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Senior Risk Tools & Automation Lead
Contract type
Ongoing
Work mode
Remote · India
Experience
Lead / principal · 10+ years
Job description
The Senior Risk Tools & Automation Lead owns the end-to-end agent experience for risk and fraud operations at Airbnb, defining investigator needs, designing the next-generation risk workbench, and driving automation through process efficiencies and AI. The role bridges operational reality and technical execution to reduce manual effort and improve decision quality.
At a glance
- Employment
- Full-time
- Work mode
- Remote · India
- Pay
- INR 3,780,000 – 5,400,000 / year
What you'll do
- Own the end-to-end agent experience across risk and fraud investigation workflows, from case intake through decision, documentation, and quality review.
- Spend time with agents to observe workflows, map pain points, and quantify friction in handle time, clicks, context switching, and error rates.
- Establish feedback loops (surveys, office hours, champion networks, ticket intake) so agent needs are captured, prioritized, and closed out transparently.
- Partner with Training, Quality, and Workforce Management to ensure tooling changes land with clear enablement, documentation, and adoption tracking.
- Translate operational needs into clear, prioritized business requirements, user stories, and acceptance criteria that Platform and Engineering can build against.
- Own and manage the operational risk tooling roadmap and backlog, balancing quick wins, foundational investments, and policy or regulatory needs.
- Lead intake, triage, and prioritization of tooling requests using impact sizing (time saved, loss prevented, accuracy gained, risk reduced).
- Drive user acceptance testing (UAT), launch readiness, and post-launch measurement for every tooling release.
- Define the long-term vision for a unified risk workbench that brings signals, account history, payment data, linked entities, and decisioning into a single, intuitive workspace.
- Partner with Platform, Design, and UX Research to run discovery, build journey maps, create wireframes and prototypes, and conduct usability testing with agents.
- Champion design principles of simplicity, consistency, and accessibility so agents can make accurate decisions quickly and confidently.
- Identify, size, and prioritize automation opportunities across manual and repetitive work, including case routing, data gathering, enrichment, summarization, and low-risk decisioning.
- Partner with Platform, Engineering, and Data Science to design and deploy AI-assisted capabilities such as case summaries, recommended actions, agent copilots, and automated documentation.
- Define human-in-the-loop guardrails, quality controls, and monitoring so automation improves efficiency without compromising accuracy, fairness, or compliance.
- Build business cases that tie automation to measurable outcomes and report progress to senior leadership.
- Serve as the primary operations policy partner to Platform, Engineering, Data Science, Design, Policy, Legal, Compliance, and Finance on all risk tooling initiatives.
- Influence without authority, align technical and non-technical stakeholders on priorities, tradeoffs, and timelines.
- Communicate roadmaps, launches, and impact clearly to audiences ranging from frontline agents to executive leadership.
What we're looking for
- 10+ years of experience in operations, program management, or product management.
- 5+ years of experience in fraud, payment risk, trust and safety, or a related investigations industry.
- Bachelor's degree required.
- Proven track record of writing successful business requirements, user stories, and acceptance criteria that led to shipped tools with measurable impact.
- Familiarity with user experience testing and design, including discovery interviews, journey mapping, usability testing, and working from wireframes or prototypes.
- Demonstrated success in cross-functional collaboration with both technical partners (Engineering, Data Science, Platform) and non-technical partners (Operations, Legal, Compliance, Finance).
- Experience identifying and delivering automation or process efficiency improvements at scale, with results tied to metrics such as handle time, throughput, accuracy, or loss.
- Strong analytical skills, with comfort using data to size opportunities, build business cases, and measure outcomes.
- Excellent written and verbal communication, with the ability to simplify complex technical and operational concepts for executive audiences.
Nice to have
- Master's degree preferred.
- SQL or similar skills a plus.
- Hands-on experience designing or launching agent workbenches, case management systems, or investigation consoles.
- Experience applying generative AI or large language models in operational settings, such as agent copilots, case summarization, or automated decision support.
- Working knowledge of fraud and risk domains such as payment fraud, chargebacks, account takeover, identity verification, or AML.
- Familiarity with workflow and automation platforms (for example, rules engines, RPA, or low-code tools) and with agile delivery practices.
- Experience leading change management and driving adoption across large, globally distributed operations teams.
- Experience working at an e-commerce, travel, fintech, or payments company.
Your team
Payments Risk Operations
A team of operators, analysts, and program leaders who partner closely with Platform, Engineering, Data Science, Design, and Legal to keep the community safe; investigators and agents review high-risk activity every day.
Benefits
- Bonus or incentives
- One or more equity programs
- Benefits
- Employee Travel Credits
Apply
Direct apply at Airbnb
Opens the job posting at Airbnb
About Airbnb
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to millions of hosts who have welcomed guests 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.
Key facts
- 2007
- San Francisco
- Born in 2007 when two hosts welcomed three guests to their San Francisco home
- Grown to millions of hosts who have welcomed guests in almost every country across the globe