models powering FSI operations, targeting self-service through Claude and MCP integration • Govern shared metric definitions and data infrastructure • Ensure data foundations are structured, governed, accessible, and AI-ready • Oversee workflow adherence, overturn rates, workflow quality, and UAT for new launches • Serve as centralized quality authority across FSI domains • Identify systemic quality improvements tied to workflow, policy, and tooling gaps • Build relationships with Product, Engineering, Data Science, and Analytics partners • Communicate operational and technical tradeoffs to executive and senior leadership • Advise FSI leadership peers using data, quality insights, and tooling capabilities

🎯 Requirements

• 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 • Track record of building and developing high-performing, distributed teams • Experience leading multifunctional operations teams at the intersection of process, tooling, and data • Strong grasp of data and analytics, including data architecture, metric governance, and self-service data systems • Ability to set quality standards at scale and govern them impartially • Strong cross-functional influence skills with Product and Engineering roadmaps • Clear, direct communication of complex programs and data concepts • Experience in Trust, Fraud, Safety, or a high-stakes operations environment is a plus, but not required • Must live in a state where Airbnb, Inc. has a registered entity

🏖️ Benefits

• Bonus eligibility • Equity eligibility • Benefits • Employee Travel Credits • Remote-eligible work arrangement • Occasional work at an Airbnb office or attendance at offsites, as agreed with the manager • Disability-inclusive application and interview process • Reasonable accommodation for candidates with disabilities