We are looking for a talented and experienced person, who will look after a variety of Safety concerns for our community, including but not limited to: Personal Safety Threats, Domestic Violence, Suicide or Self Harm, Child Exploitation, Physical Assault and Sexual Assault, Drugs activity, Sex Work and Human Trafficking. The successful candidate will be able  to properly identify threatening and harmful circumstances, possess empathetic communication and quick decision making, with the goal of providing the best support possible for the Survivors and restore their status quo. 

The successful candidate will assist with escalated issues and initiate the user dispute request process for  personal safety incidents. Our specialists are responsible for the investigation of cases involving  trauma or personal harm or brand risk, and negotiate collaboratively while verifying facts and reaching policy-based determinations for effective resolution. The candidate will maintain high levels of confidentiality while performing investigations, and will comprehensively document investigations through written reports and summaries. 

We also work to educate our hosts and guests to promote positive experiences and maintain security and safety while using Airbnb responsibly.  Amongst other responsibilities, you’ll also be responsible for managing cases involving damages, monitoring flagged and inappropriate content, and identify and report trends in online risk. You will work with Safety support teams to develop and enhance internal policies and tools. Must have 1+ years of experience in a similar role.

A Typical Day:

• Focused on understanding and ramping up core work, by establishing and maintaining rapport with community members, other team members and key stakeholders
• Recognize case type/severity while de-escalating crisis and managing other people’s emotions
• Focused on fully understanding policies and their rationale, while implementing them to ensure the best interest of our community is satisfied 
• Working with Safety Lead to develop and enhance internal policies, processes and tools 
• Ensure metrics driven performance   
• Management of cases with varying complexities involving safety concerns, by using trauma informed methodology and best practices
• Implementation of emergency plans and ability to communicate them in an effective and sensitive manner to individuals needing support  
• Ability to summarize incidents, collaborate across various support teams and keep key stakeholders informed 
• Maintaining high levels of confidentiality while performing investigations 

Your Expertise:

• 1+ years of experience in customer experience, mediation, social work, psychology, emergency services, or a similar role
• Background in advocacy, crisis management, mediation, clinical/non-clinical social work,  or e-commerce customer service
• Ability to plan, prioritise and organise tasks and communications
• Ability to learn and adapt to new technologies 
• Excellent interpersonal and communication skills, both written (email) and spoken (phone), to help our community in a tactful and diplomatic manner 
• Excellent time management, negotiation and conflict resolution skills 
• Passion for innovation with a ‘work smarter’, solution and action oriented mindset 
• Ability to collaborate with internal stakeholders and/or third party providers to resolve conflicts in a detailed, effective and timely manner 
• Calm and Empathetic - ability to adapt to any situation by personalizing responses and educating our community while remaining level headed in tough situations
• Emotional intelligence - ability to recognise personal stress triggers and in others, self-awareness, bounce back and demonstrated ownership of self-care 
• Ability to work under pressure and quick decision making when faced with conflicting demands
• Humanitarian work or working experience with populations who have experienced various types of trauma will be a bonus
• University Degree and/or 3+ years relevant experience
• Fluent Japanese and English (Spoken and Written) are essential

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.

Singapore based role. NO RELOCATION AND VISA SUPPORT

We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service management to the Airbnb community as a Supervisor. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service through coaching and upleveling their team. This is a full time position based in Singapore.

The Supervisor supports one or more internal CS services. The Supervisor is an operational leadership role that requires substantial experience in customer service and team management. Supervisors oversee teams of approximately 10-15 specialists and should have the ability to guide and uplevel their specialists, demonstrating top-level customer service skills. Strong organizational skills and the ability to balance real-time and planned work are also required. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality.      

As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.            

Responsibilities 

The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.

Oversee a strong operational environment for your teams and ensure high quality support for the community from your team

• Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community, including acting as the highest escalation point for case consults and high level escalations from other stakeholders
• Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching; must be able to create a performance development strategy/plan for your service(s).
• Provide best practices guidelines to your team on how to handle cases and situations, and ensure that ways of working are documented and followed.
• Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing trainings.

Drive performance at the specialist, team, and service level

• Ensure individual team members are held accountable to performance goals in a fair and equitable manner by setting clear expectations, following-up individually, and coaching team members positively to develop and improve their skills in a tailored way
• Manage both specialist and team performance, including identifying trends in performance, providing corrective actions and positive overall feedback, and writing year end reviews and improvement plans
• Share input and recommendations about service target setting.
• Work collaboratively with regional Talent teams for the execution of all personal improvement plans and terminations as required.

Build and nurture an engaged and diverse team

• Own and manage end-to-end people strategy and operations within your specialist team to foster a high performing and sustainable team environment. This includes hiring, driving onboarding, talent development, and people engagement/wellness/morale
• Enable team and individual professional success through supporting and challenging your team to meet and exceed expectations with clear goals/expectations, feedback, one-on-ones, and coaching
• Support team in professional development within team by finding and creating development opportunities and leveraging company-wide resources to regularly drive development within your team.
• Keep up with day-to-day management duties such as time off approvals, team and one-on-one meetings, and managing Talent-related issues
• Maintain a culture of openness, transparency and accountability allowing our teams to deliver their best work while being themselves 
• Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance and maintaining high standards of service to the company

Support strategic initiatives within Delivery and your service as needed

• Lead the team toward the successful execution of company or other strategic changes or goals within your service by cascading updates and changes, communicating new requirements, and providing feedback
• Support, as needed, internal Delivery performance & operations improvement projects, in collaboration with the Delivery Excellence team and cross-functional partners
• Think critically and constantly evaluate our procedures. Collect feedback from the team to identify opportunities to improve performance and better optimize processes for the team, service, and global community

Qualifications

Your background & experience

• 6+ years of progressive experience in a customer service or an operations role, with 3 years in a role directly managing staff & the employee lifecycle
• Demonstrable experience in driving improved performance of teams as a line manager
• Experience in the deployment of resources to manage real-time crisis situations, including managing high severity/sensitivity cases and decision-making authority for losses
• Experience in data analysis and reporting to identify performance trends, as well as  developing and implementing performance management standards
• Ability to multi-task and adapt to new tasks and responsibilities as needed
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs.

Your skills & expertise

• Good leadership and team management skills to manage a team of professionals - comfort with conflict, giving and receiving feedback, and handling employee/Talent issues
• Strong communication skills to collaborate with different stakeholders and manage sensitive cases, while remaining calm and poised under pressure
• Organized and resourceful; able to juggle and multi-task, with an attention to detail and follow through even in ambiguous situations
• In-depth understanding of customer service operations and processes
• Ability to cascade with context and lead your team through changes
• Cultural competency and a strong commitment to fostering diversity and inclusion within the team
• Proficiency in various data analysis and reporting tools to track performance trends (tableau, SQL, Excel, Google Sheets, etc.)

The Community You Will Join: Join Fraud and Safety Operations—a dedicated, high-trust team at the heart of Airbnb’s mission to protect our Hosts, Guests, and the integrity of our global marketplace. This team works at the intersection of fraud intelligence, data analytics, and platform protection, collaborating closely with Data Science, Product, Global Operations, Safety, Legal, and Community Policy teams. You’ll partner cross-functionally to safeguard Airbnb’s community against ever-evolving threats.

The Difference You Will Make: In this role, you will lead the defenses that prevent novel and emerging  fraud and abuse, directly owning our strategy for proactive fraud identification and mitigation. Success means disrupting upstream risks, shaping proactive fraud strategies, and building systemic defenses. Your work will directly enhance platform trust and resilience, with a measurable impact on fraud loss reduction, threat anticipation, and risk prevention. 

A Typical Day:

• Proactive Threat Mitigation: Lead and mentor a specialized team to analyze large-scale fraud signals, translating complex data into platform-level controls, rules, and policies to stop bad actors upstream.
• Strategic Analysis: Analyze fraud trends and patterns using SQL and Python, utilizing tools to visualize findings and drive data-informed decision-making.
• Cross-Functional Leadership: Collaborate with data, product, trust & safety, legal, and policy teams to design and implement new fraud countermeasures and automated defenses.
• Executive Reporting: Develop and present clear investigative reports and fraud intelligence summaries to leadership and cross-functional partners using Slides and data visualization tools.
• Incident Command: Respond to critical incidents, ensuring platform integrity and community safety during high-severity events or emerging threat spikes.
• Systemic Improvement: Identify automation opportunities to streamline detection processes and reduce manual operational lift.

Your Expertise:

• 8+ years of leadership experience in fraud intelligence, risk analytics, or related fields (e.g., financial crime, marketplace fraud, platform abuse).
• Trend-Level Intelligence: Demonstrated expertise connecting trend-level insights to broader fraud patterns and systemic risk, rather than just resolving individual cases.
• Technical Proficiency: Advanced proficiency with SQL and Python for analysis; experience building dashboards and visualizations in Tableau.
• Fraud Typology Knowledge: Deep understanding of Account Takeover (ATO), Scams, behavioral analysis, and the development of risk controls.
• Communication: Proven ability to produce clear, structured investigative writing and guide others in narrative and reporting standards for executive audiences.
• Risk Frameworks: Working knowledge of cyber risk frameworks, digital forensics, and platform security; certifications such as CISSP, CHFI, CEH, GIAC, CFE, or Security+ are preferred.
• Leadership: Track record of building and leading high-performing teams, fostering clarity, accountability, and resilience in high-stakes environments.
• Global Collaboration: Experience collaborating with international and cross-functional partners to drive policy, process, and technology improvements.

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. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list  If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

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.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique travel experiences around the world. Whether an apartment for a night, a castle for a week, or a villa for a month, Airbnb allows people to Belong Anywhere through unique travel experiences at any price point, in more than 34,000 cities and over 200 countries and regions. We promote a culture of curiosity, humanity, and creativity through our product, brand, and, most importantly, our people.

The mission of the Airbnb Global Safety and Risk Management (GSRM) team, as a component of Fraud and Safety Operations, is to foster a safe, secure, and healthy workplace for our employee community and peace of mind for Airbnb’s global community. Airbnb GSRM programs include Global Threat Assessment Program; Insider Threat Prevention Program; and Global Law Enforcement Liaison & Organized Crime Syndicates Investigations (OCSI). 

The Global Law Enforcement Liaison team is comprised of Law Enforcement Operations (LE Ops) and Global Law Enforcement Engagement (GLEE). LE Ops is responsible for liaising with law enforcement agencies on public safety and/or criminal matters with an alleged nexus to Airbnb. This includes processing law enforcement data disclosure requests, contributing to law enforcement investigations involving Airbnb stakeholders, and advancing trusted relationships with international law enforcement agencies in the interest of public and life safety. Working alongside LE Ops, the GLEE practice conducts strategic bilateral and multilateral engagement with international law enforcement entities and relevant domestic security services in a proactive manner to develop and nurture new relationships and strengthen established trusted relationships with partners to mitigate online and offline criminal and life safety threats to the Airbnb community. 

The Global Law Enforcement Engagement Regional Lead for Europe, the Middle East, and Africa (EMEA) is responsible for driving strategic bilateral and multilateral communication, cooperation, and collaboration efforts with law enforcement entities and domestic security services located and/or operating in EMEA to protect Airbnb equities and stakeholders from criminal threats and acts of violence in close coordination with other Airbnb GSRM teams. The Global Law Enforcement Engagement Regional Lead for EMEA  will report directly to the Manager, Global Law Enforcement Engagement. 

Airbnb seeks a dynamic professional with a strong background as a law enforcement and/or domestic security service official to develop strategic initiatives to align Fraud & Safety Operations’ priorities and effective global law enforcement engagements in a dynamic and fluid environment where life safety is the top priority. The successful candidate brings law enforcement expertise with experience working in EMEA, strong interpersonal and communications skills, initiative, a collaborative mindset, and a passion for safeguarding the Airbnb enterprise and community from criminal and life safety threats.

Responsibilities

• Lead, develop, and manage Airbnb efforts to cultivate trusted and reliable relationships with law enforcement partners in the EMEA region to safeguard the Airbnb community. 
• Lead and promote effective information exchange and collaboration with regional law enforcement on criminal threat and life safety matters that endanger the Airbnb community. 
• Lead, develop, and maintain effective working relationships with law enforcement and government authorities in EMEA by building partnerships and coalitions through liaison with international law enforcement organizations (e.g., UNODC, INTERPOL, Europol, AFRIPOL, AIMC, IACP, etc.)
• Lead regional and contribute to global efforts to develop programs, events, and presentations to educate key external bilateral and multilateral partner agencies and entities to promote Airbnb’s trust and safety capabilities and priorities.
• Provide expertise and conduct cross-functional collaboration with internal teams and fellow Airbnb stakeholders on law enforcement engagement matters in EMEA.
• Lead and/or contribute to law enforcement communication and correspondence during crisis response and/or high-risk law enforcement operations in EMEA.
• Identify market segments and external partnership opportunities to improve Airbnb law enforcement liaison, communication, and liaison in EMEA.
• Investigate and overcome barriers to successful, collaborative law enforcement operations and data exchange in EMEA.
• Collaborate with Airbnb legal, community support, and public policy teams to achieve effective engagement with law enforcement authorities, regulators, and legislators on online safety, security, and law enforcement issues in EMEA.
• Develop, analyze, and communicate data, metrics, and performance measures to inform and evaluate the effectiveness of law enforcement engagement in EMEA.
• Manage logistics of projects from start to finish, including identifying and scoping opportunities, aligning with different teams and functions, advancing contractual agreements, coordinating rollouts, and managing budgets.
  
  

Requirements

• 10+ years of experience as a law enforcement or domestic security service officer with demonstrated expertise in investigating and preventing serious and organized crime, acts of violence, and threats to public safety.
• Law enforcement expertise and experience in conducting complex investigations involving criminal acts and/or national security matters including but not limited to violent crime, organized crime (e.g., human trafficking, drug trafficking, financial fraud, etc.), child sexual exploitation, terrorism/violent extremism, and cybercrime.
• Professional work experience with law enforcement agencies and organizations located and/or operating in the European Union.
• Experience working collaboratively with law enforcement managing/addressing law enforcement requests for information, production/judicial orders, emergency disclosure requests, Mutual Legal Assistant Treaty (MLAT) requests, and emergencies-in-progress from a range of varied and legal systems common to EMEA. 
• Professional working knowledge of legal frameworks associated with individual data privacy rights, particularly the European Union’s General Data Protection Regulation (GDPR).
• Law enforcement training, expertise, and experience in crisis planning and management and critical incident response.
• Ability to work effectively in a global environment, including an understanding of cultural differences.
• Demonstrated maintenance of a highly developed network of resources, cultivated through years of building relationships with global law enforcement and security services, ensuring liaison effectiveness in varied regions with complex geopolitical, cultural, and business environments.
• Excellent oral and written communication and presentation skills, including an ability to deliver clear and concise executive presentations.
• Excellent organizational and analytical skills, and a demonstrated record of cross-functional collaboration.
• Professional presence and ability to interact effectively with executive management.
• Capable of inspiring trust and confidence through effective communication and interpersonal skills with employees at all levels within Airbnb.
• Sound work ethic, judgment, and ability to work independently with minimal supervisory oversight.
• Willingness to travel frequently throughout EMEA, and periodically to other regions.
• Willingness and flexibility to support GSRM functions in EMEA on a 24/7 basis.
• Native Proficiency (fluency) in English and French languages is required.

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.

Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique travel experiences around the world. Whether an apartment for a night, a castle for a week, or a villa for a month, Airbnb allows people to Belong Anywhere through unique travel experiences at any price point, in more than 34,000 cities and over 200 countries and regions. We promote a culture of curiosity, humanity, and creativity through our product, brand, and, most importantly, our people.

The mission of the Airbnb Global Safety and Risk Management (GSRM) team, as a component of Fraud and Safety Operations, is to foster a safe, secure, and healthy workplace for our employee community and peace of mind for Airbnb’s global community. Airbnb GSRM programs include Global Threat Assessment Program; Insider Threat Prevention Program; and Global Law Enforcement Liaison & Organized Crime Syndicates Investigations (OCSI). 

The Global Law Enforcement Liaison team is comprised of Law Enforcement Operations (LE Ops) and Global Law Enforcement Engagement (GLEE). LE Ops is responsible for liaising with law enforcement agencies on public safety and/or criminal matters with an alleged nexus to Airbnb. This includes processing law enforcement data disclosure requests, contributing to law enforcement investigations involving Airbnb stakeholders, and advancing trusted relationships with international law enforcement agencies in the interest of public and life safety. Working alongside LE Ops, the GLEE practice conducts strategic bilateral and multilateral engagement with international law enforcement entities and relevant domestic security services in a proactive manner to develop and nurture new relationships and strengthen established trusted relationships with partners to mitigate online and offline criminal and life safety threats to the Airbnb community. 

The Global Law Enforcement Engagement Regional Lead for Europe, the Middle East, and Africa (EMEA) is responsible for driving strategic bilateral and multilateral communication, cooperation, and collaboration efforts with law enforcement entities and domestic security services located and/or operating in EMEA to protect Airbnb equities and stakeholders from criminal threats and acts of violence in close coordination with other Airbnb GSRM teams. The Global Law Enforcement Engagement Regional Lead for EMEA  will report directly to the Manager, Global Law Enforcement Engagement. 

Airbnb seeks a dynamic professional with a strong background as a law enforcement and/or domestic security service official to develop strategic initiatives to align Fraud & Safety Operations’ priorities and effective global law enforcement engagements in a dynamic and fluid environment where life safety is the top priority. The successful candidate brings law enforcement expertise with experience working in EMEA, strong interpersonal and communications skills, initiative, a collaborative mindset, and a passion for safeguarding the Airbnb enterprise and community from criminal and life safety threats.

Responsibilities

• Lead, develop, and manage Airbnb efforts to cultivate trusted and reliable relationships with law enforcement partners in the EMEA region to safeguard the Airbnb community. 
• Lead and promote effective information exchange and collaboration with regional law enforcement on criminal threat and life safety matters that endanger the Airbnb community. 
• Lead, develop, and maintain effective working relationships with law enforcement and government authorities in EMEA by building partnerships and coalitions through liaison with international law enforcement organizations (e.g., UNODC, INTERPOL, Europol, AFRIPOL, AIMC, IACP, etc.)
• Lead regional and contribute to global efforts to develop programs, events, and presentations to educate key external bilateral and multilateral partner agencies and entities to promote Airbnb’s trust and safety capabilities and priorities.
• Provide expertise and conduct cross-functional collaboration with internal teams and fellow Airbnb stakeholders on law enforcement engagement matters in EMEA.
• Lead and/or contribute to law enforcement communication and correspondence during crisis response and/or high-risk law enforcement operations in EMEA.
• Identify market segments and external partnership opportunities to improve Airbnb law enforcement liaison, communication, and liaison in EMEA.
• Investigate and overcome barriers to successful, collaborative law enforcement operations and data exchange in EMEA.
• Collaborate with Airbnb legal, community support, and public policy teams to achieve effective engagement with law enforcement authorities, regulators, and legislators on online safety, security, and law enforcement issues in EMEA.
• Develop, analyze, and communicate data, metrics, and performance measures to inform and evaluate the effectiveness of law enforcement engagement in EMEA.
• Manage logistics of projects from start to finish, including identifying and scoping opportunities, aligning with different teams and functions, advancing contractual agreements, coordinating rollouts, and managing budgets.
  
  

Requirements

• 10+ years of experience as a law enforcement or domestic security service officer with demonstrated expertise in investigating and preventing serious and organized crime, acts of violence, and threats to public safety.
• Law enforcement expertise and experience in conducting complex investigations involving criminal acts and/or national security matters including but not limited to violent crime, organized crime (e.g., human trafficking, drug trafficking, financial fraud, etc.), child sexual exploitation, terrorism/violent extremism, and cybercrime.
• Professional work experience with law enforcement agencies and organizations located and/or operating in the European Union.
• Experience working collaboratively with law enforcement managing/addressing law enforcement requests for information, production/judicial orders, emergency disclosure requests, Mutual Legal Assistant Treaty (MLAT) requests, and emergencies-in-progress from a range of varied and legal systems common to EMEA. 
• Professional working knowledge of legal frameworks associated with individual data privacy rights, particularly the European Union’s General Data Protection Regulation (GDPR).
• Law enforcement training, expertise, and experience in crisis planning and management and critical incident response.
• Ability to work effectively in a global environment, including an understanding of cultural differences.
• Demonstrated maintenance of a highly developed network of resources, cultivated through years of building relationships with global law enforcement and security services, ensuring liaison effectiveness in varied regions with complex geopolitical, cultural, and business environments.
• Excellent oral and written communication and presentation skills, including an ability to deliver clear and concise executive presentations.
• Excellent organizational and analytical skills, and a demonstrated record of cross-functional collaboration.
• Professional presence and ability to interact effectively with executive management.
• Capable of inspiring trust and confidence through effective communication and interpersonal skills with employees at all levels within Airbnb.
• Sound work ethic, judgment, and ability to work independently with minimal supervisory oversight.
• Willingness to travel frequently throughout EMEA, and periodically to other regions.
• Willingness and flexibility to support GSRM functions in EMEA on a 24/7 basis.
• Native Proficiency (fluency) in English and French languages is required.

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.

The Community You Will Join:

The mission of the Airbnb Global Safety and Risk Management (GSRM) team, as a component of Fraud and Safety Operations (FSO), is to foster a safe, secure, and healthy workplace for our employee community and peace of mind for Airbnb’s global community. Airbnb GSRM  programs include Global Threat Assessment; Open Source Investigations; Insider Threat Prevention; Organized Criminal Syndicate Investigations; Global Law Enforcement Engagement; and Law Enforcement Operations. 

The Difference You Will Make:

The Law Enforcement Operations (LE Ops) Manager will serve law enforcement and Airbnb in responding to data requests across APAC. This individual should be committed to collaboration between Airbnb and law enforcement (LE) in protecting our hosts, guests, and the global community while ensuring the privacy and protection of data. The LE Ops team requires vigilance, dedication, and problem solving skills as it identifies threats and takes appropriate action. The APAC LE Ops team is a critical component to global operations coordinating communication and responses with LE on a 24/7/365 basis. 

A Typical Day:

We are looking for a passionate and relational leader to shape strategy, pursue excellence and efficiency, and develop the members of the APAC team, while also contributing to GSRM’s broader safety efforts and ensuring compliant and timely responses to LE requests. The successful candidate is a strategic problem solver and communication specialist with a creative mentality who can lead people, manage workflows, and work collaboratively across senior functional leadership with cross-functional teams. 

The Law Enforcement Operations Manager will report directly to the Senior Manager, Global Law Enforcement Operations. 

Your Expertise:

• Manage performance and growth of a small team of Law Enforcement Operations Associates and how we respond to law enforcement authorities across the APAC region
• Work closely with our Legal team on Airbnb’s response to law enforcement requests for user data
• Work with other Airbnb teams to develop and coordinate active matters with law enforcement 
• Assist in the development, refinement, and execution of policies, processes, and workflows relating to the production of data in response to legal requests from law enforcement 
• Develop and assess accuracy, efficiency, and other mission success data in support of continuous improvement
• Lead the team to track, analyze, and accurately respond to a variety of legal requests for user data working directly with law enforcement and security services, including search warrants, court orders, international requests and subpoenas
• Support operational escalations related to critical matters from global team members,  cross-functional partners, and collaborate on operational decisions 
• Ensure that all requests are scrutinized and handled in strict accordance with applicable laws, our terms of service, and our law enforcement guidelines
• Develop and deliver familiarity education to law enforcement partners
• Support the expansion of healthy law enforcement engagement and communication
• Lead LE Ops APAC in planning, staffing, budgeting, and managing expenses 

Requirements:

• 7+ years of relevant work experience, including 2 years of hands-on leadership experience, or relevant senior level LE response function at a similar company or LE agency.
• Knowledge and experience related to data protection legislation and online investigations
• Significant experience working collaboratively with LE agencies, security services, and data protection authorities
• Proven capacity to manage and resolve complex problems and sensitive issues using sound judgment and communication in handling emergent matters 
• Experience prioritizing multiple functions and tasks while managing core work responsibilities without compromising quality
• Effective at identifying talent and building effective teams through trusted relationships
• Executive presence with outstanding communication skills including written, verbal and presentation skills with the ability to create executive communications and presentations
• Sound judgment & ability to work independently with minimal supervisory oversight
• Flexibility and willingness to travel and work off hours, including weekends and occasionally holidays, in order to support emergency matters and interact with law enforcement and employees located across the globe
• Demonstrated commitment to Airbnb’s core values.

Preferred Experience: Proficiency in a second APAC language is desirable.

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.