ProcessRiskandComplianceOperationsManager

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million 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 make it possible for guests to connect with communities in a more authentic way. The Community You Will Join: The Community Support org handles tens of millions of interactions yearly, engaging with Airbnb customers by phone, messaging, chat, or social media channels. The group handles hundreds of issues across categories including Cancellations, Account Issues, Refunds, Payments, Reservations, Extenuating Circumstances, Booking it is a role that requires you to ask the right questions of technical teams, interpret outputs with skepticism, and ensure that AI-driven processes are governed with the same rigor as human-driven ones. You will be joining a new team and have the opportunity to shape its development, taking on a growing leadership role over time. We are looking for someone with the drive to build something from nothing and push for growing excellence. A Typical Day: Risk Strategy, Frameworks and AI Risk Governance Design and own the CS Risk Appetite Framework — define guardrails, escalation triggers, and pre-approved response actions. This is not a documentation exercise; it requires continuous negotiation with senior leaders and cross-functional partners to calibrate organizational tolerance in a rapidly changing threat environment. Own and evolve the CS Risk Registry as a living strategic instrument. Your job is to challenge what gets prioritized, determine whether risk scores reflect reality, identify risks that automated systems miss entirely (e.g., emergent social engineering tactics, regulatory shifts, insider collusion patterns), and ensure accountability for remediation. Develop and stress-test risk assessment standards — including key risk indicators (KRIs), risk typologie