Service Design & Innovation Manager

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Community You Will Join: 

The AirCover team is charged with ideating, building, launching, and managing the AirCover business inside of Airbnb. We have a huge responsibility to our community of Hosts and guests to be there when things don’t go exactly as planned with their reservations. We have a lot of work to do in the coming years and we are looking for someone who will help us manage all of the things that need to be done to deliver best-in-class services to our community.

The Difference You Will Make:

Upon coming onboard, you will play a critical role in designing our SIU/fraud process for our Claims team.  This position will look end to end at our customer journey and design best practices including product and workflow enhancements.   This role is cross-functional in nature and you will work closely with many different stakeholders to innovate and change the way we manage our fraud process.   

You are responsible for being the voice of the customer and will reflect that voice in decision making and the service design work you’ll do.  You will be responsible for partnering closely with our Operations team to understand the way things are done today, where there is room for improvement and then developing ways to incorporate the feedback into the ways of working.   You will also be partnering with other fraud teams across the organization to learn and help create a more integrated fraud program.  As the role evolves, you will expand beyond just fraud and help support all AirCover products in a similar capacity.  

You will be responsible for driving results for the teams you support and in the future may have a team that you’ll be responsible for leading and driving results.  

You will also be responsible for doing data analysis and reporting on the impacts of the work you do.  You will be responsible for presenting your work regularly in front of leadership so an ability to transform complex information into easily digestible storytelling is key. 

This role is being hired to support our SIU/fraud design but as the role evolves, this position will touch and support all of our AirCover products. 

A Typical Day: 

• Lead the Service Design and Innovation of SIU/Fraud and potentially all of our other AirCover products to identify and implement solutions to accelerate AirCover Operations, including leveraging technology such as RPA or ML/AI to ensure we can scale and meet the evolving needs of the business and customers.  
• You will lead process design so Operations can deliver any new product, feature launches, and expansion to geographies seamlessly.
• Create and enhance workflows for fraud management
• Conduct feedback and listening sessions to dig deep into current processes (fraud and others) and understand gaps and opportunities
• Advocate for policy changes such as updates to Enforcement Policy 
• Be the main point of contact for alignment between operations and product/engineering for all enhancements related to fraud
• Create meaningful relationships with Fraud teams in Trust, payments and other areas of the company to develop a 360 degree approach on how we look at fraud organizationally 
• Communicate and keep key stakeholders across AirCover, Community Support, Insurance Solutions and other teams informed of changes being made and the “why” behind the changes 
• Track and measure product implementation and report out on the results. 
• Provide support in doing after action reviews and monitoring the success or shortcomings of product launches and changes. 
• Conduct research on industry best practices and propose necessary updates as a result of your learnings
• Work in partnership with the Service Design and Innovation Manager and other key stakeholders to develop the SIU/fraud roadmap

Your Expertise:

• You have at least 3 years of experience designing fraud or Special Investigative Unit  processes or working in a SIU operational role at a Property and Casualty company
• You are dedicated to fostering a culture of fraud prevention throughout the organization and raising awareness among the Aircover organization
• You dig into the way things are currently done and look for improvements for the future
• You establish strong partnerships and  relationships with key stakeholders including product, engineering, training, knowledge management and more