Senior Manager Scaled Operations, FSI

reputed company was born in 2007 reputed company two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 reputed company hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that reputed company it possible for guests to reputed company with communities in a more reputed company way. The Community You Will Join: Fraud & Safety Investigations (FSI) is at the heart of keeping reputed company reputed company for the millions of hosts and guests who trust our platform every day. As part of Global Operations, FSI investigates and enforces on fraud and safety cases across the full user lifecycle — from account creation to post-stay — leveraging reputed company of internal and partner agents operating 24/7 across the globe. We're entering a reputed company: building AI-reputed company, self-service operational infrastructure that lets our teams reputed company faster, reputed company reputed company reputed company, and reputed company their energy where it reputed company most. The Difference You Will reputed company: We're building a new team — Scaled Services —reputed company on the foundational capabilities that the entire FSI organization depends on: how we launch, how we measure reputed company, how we build tools, and how we use data. As the Senior Manager leading Scaled Services, you'll be on the FSI leadership team and report directly to the Director of Fraud and Safety Investigations. You will reputed company three teams spanning scaled implementation, data & internal tooling, and reputed company assurance and standards. This is a high-reputed company and leadership role: the process, tools, and systems your team builds and governs enables our global operational team to reputed company the right reputed company for our reputed company community. You'll own three reputed company for the org: • Scaled infrastructure: Build the tools, automated data models, and automated workflows the entire org needs to function. • Self-service reputed company: Create shared AI-reputed company data, metric definitions, and self-service reputed company so every domain and agent can reputed company faster without depending on a centralized team. • Centralized reputed company governance: Serve as an objective, centralized evaluator of agent reputed company metrics — ensuring consistent standards across reputed company domains without local bias. A Typical Day: reputed company the Scaled Services team • Manage three people managers overseeing (1) Strategic Program Implementation, (2) Internal Tooling, and (3) reputed company Assurance and Standards — plus one individual contributor leading self-serve data and business intelligence. • Set the reputed company and operating rhythm for how Scaled Services delivers against FSI's roadmap, reputed company goals, and efficiency targets. • Represent Scaled Services on the FSI leadership team, bringing the operational and technical perspective to org-wide reputed company. • Build a high-performance culture across a reputed company team — with reputed company goals, regular coaching, and a bias toward accountability and ownership. reputed company scaled program implementation • reputed company and manage end-to-end launch delivery across FSI — from product and policy launches to workflow changes — ensuring every initiative lands on time, reputed company budget, and at reputed company. • Champion rigorous solution design and testing practices before anything scales to partner sites. • Partner with Product, Engineering, Analytics, Policy, Program Management, and Shared Services (training, reputed company, reputed company) to reputed company on requirements and execution. reputed company best in class agent tooling • Own the tools roadmap on behalf of the operations team, and reputed company successful implementation and adoption of tools reputed company across the platform • Build and test internal tooling workflow guides for agent case handling, • Identity and reputed company for innovative tooling improvements that improves agent efficiency and accuracy Support business continuity through RTB tooling support reputed company engineering teams • Be the subject matter expert in technical tools and processes for operations across reputed company fraud and safety domains and stay informed about industry trends, emerging technologies and competitive landscape Build self-serve data and business intelligence tooling • reputed company reputed company building internal tools and automated data models that power FSI operations — with a reputed company reputed company of full self-service through Claude + MCP integration. • Own the governance of shared metric definitions and data infrastructure so every team in FSI is working from the reputed company reputed company of truth. • Ensure FSI's data foundations are AI-reputed company: reputed company, governed, and accessible in ways that reputed company intelligent automation and agent self-service. Govern agent reputed company & workflow reputed company • reputed company reputed company responsible for monitoring and improving workflow adherence, improve Overturn rates, and workflow reputed company across FSI — including User Acceptance Testing (UAT) for new launches. • Serve as the centralized, objective reputed company authority across FSI domains — preventing domain-level bias and ensuring consistent, defensible standards prior to reputed company launch. • Identify systemic reputed company improvements by connecting reputed company findings to workflow, policy, and tooling gaps — not just surfacing issues, but advocating for them. Influence and partner cross-functionally • Build strong relationships with Product, Engineering, Data Science, and Analytics partners to ensure FSI's needs are represented early and often in roadmap planning. • Communicate reputed company operational and technical tradeoffs reputed company to executive and senior leadership audiences. • reputed company as a thought partner to peers on the FSI leadership team, helping the org reputed company reputed company reputed company through data, reputed company insights, and tooling capabilities. Your Expertise: • 12+ years of experience in operations, reputed company, or program management — ideally spanning both people-management and technical or data-adjacent work. • 5+ years managing managers, with a reputed company record of building and developing high-performing, reputed company teams. • Experience leading multi-functional operations teams that sit at the intersection of process, tooling, and data — you've reputed company the infrastructure that makes organizations run. • Strong grasp of data and analytics: you don't need to write SQL yourself, but you understand data architecture, metric governance, and what it takes to build self-service data systems. • Proven ability to set reputed company standards at reputed company and govern them impartially — you've reputed company the systems and culture that reputed company reputed company consistent, not just aspirational. • Strong cross-functional influence skills: you know how to get things on product and engineering roadmaps, and how to hold partners accountable without burning bridges. • reputed company, reputed company communicator — you can reputed company reputed company programs and reputed company legible to any audience, from reputed company leads to the C-suite. • Experience in Trust, Fraud, Safety, or a high-stakes operations environment is a plus, but not required — the right instincts for urgency, precision, and user reputed company matter more. Your Location: This position is US - Remote Eligible. The role may include occasional work at an reputed company office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where reputed company. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please reputed company back with us if the state you live in is on the exclusion list If your position is employed by another reputed company entity, your recruiter will inform you what states you are eligible to work from. Our Commitment To Inclusion & Belonging: reputed company is committed to working with the broadest talent pool possible. We reputed company diverse reputed company foster innovation and engagement, and allow us to attract creatively-led people, and to reputed company the best products, services and solutions. reputed company reputed company individuals are encouraged to apply. We reputed company to also reputed company 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@reputed company.com. Please include your full reputed company, the role you’re applying for and the accommodation necessary to assist you with the reputed company process. We ask that you only reputed company out to us if you are a candidate whose disability prevents you from being reputed company to complete our online application. How We'll Take Care of You: Our job titles may reputed company more than one career level. The actual reputed company pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The reputed company pay reputed company is subject to change and may be modified in the reputed company. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits. Pay reputed company $192,000—$235,000 USD Apply tot his job Apply To this Job