Описание

Fraud and Safety Delivery (FSD) is at the heart of keeping Airbnb safe for the millions of hosts and guests who trust our platform every day. This role sits within Scaled Services, the team that owns the foundational capabilities the entire FSD organization depends on.

Responsibilities

Own the quality program end to end, including quality delivery through partner sites
Set the strategy and operating rhythm for how the quality program delivers against FSD's roadmap and goals
Represent quality in FSD leadership forums, and build credibility with the teams whose work you measure
Design a two-layer quality model that measures both workflow adherence and the accuracy of the enforcement decision
Establish how to determine the correct outcome for judgment-based decisions, through expert review panels, blind double-review, and a library of benchmark cases
Build a severity-weighted error taxonomy and a risk-weighted sampling methodology that holds up under scrutiny
Author the quality guidelines and publish the performance bars, thresholds, and escalation paths the organization holds itself to
Run a calibration program across internal teams and partner sites, and keep standards current as policy, product, and workflow evolve
Deliver quality reviews across FSD, internal and partner-delivered, on a consistent methodology and cadence
Own User Acceptance Testing (UAT) for new launches, ensuring no change scales to the global operation before it meets a quality bar
Diagnose the root causes behind reversed decisions and report the distribution of drivers, not only the overturn rate
Produce diagnostic quality reporting that leadership and cross-functional partners can act on
Extend quality measurement to decisions made by models and AI agents, and define the accuracy standard required before a decision can be automated
Partner with Product, Engineering, and Data Science to feed labeled quality data back into detection models and automated decisioning
Trace quality findings to their source in workflow, policy, tooling, or training, and drive the fixes with the teams that own them
Improve decision accuracy without adding handling time or review layers to the operation

Requirements

8+ years of experience in quality assurance, operations, risk, audit, or program management within a high-volume, high-stakes decisioning environment
Proven experience driving quality delivery through partner or vendor teams you don't directly manage
Proven experience building a quality program from scratch, not just running one: you've designed sampling methodology, scorecards, error taxonomies, calibration processes, and governance from a blank page
Demonstrated experience measuring quality in subjective, judgment-based work, with adjacent fields welcome: fraud and financial crime, content moderation, claims review, credit decisioning, regulatory compliance, or trust and safety
Strong grasp of measurement rigor: you understand sampling design, statistical significance, and inter-rater reliability, and can defend a quality number to a skeptical executive or a partner site that disagrees with it
Strong data literacy: you can pull and interrogate your own data, work fluently with analytics partners, and build reporting that diagnoses rather than describes
Exceptional writing skills: your guidelines need to be clear enough that reviewers across regions and partner sites reach the same conclusion
Strong cross-functional influence skills: you know how to tell teams their workflows, policies, or models are producing the wrong outcomes without losing them as partners

Nice to have

Experience evaluating model or AI-assisted decision quality is a strong plus
Experience in Trust, Fraud, or Safety is a plus, but not required, as the right instincts for precision, user impact, and intellectual honesty matter more

We offer

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
You must live in a state where Airbnb, Inc. has a registered entity
The base pay range is $156,000—$195,000 USD
This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits

Hiring process

Airbnb is committed to working with the broadest talent pool possible
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 an application, please contact •••