Senior Risk Tools & Automation Lead

The role

You will own the end-to-end agent experience for risk and fraud operations. You will design the next generation of the risk workbench and drive automation through process efficiencies and AI.

What you will do

• Own the end-to-end agent experience across risk and fraud investigation workflows.
• Observe workflows to map pain points and quantify friction.
• Establish feedback loops to capture and prioritize agent needs.
• Partner with Training, Quality, and Workforce Management for tooling adoption.
• Translate operational needs into business requirements, user stories, and acceptance criteria.
• Manage the operational risk tooling roadmap and backlog.
• Lead intake, triage, and prioritization of tooling requests.
• Drive user acceptance testing, launch readiness, and post-launch measurement.
• Define the long-term vision for a unified risk workbench.
• Identify and prioritize automation opportunities using AI and process efficiencies.

Required qualifications

• 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 business requirements, user stories, and acceptance criteria.
• Familiarity with user experience testing and design.
• Demonstrated success in cross-functional collaboration with technical and non-technical partners.
• Experience identifying and delivering automation or process efficiency improvements at scale.
• Strong analytical skills.

Nice to have

• Master's degree
• SQL or similar skills
• 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.
• Working knowledge of fraud and risk domains such as payment fraud, chargebacks, account takeover, identity verification, or AML.
• Familiarity with workflow and automation platforms and 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.

Benefits

• Bonus or incentives
• One or more equity programs
• Benefits
• Employee Travel Credits

About the company

Airbnb was born in 2007 and has grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe.