Airbnb3 days ago
Senior Manager, Scaled Operations, FSI
Salary not specified
MARKET
13,317 ₽median for this role
Tech Lead / Team Lead · 163 jobs with disclosed pay
5,250half of the offers: 9,792–17,8581.2 млн
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United States
Responsibilities
- 01Lead the Scaled Services team Manage three people managers overseeing (1) Strategic Program Implementation, (2) Internal Tooling, and (3) Quality Assurance and Standards — plus one individual contributor leading self-serve data and business intelligence
- 02Set the strategy and operating rhythm for how Scaled Services delivers against FSI's roadmap, quality goals, and efficiency targets
- 03Represent Scaled Services on the FSI leadership team, bringing the operational and technical perspective to org-wide decisions
- 04Build a high-performance culture across a distributed team — with clear goals, regular coaching, and a bias toward accountability and ownership
- 05Drive scaled program implementation Oversee and manage end-to-end launch delivery across FSI — from product and policy launches to workflow changes — ensuring every initiative lands on time, within budget, and at quality
- 06Champion rigorous solution design and testing practices before anything scales to partner sites
- 07Partner with Product, Engineering, Analytics, Policy, Program Management, and Shared Services (training, quality, knowledge management) to align on requirements and execution
- 08Enable best in class agent tooling Own the tools roadmap on behalf of the operations team, and drive successful implementation and adoption of tools strategy across the platform
- 09Build and test internal tooling workflow guides for agent case handling, Identity and advocate for innovative tooling improvements that improves agent efficiency and accuracy
- 10Support business continuity through RTB tooling support alongside engineering teams
- 11Be the subject matter expert in technical tools and processes for operations across all fraud and safety domains and stay informed about industry trends, emerging technologies and competitive landscape
- 12Build self-serve data and business intelligence tooling Lead the team building internal tools and automated data models that power FSI operations — with a north star of full self-service through Claude + MCP integration
- 13Own the governance of shared metric definitions and data infrastructure so every team in FSI is working from the same source of truth
- 14Ensure FSI's data foundations are AI-ready: structured, governed, and accessible in ways that enable intelligent automation and agent self-service
- 15Govern agent quality & workflow integrity Oversee the team responsible for monitoring and improving workflow adherence, improve Overturn rates, and workflow quality across FSI — including User Acceptance Testing (UAT) for new launches
- 16Serve as the centralized, objective quality authority across FSI domains — preventing domain-level bias and ensuring consistent, defensible standards prior to each launch
- 17Identify systemic quality improvements by connecting quality findings to workflow, policy, and tooling gaps — not just surfacing issues, but advocating for them
- 18Influence 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
- 19Communicate complex operational and technical tradeoffs clearly to executive and senior leadership audiences
- 20Act as a thought partner to peers on the FSI leadership team, helping the org make better decisions through data, quality insights, and tooling capabilities
Requirements
- 0112+ years of experience in operations, strategy, or program management — ideally spanning both people-management and technical or data-adjacent work
- 025+ years managing managers, with a track record of building and developing high-performing, distributed teams
- 03Experience leading multi-functional operations teams that sit at the intersection of process, tooling, and data — you've built the infrastructure that makes organizations run