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Salary: INR 1,610,000 - 2,110,000 / annual
Airbnb's Investigations and Resolutions (I&R) and Law Enforcement (LE) Operations team is responsible for keeping the platform safe for millions of hosts and guests worldwide. As Supervisor of Investigations and Resolutions and Law Enforcement Operations within Frontline Operations, you will lead a team of specialists who review and resolve fraud and safety cases 24/7 across the globe.
You will manage day-to-day operations of your team, including case prioritization, escalation decisions, and coverage planning as volume, case mix, and resourcing fluctuate. You'll coach specialists through regular 1:1s and case reviews, holding the team accountable to quality, timeliness, and service-level targets while championing their growth and engagement. Your role includes developing team members, modeling organizational values, and creating a clear career path that encourages retention.
You will use operational data and judgment to identify and resolve technical, customer, and operational problems your team surfaces. You'll recommend process and tooling improvements based on patterns you observe, implement changes from the broader fraud and safety strategy, and escalate cases requiring executive decision-making or new precedent to senior stakeholders. You'll monitor team metrics, report trends and risks to leadership, and anticipate resourcing gaps before they become blockers.
Success is measured by a team that consistently meets quality, service-level, and resolution-time targets; fewer repeat escalations due to consistent application of policy; and specialists who stay and grow because their path forward is clear.
REQUIREMENTS:
- 10+ years in Fraud & Safety, Risk, Trust, or related operations, including 4+ years leading or supervising a team in a high-volume, time-sensitive case-review environment
- Proven ability to hold a team of specialists to consistent quality, accuracy, and productivity targets, using operational data to identify performance trends and act on them
- Working knowledge of fraud and safety typologies, and how workflow, precedent, and policy interact on escalated cases
- People leadership experience: led a team of specialists whose decisions carried real consequence, coaching diverse talent and setting team priorities and performance targets
- Sound operational judgment when answers are unclear—assess situations, decide with available information, and adapt plans rather than waiting for direction
- Clear, direct communicator able to make operational and case reasoning legible to specialists, cross-functional partners, and leadership
- Plus (not required): experience in marketplace, travel, or platform fraud and safety environments, or building SOPs, playbooks, and enablement that scaled beyond one team
