Supervisor - Investigations and Resolutions and Law Enforcement Operations

About this job

Airbnb is looking for a Supervisor for Investigations and Resolutions and Law Enforcement Operations in Gurugram, India. Airbnb was founded in 2007, growing into a global platform where millions of hosts and guests connect through unique stays and experiences. The Investigations and Resolutions and Law Enforcement Operations team forms a crucial part of Global Operations, maintaining safety across the platform by reviewing and resolving fraud and safety cases around the clock. As a supervisor in Frontline Operations, you will lead a dedicated team of specialists, collaborating closely with Policy, Product, and Legal teams. On a typical day, you will guide your team to meet strict quality, service, and resolution-time targets, adjust workflows based on shifting case volumes and staffing levels, conduct regular coaching and performance reviews, use operational data to solve complex problems, and report trends and risks to senior leadership.

Responsibilities

• Lead and mentor a team of Investigations and Resolutions and Law Enforcement Operations specialists to achieve quality and timeliness goals.
• Manage daily workflows, queue rebalancing, and coverage adjustments in response to changing case volumes or resourcing.
• Conduct regular one-on-one sessions and case reviews to coach specialists and manage team performance.
• Utilize operational data to resolve technical and operational issues and recommend tooling or process improvements.
• Implement process and workflow updates from the broader fraud and safety strategy with your team.
• Monitor operational metrics and report trends, risks, and resource gaps to leadership.

Requirements

• Over 10 years of experience in Fraud and Safety, Risk, Trust, or related operations.
• At least 4 years of experience leading or supervising a team in a high-volume, time-sensitive case-review environment.
• Proven ability to maintain consistent team quality, accuracy, and productivity targets using operational data.
• Working knowledge of fraud and safety typologies and how workflow and policy interact.
• Demonstrated people leadership in managing a team of specialists with high-consequence decision responsibilities.
• Sound operational judgment and the ability to make decisions with available information.
• Clear communication skills for interacting with specialists, cross-functional partners, and leadership.

Good to have

• Experience in a marketplace, travel, or platform fraud and safety environment.
• Experience building standard operating procedures, playbooks, and enablement that scaled beyond a single team.

Who should apply

This role suits seasoned operations professionals with extensive background in fraud, safety, risk, or trust management, particularly those who have spent several years leading high-volume teams. Candidates must possess strong operational judgment, data-driven problem-solving abilities, and a proven talent for coaching specialists through complex case reviews. Because this position requires substantial senior-level leadership experience in the fraud and safety domain, it is not suitable for entry-level applicants or freshers.

Frequently asked questions