Senior Manager, Trust & Safety Operations

Expedia Group is the global leader in travel. From the practical matters of booking flights, cars, hotels, packages, local activities, or vacation rentals to realizing dreams and bucket lists, we cover the entire breadth of this deep and varied relationship with our travelers and partners.

As the Senior Manager, Trust & Safety Operations, you will be reporting to the Director of Trust & Safety Operations and play an essential role in keeping our community and our platform safe. You’ll understand and enforce our community standards and policies regarding traveler and partner activity on our platform. You’ll lead geographically and functionally diverse teams through challenging circumstances and engage deeply with cross functional teams, including Policy, Product, Engineering and Data Scientists to execute solutions. You’ll partner closely with teams to integrate AI/ML initiatives and advancements that will lead the way in traveler safety. Ensuring the health and safety of our travelers and partners is important to you.

What you’ll do:

• Manage the larger Trust & Safety Operations team by leading functional experts located in Austin

• Build, develop and retain a high performing team through mentorship, feedback, and career development, and by being aware of and championing the health and welfare of analysts handling challenging subject matter and difficult behavior by users

• Own the tactical day-to-day operations of the Austin Trust & Safety team, including defining goals and performance metrics for team and function success

• Drive operational execution of product launches as they pertain to Trust & Safety

• Evaluate process and craft recommendations to improve efficiencies or improved traveler and host experiences

• Wear a strategic hat to solve potential problems through AI/ML models and stay one step ahead of roadblocks

• Partner with EMEA and APAC Trust & Safety Operations Manager counterparts

• Act as a global escalation point responding to urgent safety-related cases and providing suitable follow-up root cause and corrective action plans

• Responsible for driving key performance metrics related to Trust & Safety strategic priorities

• Stay informed about emerging technologies and methodologies in traveler safety, adapting strategies accordingly

• Foster healthy collaborations and cross-functional partnerships with other teams whose objectives and work intersect with Trust & Safety, including Product, Legal, Customer Support, and Engineering

Who you are:

• Bachelor’s or master’s degree in a related field; or equivalent related professional experience

• 6 + years of overall experience in Trust & Safety with technology

• Extensive experience with data analysis and insights, and statistical tools (e.g., Python), and in AI and machine learning

• Metrics driven, using data to inform product and process improvement strategies

• Working knowledge with SQL queries and database technologies

• Experience with escalation, crisis management and ownership

• High emotional intelligence (EQ); experience handling sensitive and confidential information

• Ability to identify team needs and have the initiative to get stuff done

• Experience with synthesizing information, identifying trends, and developing action plans to address issues

• Experience in collaborating with multi-functional business, product, and engineering teams

• Ability to build a high-performance team rooted in data, operational excellence and passionate about traveler experiences

• Experience in relationship building, able to navigate complex organization situations and multiple points of view to ensure alignment on the most pragmatic solutions

• Though rare, available for any issues that may arise at night, on weekends or holidays

• A strong decision maker with keen analytical skills and the ability to prioritize multiple parallel efforts

• A proven strategic & tactical thought leader with excellent communication skills

• Experience interfacing with Business, Legal, Engineering and Product teams

• Track record of proven results in fast paced and demanding work environments

The total cash range for this position in Austin is $155,000.00 to $217,000.00. Employees in this role have the potential to increase their pay up to $248,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.

Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program. To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership.View our full list of benefits.

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.