Similar Jobs
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
The Community You Will Join:
Airbnb.org is a nonprofit that connects people to free, temporary housing in times of crisis. We partner with hosts, nonprofits, and communities around the world to support people displaced by disasters, conflict, and emergencies. Our work depends on the trust and safety of our community, and we are committed to ensuring our programs are protected from misuse so we can continue to serve those in need.
The Difference You Will Make:
We are seeking an experienced and detail-oriented Operations Manager focused on both operational enablement and risk mitigation to join Airbnb.org’s mission-driven team. This hybrid role integrates operational excellence with risk management, responsible for delivering exceptional operational support for hosts, guests, and partners and safeguarding the integrity of Airbnb.org’s programs. Working closely with Airbnb’s Trust & Safety team, you will optimize workflows, troubleshoot issues, and implement robust safeguards against fraud and misuse, to ensure our systems, processes, and community are secure.
A Typical Day:
Operational & Program Support
- Manage daily operations enabling Airbnb.org’s programs, including resolving partner inquiries and ensuring smooth user experiences.
- Assist in optimizing internal workflows and support tools for efficiency.
- Collaborate with program managers to provide logistics and administrative support for emergency housing initiatives.
- Test new operational features and tools, providing feedback and suggestions to improve overall operational effectiveness.
- Resolve issues related to bookings, payments, and platform navigation for all program participants.
- Maintain clear guidance and documentation for policies, eligibility, and booking processes.
- Serve as an on-call Operations Manager for emergency response activations worldwide, providing rapid operational support for crisis housing programs on an ongoing basis.
Risk Mitigation & Trust
- Develop and implement risk management policies and protocols to prevent misuse of Airbnb.org programs, including fraudulent claims for credits or bad actor activity.
- Monitor activity across programs to detect suspicious or fraudulent behavior, escalating cases as needed.
- Partner closely with Airbnb Trust & Safety, Legal, and Customer Support teams to align risk prevention strategies and investigations.
- Lead reviews of incidents (e.g., bad stays, fraudulent applications) to identify root causes and strengthen processes.
- Establish clear reporting and escalation processes for risk-related issues.
- Conduct regular risk assessments of new and existing programs, identifying vulnerabilities and recommending safeguards.
- Educate and train internal teams and partners on risk awareness and mitigation best practices.
- Track and report on risk trends, providing data-driven insights to leadership.
Your Expertise:
- 8+ years of experience in risk management, fraud prevention, trust & safety, compliance, or related fields.
- Strong analytical and investigative skills; experience with risk monitoring tools and data analysis preferred.
- Demonstrated ability to design and implement policies and processes that reduce risk exposure.
- Experience collaborating across teams (legal, operations, product, nonprofit partners) in fast-paced environments.
- Excellent judgment, discretion, and communication skills.
- Passion for Airbnb.org’s mission of supporting communities in times of crisis.
Our Commitment To Inclusion & Belonging:
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.
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 shown below is annualized, is inclusive of allowances and is subject to change and may be modified in the future. This role may also be eligible for bonus or incentives, one or more equity programs, benefits, and Employee Travel Credits.
