Senior Risk Tools & Automation Lead

About this role

Lead the agent experience and tooling strategy for Airbnb’s risk and fraud operations. Improve investigation workflows through better workbench design, process efficiencies, and AI-assisted automation, with measurable gains in speed, accuracy, and risk control.

About the company

Airbnb is a global online marketplace that connects travelers with hosts offering unique accommodations and experiences in various destinations. The platform serves individuals seeking short-term lodging as well as hosts looking to monetize their properties.

The team

Payments Risk Operations

What you'll do

• Own the end-to-end agent experience across risk and fraud investigation workflows.
• Gather agent feedback, map workflow pain points, and track friction and error rates.
• Translate operational needs into requirements, user stories, and acceptance criteria; manage the tooling roadmap and backlog.
• Lead UAT, launch readiness, and post-launch measurement for tooling releases.
• Define the vision for a unified risk workbench and partner on discovery, prototypes, and usability testing.
• Identify and prioritize automation opportunities, including AI-assisted summaries, recommendations, and documentation.
• Define human-in-the-loop guardrails, quality controls, and monitoring for automation.
• Align cross-functional stakeholders and communicate roadmaps and impact to agents and executives.

What we're looking for

• 10+ years of experience in operations, program management, or product management.
• 5+ years of experience in fraud, payment risk, trust and safety, or a related investigations field.
• Bachelor’s degree required; Master’s degree preferred.
• Track record writing requirements, user stories, and acceptance criteria for shipped tools with measurable impact.
• Experience with UX discovery and testing, including interviews, journey mapping, and usability testing.
• Experience collaborating with technical and non-technical cross-functional partners.
• Experience delivering automation or process improvements measured by metrics such as handle time, throughput, accuracy, or loss.
• Strong analytical, written, and verbal communication skills; SQL or similar skills are a plus.

Nice to have

• Experience designing or launching agent workbenches, case management systems, or investigation consoles.
• Experience applying generative AI or LLMs in operational settings.
• Knowledge of payment fraud, chargebacks, account takeover, identity verification, or AML.
• Familiarity with rules engines, RPA, low-code platforms, or agile delivery.
• Experience leading change management across globally distributed operations teams.
• Experience in e-commerce, travel, fintech, or payments.