Global Law Enforcement Operations Enablement Manager

About the role

As the Enablement Manager for Law Enforcement Operations (LEOps) at Airbnb, you will directly support the teams that deliver Airbnb’s response to criminality and serious safety threats to our users and communities.

The Law Enforcement Response Team owns Airbnb’s response to lawful requests for user data from police, courts, and authorised government agencies. You will ensure the team processes requests accurately, on time, and in line with Airbnb's policies and applicable privacy laws. Given Airbnb’s global operations, this requires deep knowledge of how data privacy laws vary by country and how they affect what can and can't be shared with authorities.

The Global Threat Assessment Program (GTAP) is Airbnb's internal team responsible for assessing and responding to serious safety concerns during ongoing bookings. You will ensure the team has the best tools, processes, and training, and that the global director has visibility and insights to ensure consistent, high-quality outcomes.

Responsibilities

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

Program Facilitation

• Collaborate 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 to capitalize on opportunities and mitigate emerging threats.

Metrics, Reporting & Operational Performance

• Monitor and report on key performance indicators: 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 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.

Requirements

• 8+ years of experience in complex, data-driven delivery operations, with at least 3 years leading operational development.
• A strong safety background: experience leading or supporting globally distributed teams delivering complex operations within Trust and Safety.
• Proven program-building experience: established case management systems, workflows, processes, SLAs, and QA processes.
• 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: 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.

Pay

United States: $125,000—$145,000 USD

Ireland: €76,000—€95,000 EUR

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.