Andrew M. Email & Phone Number

Portland, Or, Us

San Francisco, Ca, Us

I led prioritization and implementation for a multi-year technology migration of legacy support tooling and machine learning based workflows onto Salesforce cloud to reduce Ops & Eng cost and enable automation. Support team includes >1k global Trust agents reviewing >1m cases annually. • Created 4-person technical Ops team to improve Engineering productivity and migrate ML model based workflows. Improved productivity for Eng by ~2HC per year; Ops Average Handling Time (AHT) by 11%. Design input & launched LLMs for fake listing detection and party risks. Significantly reduced overall cost.• Wrote requirements and launched device fingerprinting behavioral analysis tools for >25k person support orgs, resulting in identification of more bad actors and limiting harm and risk to customers.• Rolled out a comprehensive identity management for all Trust Operations globally. This accelerated onboarding, eliminated multiple multi-million dollar fraudulent payout risks, and boosted employee productivity by ~3 weeks per year.

San Francisco, Ca, Us

I established a team and led property safety for Homes business which accounted for >95% of revenue.• Created 8 person policy enforcement team, managers, and 3 BPO sites for pre-IPO readiness. • Championed C-Suite escalations; removed >200k from 6m listings, improving global quality.• Removed ~7k listings to eliminate host sponsored summer parties across US during COVID in 2020.• Developed metrics for team managing >50k reviews/mo with high SLA and performance.• Identified and mitigated criminal networks using SQL, reducing global user harm incidents.• Launched 8 time-sensitive policies: COVID-related cancellations, Host Listing Quality, Party/Restricted/Prohibited Listings, Bait & Switch, Regulatory compliance, and illegal subletting.

San Francisco, Ca, Us

I established a 16 person high-visibility team providing updates to C-Suite, focused on fraud and content investigations, maintaining 97% SLA within 4 hours of first response.• Received 90% engagement scores. Created training, job descriptions for all roles on global team.• Developed specialists in Data Analytics, Project Management, Tools Support, Policy, and Ops leadership.

San Francisco, Ca, Us

• Recruited and received 92% overall engagement ratings, highest on Trust Ops. • Launched products for fake listings, phishing, account takeovers, hateful and inappropriate content, and child safety (CSAM).

San Francisco, Ca, Us

I led Operations regarding Account Security (Account takeovers, fake accounts, applied friction to accounts) for Airbnb globally. • Hired and mentored a team of 10 Fraud & Risk Analysts in North America, Ireland and Singapore.• Onboarded 3 global BPO sites. Managed growing case volume; 95% SLA for 130k reviews per month.• Coordinated launch of user, asset and action based frictions (like SMS and payment auth prompts) with Product and Security, supported Executive comms to effectively respond and mitigate future ATO risks.

San Francisco, Ca, Us

I developed crisis response frameworks for emerging fraud trends. Spearhead global efforts to reduce chargeback fraud, account takeovers and fake listings through SQL-based mass actioning of high risk users based on various conditions. Co-managed 19 agents for AMER. • Project managed and actively mitigated a >$3M highly organized fraud attack, highlighting key risk factors implemented by Engineering to improve ATO defense.• Identified & mitigated $11m exploit. Identified to Eng a PII exploit of >50k users.• Led inception of Ops change management program for Trust and Safety org as a founding member.• Mentored the development (technical, functional, leadership) of 19 specialists in North America.• Represented Airbnb for Trust at a 10k person host event in Paris for global Superhosts in 2015.

San Francisco, Ca, Us

• Worked cross-functionally to develop and enhance internal policies and tools.

New York, Us

San Francisco, California (Ca), Us

Eugene, Oregon, Us

Chiang Mai, Chiang Mai, Th

• Investigation into domestic abuse in Thailand which resulted in a feature article detailing a victim's accounting and dovetailed an announcement of a new Domestic Abuse law. • Interviewed local law enforcement experts, victims, human rights workers, and sociologists.

Bachelor Of Arts - Ba Minor In Spanish, History

Non-Degree, Erasmus Program, Spanish Language And Literature