Senior Risk Tools, Automation & AI Lead

Airbnb, Inc.; United States; Remote; USD 180,000 - 240,000; Full time

Job summary

Airbnb is seeking a Senior Risk Tools & Automation Lead to own the end-to-end agent experience for risk and fraud operations. You will define what investigators need, design the next generation of the risk workbench, and drive automation through process efficiencies and AI.

You will partner with Platform, Engineering, Data Science, Design, Policy, Legal, Compliance, and Finance to reduce manual effort, shorten handle times, and improve decision quality.

Qualifications

• 10+ years in operations, program management, or product management.
• 5+ years in fraud, payment risk, trust and safety, or related investigations.
• Bachelor's degree required; Master's degree preferred.
• Proven track record writing BRs, user stories, and acceptance criteria.
• Familiarity with UX testing, discovery, journey mapping, usability testing, wireframes/prototypes.
• Demonstrated success collaborating with both technical and non-technical partners.
• Experience delivering automation or process efficiency improvements at scale with measurable results.
• Strong analytical skills; SQL or similar skills are a plus.
• Excellent written and verbal communication for executive audiences.

Responsibilities

• Own end-to-end agent experience across risk investigation workflows from intake to decision and review.
• Observe workflows, map pain points, and quantify friction in handle time, clicks, and context switching.
• Establish feedback loops (surveys, office hours, champion networks) to capture needs.
• Partner with Training, Quality, and Workforce Management for enablement and adoption tracking.
• Translate operational needs into clear BRs, user stories, and acceptance criteria for Platform/Engineering.
• Lead tooling roadmap and backlog, balancing quick wins with foundational investments.
• Define the long-term vision for a unified risk workbench integrating signals, history, and decisioning.
• Drive AI-assisted capabilities like case summaries and agent copilots.
• Set guardrails and metrics to ensure automation improves efficiency without compromising quality.
• Communicate roadmaps, launches, and impact to agents and executives.

Skills

Operations

Program management

Product management

Fraud risk

Data analysis

SQL

Communication

Cross-functional collaboration

Education

Bachelor's degree

Master's degree

Job description

Airbnb is seeking a Senior Risk Tools & Automation Lead to own the end-to-end agent experience for risk and fraud operations. You will define what investigators need, design the next generation of the risk workbench, and drive automation through process efficiencies and AI.

You will partner with Platform, Engineering, Data Science, Design, Policy, Legal, Compliance, and Finance to reduce manual effort, shorten handle times, and improve decision quality.