Head of Shared Services - Trust and Safety

Customer Experience | San Francisco

No global movement springs from individuals. It takes an entire team united behind something big. Together, we work hard, we laugh a lot, we brainstorm nonstop, we use hundreds of Post-Its a week, and we give the best high-fives in town.

Airbnb is looking for a seasoned operations professional to run Global Operations Support / Shared Services for the Trust and Safety Team.  The job is based in San Francisco at Airbnb global headquarters.

High Level Job Duties

  • Manage all of the support functions that optimize the Trust and Safety global operations:  training, quality assessment, scheduling / workforce management, project management, tools and systems, and customer insights.
  • Manage five or more teams totaling 15 or more employees.
  • Play a critical role on the Trust and Safety global leadership team, helping to drive strategy and providing global perspective to regional and functional heads of operations teams.
  • Bring a highly data-driven approach to supporting the Trust and Safety teams and enabling them to provide the best possible experience to Airbnb customers.
  • Work closely with Finance and Analytics on headcount forecasting and devise optimal allocation of headcount across functions, time zones and languages.
  • Drive continuous improvement into the operation through project management, ongoing training and quality assessment. Able to turn insights into measurable action plans.
  • In partnership with regional and functional heads of operations teams, be equally accountable to service level, experience and efficiency targets.

Requirements/Desired Experience & Skills:

  • Minimum 5 years management experience in Trust and Safety operations.
  • Able to use analytics to show impact of Trust and Safety Operations.  
  • Experience managing customer operations systems highly desirable.
  • Experience leading customer operations teams is a plus.


  • Leadership
  • Strategic Thinking
  • Flexible/Adaptable
  • Seen as company leader - is able to work cross-functionally

Other experiences:

  • Management of large budgets a plus.
  • Diverse background that may include experience with consulting and product management welcome.


  • Stock
  • $2000 yearly employee travel coupon
  • Competitive salaries
  • Paid time off
  • Medical, dental, & vision insurance
  • Life & disability coverage
  • 401K
  • Flexible Spending Accounts
  • Apple equipment
  • Daily breakfast, lunch, and dinner
  • Weekly happy hour

Apply Now

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