• Analyze workflows and identify inefficiencies to drive targeted operational improvements• Develop and execute strategies to streamline processes, mitigate risks, and enhance efficiency • Lead change management initiatives, ensuring seamless adoption of process enhancements through effective communication, training and feedback loops• Collaborate with cross-functional teams (Product, Engineering, Trust, Safety, and Claims) to align objectives and implement scalable process improvements• Establish and monitor key performance indicators (KPIs) to measure the impact of changes and drive data-informed decisions

• Led the expansion of the Trust Continuous Improvement Program, enhancing monitoring and analysis of critical safety risks and fraud incidents across Airbnb• Developed an Incident Investigation Tracker, supporting trust product and planning teams track the progress of root cause analyses, leading to new feature recommendations • Fostered cross-team collaboration, driving continuous improvement efforts and ensuring alignment across Trust

• Managed high-risk fraud escalations, including account takeovers, identity theft, and money laundering, while ensuring compliance with regulatory requirements• Served as interim team lead for 15 risk operations agents, overseeing daily operations, managing team performance, and implementing process improvements• Fostered team collaboration, provided coaching and training, and led efforts to streamline fraud detection processes, improving incident resolution times• Utilized risk management tools such as LexisNexis, Tableau, SQL, and Microsoft Excel to analyze data, support fraud prevention efforts, and create performance metrics reports (KPIs, SLAs)

• Conducted detailed investigations of high-risk cases to develop and apply appropriate mitigating measures, ensuring robust fraud prevention and risk management strategies• Implemented preventive measures based on a in-depth analysis of user identity, behavior, credit history, and business models• Maintained service level adherence across 35 diverse queues, ensuring efficient risk management

• Provided a secure and safe environment for employees and visitors• Monitored surveillance cameras, responded swiftly to emergencies, and managed access control• Documented daily activities and irregularities in reports, encompassing equipment or property damage, theft, unauthorized presence, or any unusual occurrences

• Executed patrols and surveillance across varied locations, including schools, buildings, and events• Informed individuals of rule infractions, enforcing appropriate actions such as apprehension or eviction from the premises