Supervisor - Investigations and Resolutions and Law Enforcement Operations

Gurugram · 4+ years experience · Posted Oct 1, 2026

At a glance

You'll lead a team on I&R and LE Ops within Frontline Operations, working day to day with Policy, Product and the Legal teams that carry cases alongside your team.
Investigations and Resolutions (I&R) and Law Enforcement (LE) Ops is at the heart of keeping Airbnb safe for the millions of hosts and guests who trust our platform every day.

Lead and develop a team of I&R and LE Ops specialists, holding the team accountable for quality, timeliness, and service goals while championing their growth and overall team engagement.
Adapt the team's plan and make the day-to-day decisions on case handling, escalation and coverage as volume, case mix or resourcing shifts.
Coach and develop your specialists through regular 1:1s and case reviews, manage performance against targets, and model the values and belonging behaviours that make the team people stay.
Use judgment and the operational data to resolve the technical, customer and operational problems your team raises, and recommend the process and tooling improvements the pattern points to.
Take process, tooling and workflow changes as an input from the broader fraud and safety strategy and land them with your team, and hand off the cases that need executive escalation or new precedent to the appropriate senior stakeholder.
Watch your team's operational metrics, report the trends and risks in your remit to leadership, and anticipate resourcing needs so you can raise a gap to your manager before it becomes a blocker.

10+ years in Fraud & Safety, Risk, Trust or related operations, including 4+ years leading or supervising a team in a high-volume, time-sensitive case-review environment.
Proven ability to hold a team of specialists to consistent quality, accuracy and productivity targets, using operational data to see where performance is moving and act on it.
Working knowledge of fraud and safety typologies, and how workflow, precedent and policy interact on escalated cases.
People leadership at the scope named above — led a team of specialists whose decisions carried real consequence, coaching a diverse group of talent and setting team priorities and performance targets.
Sound operational judgment when the answer is not clear — you assess the situation, decide with the information you have, and adapt the plan rather than waiting for direction.
Clear, direct communicator — able to make operational and case reasoning legible to your specialists, to your cross-functional partners, and to the leadership tracking your team's results.