Global Law Enforcement Operations Enablement Manager

About the role

This role focuses on enhancing the operational effectiveness of Airbnb's Law Enforcement Operations (LEOps) team. The manager will work with global directors and partners in Risk Management, Tooling, and Ops Development to ensure consistent delivery across a globally distributed team. Key responsibilities include evolving the LEOps operating framework, which encompasses standards, workflows, tooling, training, and quality performance, to achieve fast, accurate, and efficient response operations.

A significant part of the position involves program facilitation and performance oversight. This includes developing and coordinating performance across the entire response lifecycle, from intake and triage to investigation, assessment, and after-action learning. The manager will also facilitate planning and change management to capitalize on opportunities and mitigate emerging threats, ensuring the team can adapt to evolving challenges in safety and criminality.

The role requires a strong emphasis on metrics, reporting, and operational performance. The manager will monitor and report on key performance indicators such as case volume, time-to-resolution, and team quality scores. This data will be used to surface performance trends and risk posture to leadership, identify operational gaps, and develop strategies to improve outcomes, ultimately driving up safety and mitigating enterprise risk for Airbnb.

The base salary for this full-time remote role ranges from $125,000 to $145,000 annually.

Skills that matter here

• complex, data driven delivery operations: The role requires experience in managing intricate operational processes that rely on data for decision-making and delivery.
• globally distributed teams: This position involves leading or supporting teams spread across different locations, time zones, and languages.
• program-building: Candidates should have a history of establishing new operational systems, including case management, workflows, and quality assurance processes.
• global data privacy laws: Expertise in legal frameworks governing data disclosure to law enforcement is essential for ensuring compliance.
• KPIs, built reporting, and used data to drive decisions: The role demands the ability to define performance indicators, create reports, and leverage data for strategic decision-making and demonstrating program value.
• performance management across a matrixed, globally dispersed organization: This involves enabling and overseeing performance within a complex organizational structure spanning multiple geographies and time zones.

Who this role suits

• Someone with a strong background in trust and safety operations, particularly in a global context.
• An individual who excels at building and refining operational programs, rather than just executing existing ones.
• A person who is data-driven, capable of defining metrics, and using insights to improve performance and mitigate risks.
• A leader who can effectively communicate complex issues to senior executives and collaborate across diverse teams.

From the employer

A Typical Day:

• Work with the global director, regional operations managers and partners in Risk Management, Tooling and Ops Development delivering fast, accurate and efficient response operations.
• Enable consistent delivery across a globally distributed team under universal standards, workflows and performance management.

Program Facilitation:

• Work with Risk Management, Tooling and Ops Development to evolve LEOps’ operating framework: standards, workflows, tooling, training and quality performance.
• Develop and coordinate performance oversight across the full response lifecycle: intake and triage, investigation, assessment, response, and after-action learning.
• Facilitate planning, oversight and change management in order to take advantage of opportunities and mitigating emerging threats.

Metrics, Reporting & Operational Performance:

• Monitor and report on key performance indicators across the program: case volume and throughput, time-to-resolution by severity tier, SLA adherence, and team quality scores.
• Surface performance trends and risk posture to leadership on a regular cadence.
• Support the Global Director LEOps in monitoring performance across the team.

Thought Leadership:

• Identify insights into operational gaps and risk vulnerabilities within LEOps and across Airbnb’s global operations develop options to mitigate them.
• Identify opportunities to deliver faster, more accurate outcomes to drive up safety and mitigate enterprise risk.

Your Expertise:

• 8+ years of experience in complex, data driven delivery operations, with at least 3 years leading operational development.
• A strong safety background: you have led or supported globally distributed teams delivering complex operations within Trust and Safety.
• Proven program-building experience: you have established case management systems, workflows, process, SLAs, and QA processes, not just operated within existing ones.
• Subject matter expertise in global data privacy laws affecting disclosures to law enforcement, and an established network across law enforcement and government authorities.
• Metrics and operational fluency: you have defined KPIs, built reporting, and used data to drive decisions and demonstrate program value to senior leadership.
• Enabled performance management across a matrixed, globally dispersed organization spanning multiple geographies, languages, and time zones.
• Executive presence with outstanding written, verbal, and presentation skills, and the ability to brief senior executives on sensitive, complex matters clearly and concisely.
• Ability to build partnerships and work collaboratively and cross-functionally in a fast-paced environment where life safety is the top priority.
• Demonstrable commitment to Airbnb's core values.

Your Location:

• This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager.
• While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity.

How We'll Take Care of You:

• Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands.
• The base pay range is subject to change and may be modified in the future.
• This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.