Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million Hosts who have welcomed over 1.5 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.
Bengaluru
INR 3.0 - 7.0 Lacs P.A.
Work from Office
Full Time
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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 Everyone at Airbnb thinks about trust, but our team obsesses over it daily The Trust Engineering organization is responsible for protecting our community and platform from fraud and abuse while also ensuring our hosts, guests, homes, and experiences meet our high standards This includes both foundational systems that power detection and enforcement at scale?such as rules engines, risk services, and friction frameworks?as well as applied solutions that address evolving threats like account compromise, payment fraud, fake content, and offline harm, Trust engineers work across a diverse landscape of systems and problem spaces, partnering closely with product, data science, and operations teams Whether building real-time infrastructure, onboarding and screening flows, or scalable tools for trust agents, the mission remains the same: to make Airbnb the most trusted community in the world, The Difference You Will Make As part of the Trust Engineering team, you will be in charge of designing large-scale systems to detect and mitigate fraud, abuse, and safety risks across our platform You will be deeply involved in building highly available and real-time risk detection services in close collaboration with product, data science, and operations teams to understand ever-evolving attack vectors Youll also work closely with other Trust engineers?whether focused on defense or platform?to build tools and frameworks that make our defenses more adaptive, efficient, and resilient, There are still many unsolved problems in both online and offline trust, and we're looking for talented engineers to solve these challenges with us and help shape the future of trust at Airbnb, A Typical Day Your Contributions May Take a Variety Of Forms, Including Designing, implementing, and operating resilient and scalable distributed systems, Collaborating with cross-functional partners?including software engineers, product managers, data scientists, and operations teams?to understand business impact, define requirements, and drive engineering decisions, Building and evolving platform capabilities to address the ever-changing landscape of fraud, abuse, and safety risks across Airbnb, Partnering with teams across Trust, Payments, and Community Support to identify and implement system improvements that increase the reliability, scalability, and efficiency of our defenses, Contributing critical input to the Trust Engineering roadmap and long-term technical direction, Developing, productionizing, and operating machine learning models and pipelines at scale, for both batch and real-time use cases, Mentoring other engineers and helping them grow their technical and collaboration skills, Advocating for and contributing to improvements in Airbnbs engineering processes and foundational systems, Your Expertise 9+ years of industry engineering experience, BS/MS/PhD in Computer Science, a related field, or equivalent work experience Strong programming (Scala / Python / Java/ C++ or equivalent) and data engineering skills Hands on experience leading project teams and setting technical direction, Exposure to architectural patterns of a large, high-scale software applications (e-g , well-designed APIs, high volume data pipelines, efficient algorithms, models) Experience with test driven development, familiar with A/B testing, incremental delivery and deployment, Experience with platform architecture patterns and best practices Experience with building and leading infrastructure is a plus, Experience with the Trust and Risk domain is a plus, Experience with hands on machine learning model development is a plus,
Gurugram
INR 4.0 - 8.0 Lacs P.A.
Work from Office
Full Time
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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, About Airbnb 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 As a member of the Airbnb Customer Support team, you'll play a vital role as a Resolution Specialist within the volume tiers Resolution Specialists serve as our initial point of contact, addressing community inquiries and concerns Our community relies on us for - Accessible support thats easy to find Faster resolution, preferably first time A team thats there for them in times of urgent need Support thats built around them The Difference You Will Make Provide courteous and efficient service to the worldwide Airbnb community Be a first point of contact to handle and resolve customer complaints Respond professionally to inbound and outbound phone calls, emails, messages, including any urgent situations Identify and escalate issues appropriately Compose thoughtful and accurate messages or customize prepared responses to customer emails Utilize available resources to research and troubleshoot problems effectively Investigate from the existing knowledge resources to provide resolution Mediate situations between users with empathy and fairness Monitor and control numerous concurrent tasks in tandem Be ambassadors embodying knowledge, empathy, and accountability Proactively strive to meet targets and goals independently A Typical Day Job Family : Operations (Resolutions) Inbound and outbound calling process, messages and email support Resolving customer queries in a timely manner 24x7 shifts with rotational week offs, primarily supporting North America time zones Navigate competing priorities in all kinds of environment Job location: Gurgaon Your Expertise Graduate with minimum 2 years of international voice process experience in a contact center/BPO Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies Ability to manage sensitive customer information Knowledge of functional key performance metrics related to customer experience Other Requirements Internet: Minimum 10 Mbps high-speed internet on the laptop for seamless work and virtual meetings, Workspace: Quiet, private area free from interruptions; no shared/public spaces allowed, Furniture & equipment: Ergonomic chair, desk, and proper lighting for comfortable, focused work Cameras must be on during meetings unless otherwise stated, Only using Airbnb issued hardware and software including noise canceling headsets, laptop etc Approved locations: Hiring/Training and Nesting in the Airbnb Office; satisfactory performance is required for work from home post the initial training and nesting period, Work from designated home office setups in Delhi/Gurgaon only Our Commitment To Inclusion & Belonging Airbnb is committed to working with the broadest talent pool possible We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions All qualified individuals are encouraged to apply,
Gurugram
INR 1.0 - 5.0 Lacs P.A.
Work from Office
Full Time
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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 Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere It takes a unified team committed to our core values to achieve this goal Airbnb's various functions embody the company's innovative spirit and our fast-moving team is committed to leading as a 21st century company, The Trust organization protects, guides, and mobilizes the creation of trust in our community and on our platform We hire quality talent who embody our company values and hold a steadfast commitment to creating a world where anyone in the Airbnb community can host, travel, and connect with peace of mind, The Service Delivery Ops team, as part of the Trust Operations PIO (Platform Integrity Operations) organization , will be responsible for reviewing users or reservations for risks to our users or the Airbnb platform Work on complex cases, build subject matter expertise around online / offline risks and support enablement initiatives across Trust Operations, About You You come from an Online/Offline Risk background Able to solve new or escalated problems which require considerable judgment, You set the highest standards of quality for your work, and hold yourself and others accountable, Able to act as a subject matter expert and provide inputs on how we can enhance internal policies, tools and workflows, The Difference You Will Make As an Operations Investigation Specialist, youll drive towards mastery in your role, challenge the status quo, be accountable and share your opinion You think about the community, participate in Airbnb wide initiatives on how we can improve our product, services and user experience You use logic, gather data and analyze data to propose effective solutions to a variety of problems You dig deeper and utilize all available resources to reach the best possible solution You exchange complex information and ideas effectively, able to use tact and diplomacy when dealing with your own and other teams, A Typical Day Enhance your Risk management, fraud prevention skills, Operational skills, Work with the Global teams including product, policy and legal, Exposure to work with a diverse culture, Suggest operational improvement ideas and see the ideas getting implemented, Improve your data skills, Improve your stakeholder management skills Be a Subject Matter Expert in operation / process / workflow improvements Your Expertise 2-4 years of experience within risk management, fraud prevention, or Trust and Safety Excellent interpersonal and communication skills, both written and verbal, Solution and outcome-oriented Excellent problem solving, critical thinking, analytical, ability to organize and work independently with rapidly changing priorities, Working with operational lead to support cross-functional groups to develop and enhance internal policies and tools such as increasing automation, updating policies, and fixing product loopholes Ability to detect vulnerabilities in existing and new products or features, making suggestions to improve it through data gathering and analysis, Ability to anticipate the ever-evolving fraudulent behaviors through data monitoring and analysis Follow up with Product and cross functional teams to take pre-emptive actions to prevent fraud, Desire to work in a fast-paced and rapidly changing environment Ability to multitask, learn and adapt to new technologies, Familiarity with the Google suite: mail, docs, sheets, and slides, Fluency in another language other than English will be a plus, Experience of working as a Subject Matter Expert with cross functional and cross regional working group, Hybrid Work Requirements & Expectations: To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following: Workspace: A dedicated, quiet, and private workspace free from interruptions and external noise Internet Connectivity: During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved, Confidentiality & Security: Employees are responsible for protecting Airbnbs Intellectual Property and Confidential Information Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality, Our Commitment To Inclusion & Belonging Airbnb is committed to working with the broadest talent pool possible We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions All qualified individuals are encouraged to apply,
Gurugram, Haryana, India
None Not disclosed
Remote
Full Time
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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. About Airbnb 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 As a member of the Airbnb Customer Support team, you'll play a vital role as a Resolution Specialist within the volume tiers. Resolution Specialists serve as our initial point of contact, addressing community inquiries and concerns. Our community relies on us for - Accessible support that’s easy to find Faster resolution, preferably first time A team that’s there for them in times of urgent need Support that’s built around them The Difference You Will Make Provide courteous and efficient service to the worldwide Airbnb community Be a first point of contact to handle and resolve customer complaints Respond professionally to inbound and outbound phone calls, emails, messages, including any urgent situations Identify and escalate issues appropriately Compose thoughtful and accurate messages or customize prepared responses to customer emails Utilize available resources to research and troubleshoot problems effectively Investigate from the existing knowledge resources to provide resolution Mediate situations between users with empathy and fairness Monitor and control numerous concurrent tasks in tandem Be ambassadors embodying knowledge, empathy, and accountability Proactively strive to meet targets and goals independently A Typical Day Job Family : Operations (Resolutions) Inbound and outbound calling process, messages and email support Resolving customer queries in a timely manner 24x7 shifts with rotational week offs, primarily supporting North America time zones Navigate competing priorities in all kinds of environment Job location: Gurgaon Your Expertise Graduate with minimum 2 years of international voice process experience in a contact center/BPO Proven language ability in English with excellent comprehension, grammar, vocabulary and spelling Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies Ability to manage sensitive customer information Knowledge of functional key performance metrics related to customer experience Other Requirements Internet: Minimum 10 Mbps high-speed internet on the laptop for seamless work and virtual meetings. Workspace: Quiet, private area free from interruptions; no shared/public spaces allowed. Excellent English reading, comprehension, and writing skills Excellent active listening skills with the ability to understand verbal nuances Must be able to pass multiple language assessments in English Furniture & equipment: Ergonomic chair, desk, and proper lighting for comfortable, focused work. Cameras must be on during meetings unless otherwise stated. Only using Airbnb issued hardware and software including noise canceling headsets, laptop etc. Approved locations: Hiring/Training and Nesting in the Airbnb Office; satisfactory performance is required for work from home post the initial training and nesting period. Work from designated home office setups in Delhi/Gurgaon only Our Commitment To Inclusion & Belonging Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. Show more Show less
Gurugram
INR 5.0 - 9.0 Lacs P.A.
Work from Office
Full Time
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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. As a member of the Airbnb Customer Support team, you'll play a vital role as a Resolution Specialist within the volume tiers. Resolution Specialists serve as our initial point of contact, addressing community inquiries and concerns. Our community relies on us for:. Accessible support that’s easy to find. Faster resolution, preferably first time. A team that’s there for them in times of urgent need. Support that’s built around them. The Difference You Will Make. Provide courteous and efficient service to the worldwide Airbnb community. Be a first point of contact to handle and resolve customer complaints. Respond professionally to inbound and outbound phone calls, emails, messages, including any urgent situations. Identify and escalate issues appropriately. Compose thoughtful and accurate messages or customize prepared responses to customer emails. Utilize available resources to research and troubleshoot problems effectively. Investigate from the existing knowledge resources to provide resolution. Mediate situations between users with empathy and fairness. Monitor and control numerous concurrent tasks in tandem. Be ambassadors embodying knowledge, empathy, and accountability. Proactively strive to meet targets and goals independently. A Typical Day. Job Family : Operations (Resolutions). Inbound and outbound calling process, messages and email support. Resolving customer queries in a timely manner. 24x7 shifts with rotational week offs, primarily supporting North America time zones. Navigate competing priorities in all kinds of environment. Job location: Gurgaon. Your Expertise. Graduate with minimum 2 years of international voice process experience in a contact center/BPO. Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies. Ability to manage sensitive customer information. Knowledge of functional key performance metrics related to customer experience. Other Requirements. Internet: Minimum 10 Mbps high-speed internet on the laptop for seamless work and virtual meetings.. Workspace: Quiet, private area free from interruptions; no shared/public spaces allowed.. Furniture & equipment:. Ergonomic chair, desk, and proper lighting for comfortable, focused work. Cameras must be on during meetings unless otherwise stated.. Only using Airbnb issued hardware and software including noise canceling headsets, laptop etc.. Approved locations:. Hiring/Training and Nesting in the Airbnb Office; satisfactory performance is required for work from home post the initial training and nesting period.. Work from designated home office setups in Delhi/Gurgaon only. Our Commitment To Inclusion & Belonging. Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.. Show more Show less
Gurugram
INR 6.0 - 10.0 Lacs P.A.
Work from Office
Full Time
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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. You will work cross-functionally Supporting Trust initiatives, with the Support of Product, Service Managers, Regional Operations Managers, Operations Change Management, and Shared Services to deliver successful improvement projects with measurable positive impact and also transition these solutions to operations for sustained results. The Difference You Will Make. Build problem solving skills and capability within the teams through workshops, learning forums, playbooks. Drive culture of continuous improvement within the teams. Socialize Continuous Improvement with the stakeholders, understand the Key business requirements and build the CI strategy around them.. Educate, build awareness and Program manage continuous improvement, FMEA framework. Identify risks & opportunities, create controls and build plans for implementation, Support business in setting up risk free operations / mitigate risks.. People Management: Coach & mentor team members for enhanced roles and responsibilities, career growth, and Overall Development. Streamline overall ways of working and identify opportunities for improvement. Identify high impact opportunities, problem solve through data and process re-design and lead them to delivery. A Typical Day. Strategy & Culture Building. Develop and drive a culture of continuous improvement aligned with business objectives.. Lead the CI strategy by identifying key business requirements and embedding structured problem-solving frameworks.. Socialize the value of CI with stakeholders and establish it as a key lever for business growth.. Capability Development. Build CI capabilities within teams via learning forums, workshops, and playbooks.. Mentor and coach teams on RCA, Lean Six Sigma and FMEA frameworks.. Project Leadership. Lead high-impact initiatives from concept to implementation using data, stakeholder insights, and cross-functional collaboration.. Use project management methodologies to ensure timely and effective delivery of outcomes.. Operations Excellence. Identify process gaps and lead re-design efforts to streamline ways of working. Leverage large datasets for root cause analysis and influence business decisions with storytelling and insight-driven presentations.. Translate business strategy into executable, scalable process improvements.. People Leadership. Inspire and lead a team of Quality evaluators, driving their growth and readiness for future leadership roles.. Foster a high-performance culture by aligning individual goals with organizational outcomes.. Your Expertise. A minimum of 6+ years of experience in Continuous Improvement, Process Design and process re-engineering.. Any Post Graduate/graduate from the top ranked institutions Preferred. Certified Lean Six Sigma Black Belt/PMP. Strong stakeholder management skills. Proven track-record of developing and delivering support with positive impact to business metrics. Experienced in project management and engaging with cross-functional teams to successfully achieve business goals. Comfortable with large data sets, able to derive insights and storytelling through presentations.. Excellent analytical capability & ability to translate strategy into onground implementation. Self starter comfortable working in ambiguous situations. Excellent Storytelling capabilities. Good understanding of the Industry relevant automation tools & Technologies. Preferred. Experience of working/ collaborating with product teams to bring improvements/ impact preferred. Design Thinking Practitioner, Agile/Project Management certification is a plus. Hybrid Work Requirements & Expectations: To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following:. Workspace: A dedicated, quiet, and private workspace free from interruptions and external noise. Internet Connectivity: During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings. Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved.. Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality.. Our Commitment To Inclusion & Belonging. Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.. Show more Show less
Gurugram, Haryana
INR 23.8 - 34.0 Lacs P.A.
On-site
Not specified
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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 Airbnb Capability Center was set up in 2017 in Gurgaon. We provide specialized operational services which allow Airbnb's business and responsibilities across the world. These include Finance Technology, Finance Shared Services, Analytics, Engineering, amongst other verticals. Our offices are home to multi-experienced teams with an understanding of our business and community. We're hospitable, fun and we welcome all with open arms. The difference you will make In the role of Associate Principal, Control Testing, the successful candidate will be responsible for continued development of our compliance program for Section 404 of the Sarbanes-Oxley Act of 2002. You will support design and testing of key business and entity level SOX controls in a rapidly changing and growing company and technology environment within the AirControl Financial Controls group. You will evaluate the design and effectiveness of SOX controls, provide guidance to process and control owners over controls, and lead coordination with other SOX stakeholders and external auditors. You will work directly with control owners in the business (e.g. accounting and finance teams) to evaluate the controls and support business partners in the implementation and maintenance of the controls and interact and support efforts of the Company’s independent auditor. As part of the annual control evaluations, you will perform walkthroughs over processes and controls to evaluate the design, test samples to evaluate the operating effectiveness, evaluate gaps, and drive the remediation of deficiencies. The role requires a well-rounded controls focused professional with accounting and operational expertise. Excellent communication, resource allocation and project management skills are critical, as well as the ability to influence across functions and various levels. The position reports to the Director, Financial Risk & Controls that rolls up to the Head of Global Risk and Internal Audit. A typical day Participate in annual scoping and risk assessment exercises and determine testing approach for manual controls within the business processes Execute design and operating effectiveness testing over manual and entity level controls Evaluate changes made to key business processes and provide best practice recommendations on controls Apply a new perspective on existing controls to recommend efficiencies in testing and evaluation approaches Support business partners in maintaining internal control documentation over key processes Participate in annual 404 compliance activities with the external auditors, including identification, evaluation, and remediation of deficiencies Support the quarterly 302 certification process Your Expertise CA in Accounting or Finance or Management Information Systems or related field Minimum of 7+ years of experience, preferably with some years of external audit or consulting experience with US publicly traded companies Understanding and experience with the requirements of Sarbanes-Oxley Act of 2002, Section 404, COSO framework, GAAP standards and PCAOB standards Experience with external auditor requirements and expectations Mission-driven, enthusiastic to learn and grow; team-oriented with a positive attitude and able to work in hyper-growth, fast paced environment Ability to work collaboratively with people at all levels of the organization, identify risks and anticipate questions, and provide actionable recommendations based on industry best practices and use influence to ensure execution Strong risk management experience, including: performing annual risk assessments, executing annual SOX control testing, and evaluating control deficiencies Role model for Airbnb core values Our Commitment To Inclusion & Belonging Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. How We'll Take Care of You: Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits. Pay Range ₹2,380,000—₹3,400,000 INR
Gurgaon
INR 23.8 - 34.0 Lacs P.A.
On-site
Part Time
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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 Airbnb Capability Center was set up in 2017 in Gurgaon. We provide specialized operational services which allow Airbnb's business and responsibilities across the world. These include Finance Technology, Finance Shared Services, Analytics, Engineering, amongst other verticals. Our offices are home to multi-experienced teams with an understanding of our business and community. We're hospitable, fun and we welcome all with open arms. The difference you will make In the role of Associate Principal, Control Testing, the successful candidate will be responsible for continued development of our compliance program for Section 404 of the Sarbanes-Oxley Act of 2002. You will support design and testing of key business and entity level SOX controls in a rapidly changing and growing company and technology environment within the AirControl Financial Controls group. You will evaluate the design and effectiveness of SOX controls, provide guidance to process and control owners over controls, and lead coordination with other SOX stakeholders and external auditors. You will work directly with control owners in the business (e.g. accounting and finance teams) to evaluate the controls and support business partners in the implementation and maintenance of the controls and interact and support efforts of the Company’s independent auditor. As part of the annual control evaluations, you will perform walkthroughs over processes and controls to evaluate the design, test samples to evaluate the operating effectiveness, evaluate gaps, and drive the remediation of deficiencies. The role requires a well-rounded controls focused professional with accounting and operational expertise. Excellent communication, resource allocation and project management skills are critical, as well as the ability to influence across functions and various levels. The position reports to the Director, Financial Risk & Controls that rolls up to the Head of Global Risk and Internal Audit. A typical day Participate in annual scoping and risk assessment exercises and determine testing approach for manual controls within the business processes Execute design and operating effectiveness testing over manual and entity level controls Evaluate changes made to key business processes and provide best practice recommendations on controls Apply a new perspective on existing controls to recommend efficiencies in testing and evaluation approaches Support business partners in maintaining internal control documentation over key processes Participate in annual 404 compliance activities with the external auditors, including identification, evaluation, and remediation of deficiencies Support the quarterly 302 certification process Your Expertise CA in Accounting or Finance or Management Information Systems or related field Minimum of 7+ years of experience, preferably with some years of external audit or consulting experience with US publicly traded companies Understanding and experience with the requirements of Sarbanes-Oxley Act of 2002, Section 404, COSO framework, GAAP standards and PCAOB standards Experience with external auditor requirements and expectations Mission-driven, enthusiastic to learn and grow; team-oriented with a positive attitude and able to work in hyper-growth, fast paced environment Ability to work collaboratively with people at all levels of the organization, identify risks and anticipate questions, and provide actionable recommendations based on industry best practices and use influence to ensure execution Strong risk management experience, including: performing annual risk assessments, executing annual SOX control testing, and evaluating control deficiencies Role model for Airbnb core values Our Commitment To Inclusion & Belonging Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. How We'll Take Care of You: Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits. Pay Range ₹2,380,000—₹3,400,000 INR
Gurgaon
INR 6.0 - 7.95 Lacs P.A.
On-site
Part Time
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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: Our extremely capable team of India-based colleagues strive to make the impossible happen for our inbound and outbound travelers within this big and diverse market. Airbnb Capability Center (ACC) is providing varied services under Community Support thereby providing world-class customer experience to our customers. Besides this, ACC is also building deep capabilities for different verticals like Homes, Finance Technology Group, Finance Shared Services, Payments, Analytics, etc. The difference you will make: You will be an integral part of the Payments Regional Growth and Development team at Airbnb, collaborating with business and payments professionals across Globe. This role supports our mission to ensure Airbnb Payments remains competitive and attuned to market dynamics globally, while helping to shape strategy and execution in various regions. You’ll work cross-functionally, joining a team passionate about innovation in the payments sector. A typical day: This individual will join the Payments Regional Growth and Development team, and in any of the following: Market Intelligence Performance Dashboards. Partner with our data analytics and cross-functional teams to implement (leverage internal market level dashboards to understand and monitor current status of key metrics. Research. Gather market intelligence through direct and independent research. Emerging Trends. Stay abreast of emerging trends through publicly available sources and by attending payment and travel industry forums Payments regional strategy & opportunities Market strategy. Define and implement market-level strategies in support of business and Payments priorities and in consultation with the local business teams and cross functional Payment teams. Opportunities. Identify and prioritize in-market payment opportunities to materialize the strategy by leveraging in-market intelligence. Execution. Support materialization of opportunities, directly in early stages and indirectly as opportunities progress through their lifecycle. Operations Cross functional SMEs. Identify business and payments SMEs across key functions, who will focus on market success from a payments lens. Organizational Alignment. Establish an operating rhythm that streamlines current engagement model, demystifies organizational complexities and better connects and aligns the payments and business teams for strategy, planning, key metrics, etc. Build Knowledge & Consult. Become the connecting tissue with markets and experts in payments capabilities and roadmap as well as the business’s strategies and priorities. Enable teams through payments and market expertise. Support global / regional initiatives landing in the market, specifically focusing on strategy for definition, evolution, etc. Incidents / Issues: Support remediation of incidents / issues affecting the region and drive remediation with urgency and ownership. Legal / Regulatory Updates: Stay up to date on legal risks that may affect the region from a payments perspective. Performance Monitoring: Monitor key payment metrics and proactively elevate variances. Your expertise: BS/BA degree in business or technical field Min 7 or more years of combined experience across consulting, strategy, and payments. Experience in the payments industry is required, ideally from a network or merchant perspective. Experience in consulting is required, specifically on proposing market level strategies that incorporate market research, business and payments data, and company goals. Must have understanding of payments landscape in at least one of the following regions APAC and/or EMEA; while also being able to build up knowledge in new markets/regions Proven excellence in critical thinking, communication, presentation, storytelling and interpersonal skills across different levels of the organization Prior experience in Travel industry is a plus Strong program management skills, able to handle multiple concurrent programs with limited control over resources Works independently in fast-paced and complex environments Proven ability to work cross-functionally, lead strategic and tactical execution within a large functional organization, and enable collaboration (including productive friction), transparency, and accountability across teams Strong understanding of software product development processes and methodologies Deep knowledge and experience using collaborative project management tools and processes (e.g. JIRA, Asana, AirTable Smartsheets, Google docs, scrum, agile) Passion to work on unstructured business problems to help drive & influence change Converts complex information, including internal/external business challenges, to compelling business recommendations and best practices to improve products, processes or services Uses sophisticated analytical thought to exercise judgment and identify innovative solutions Acts as an advisor to leadership Consistently demonstrates core values and belonging behaviors Ability to independently lead payments market research using proprietary, open-source, and third-party sources Hybrid Work Requirements & Expectations: To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following: Workspace : A dedicated, quiet, and private workspace free from interruptions and external noise Internet Connectivity : During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved. Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality. Our Commitment To Inclusion & Belonging: Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.
Gurugram, Haryana, India
None Not disclosed
On-site
Full Time
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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 Our extremely capable team of India-based colleagues strive to make the impossible happen for our inbound and outbound travelers within this big and diverse market. Airbnb Capability Center (ACC) is providing varied services under Community Support thereby providing world-class customer experience to our customers. Besides this, ACC is also building deep capabilities for different verticals like Homes, Finance Technology Group, Finance Shared Services, Payments, Analytics, etc. The Difference You Will Make You will be an integral part of the Payments Regional Growth and Development team at Airbnb, collaborating with business and payments professionals across Globe. This role supports our mission to ensure Airbnb Payments remains competitive and attuned to market dynamics globally, while helping to shape strategy and execution in various regions. You’ll work cross-functionally, joining a team passionate about innovation in the payments sector. A Typical Day This individual will join the Payments Regional Growth and Development team, and in any of the following: Market Intelligence Performance Dashboards. Partner with our data analytics and cross-functional teams to implement (leverage internal market level dashboards to understand and monitor current status of key metrics. Research. Gather market intelligence through direct and independent research. Emerging Trends. Stay abreast of emerging trends through publicly available sources and by attending payment and travel industry forums Payments regional strategy & opportunities Market strategy. Define and implement market-level strategies in support of business and Payments priorities and in consultation with the local business teams and cross functional Payment teams. Opportunities. Identify and prioritize in-market payment opportunities to materialize the strategy by leveraging in-market intelligence. Execution. Support materialization of opportunities, directly in early stages and indirectly as opportunities progress through their lifecycle. Operations Cross functional SMEs. Identify business and payments SMEs across key functions, who will focus on market success from a payments lens. Organizational Alignment. Establish an operating rhythm that streamlines current engagement model, demystifies organizational complexities and better connects and aligns the payments and business teams for strategy, planning, key metrics, etc. Build Knowledge & Consult. Become the connecting tissue with markets and experts in payments capabilities and roadmap as well as the business’s strategies and priorities. Enable teams through payments and market expertise. Support global / regional initiatives landing in the market, specifically focusing on strategy for definition, evolution, etc. Incidents / Issues: Support remediation of incidents / issues affecting the region and drive remediation with urgency and ownership. Legal / Regulatory Updates: Stay up to date on legal risks that may affect the region from a payments perspective. Performance Monitoring: Monitor key payment metrics and proactively elevate variances. Your Expertise BS/BA degree in business or technical field Min 7 or more years of combined experience across consulting, strategy, and payments. Experience in the payments industry is required, ideally from a network or merchant perspective. Experience in consulting is required, specifically on proposing market level strategies that incorporate market research, business and payments data, and company goals. Must have understanding of payments landscape in at least one of the following regions APAC and/or EMEA; while also being able to build up knowledge in new markets/regions Proven excellence in critical thinking, communication, presentation, storytelling and interpersonal skills across different levels of the organization Prior experience in Travel industry is a plus Strong program management skills, able to handle multiple concurrent programs with limited control over resources Works independently in fast-paced and complex environments Proven ability to work cross-functionally, lead strategic and tactical execution within a large functional organization, and enable collaboration (including productive friction), transparency, and accountability across teams Strong understanding of software product development processes and methodologies Deep knowledge and experience using collaborative project management tools and processes (e.g. JIRA, Asana, AirTable Smartsheets, Google docs, scrum, agile) Passion to work on unstructured business problems to help drive & influence change Converts complex information, including internal/external business challenges, to compelling business recommendations and best practices to improve products, processes or services Uses sophisticated analytical thought to exercise judgment and identify innovative solutions Acts as an advisor to leadership Consistently demonstrates core values and belonging behaviors Ability to independently lead payments market research using proprietary, open-source, and third-party sources Hybrid Work Requirements & Expectations To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following: Workspace: A dedicated, quiet, and private workspace free from interruptions and external noise Internet Connectivity: During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved. Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality. Our Commitment To Inclusion & Belonging Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.
Gurugram, Haryana, India
None Not disclosed
On-site
Full Time
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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 Airbnb Capability Center was set up in 2017 in Gurgaon. We provide specialized operational services which allow Airbnb's business and responsibilities across the world. These include Finance Technology, Finance Shared Services, Analytics, Engineering, amongst other verticals. Our offices are home to multi-experienced teams with an understanding of our business and community. We're hospitable, fun and we welcome all with open arms. The difference you will make In the role of Associate Principal, Control Testing, the successful candidate will be responsible for continued development of our compliance program for Section 404 of the Sarbanes-Oxley Act of 2002. You will support design and testing of key business and entity level SOX controls in a rapidly changing and growing company and technology environment within the AirControl Financial Controls group. You will evaluate the design and effectiveness of SOX controls, provide guidance to process and control owners over controls, and lead coordination with other SOX stakeholders and external auditors. You will work directly with control owners in the business (e.g. accounting and finance teams) to evaluate the controls and support business partners in the implementation and maintenance of the controls and interact and support efforts of the Company’s independent auditor. As part of the annual control evaluations, you will perform walkthroughs over processes and controls to evaluate the design, test samples to evaluate the operating effectiveness, evaluate gaps, and drive the remediation of deficiencies. The role requires a well-rounded controls focused professional with accounting and operational expertise. Excellent communication, resource allocation and project management skills are critical, as well as the ability to influence across functions and various levels. The position reports to the Director, Financial Risk & Controls that rolls up to the Head of Global Risk and Internal Audit. A typical day Participate in annual scoping and risk assessment exercises and determine testing approach for manual controls within the business processes Execute design and operating effectiveness testing over manual and entity level controls Evaluate changes made to key business processes and provide best practice recommendations on controls Apply a new perspective on existing controls to recommend efficiencies in testing and evaluation approaches Support business partners in maintaining internal control documentation over key processes Participate in annual 404 compliance activities with the external auditors, including identification, evaluation, and remediation of deficiencies Support the quarterly 302 certification process Your Expertise CA in Accounting or Finance or Management Information Systems or related field Minimum of 7+ years of experience, preferably with some years of external audit or consulting experience with US publicly traded companies Understanding and experience with the requirements of Sarbanes-Oxley Act of 2002, Section 404, COSO framework, GAAP standards and PCAOB standards Experience with external auditor requirements and expectations Mission-driven, enthusiastic to learn and grow; team-oriented with a positive attitude and able to work in hyper-growth, fast paced environment Ability to work collaboratively with people at all levels of the organization, identify risks and anticipate questions, and provide actionable recommendations based on industry best practices and use influence to ensure execution Strong risk management experience, including: performing annual risk assessments, executing annual SOX control testing, and evaluating control deficiencies Role model for Airbnb core values Our Commitment To Inclusion & Belonging Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. How We'll Take Care Of You Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits. Pay Range ₹2,380,000—₹3,400,000 INR
Noida, Gurugram, Delhi / NCR
INR 13.0 - 20.0 Lacs P.A.
Hybrid
Full Time
The Community you will join: People Analytics & Research is a strong team of Data Scientists, Analysts, and Researchers. Our work is highly sought-after, and impacts stakeholders in our Employee Experience function, and across the business. This role is responsible for ensuring Airbnb HR data are delivered in a timely, accurate, and high quality manner to key stakeholders across the business. The difference you will make: Were seeking a Senior Data & Reporting Analyst to support some of our most critical People Analytics projects including quarterly reporting, dashboard development, and ad hoc analytics. You’ll work cross-functionally with teams across Talent, Legal, Diversity & Belonging, and others in Airbnb’s Employee Experience (EX) function. This role requires strong technical and storytelling skills — you’ll help partners access, interpret, and act on data that informs how we hire, grow, and support employees at Airbnb. If you’re passionate about employee data and want to help shape the future of Airbnb’s workplace, we’d love to hear from you. A Typical Day: Collaborate with Employee Experience (EX) teams (Total Rewards, Recruiting, Talent Management, HRBPs, EX Operations) and IT to understand people data needs and deliver solutions. Build and maintain Tableau dashboards that clearly communicate people-related insights. Design and support reports using Workday Report Writer; ensure accuracy, delivery, and usability. Execute and interpret basic analyses on topics like hiring, headcount, and attrition. Translate data into compelling stories and visualizations that support decision-making across the business. Handle sensitive employee data with discretion and in alignment with legal and ethical standards. Evaluate data access requests; ensure personally identifiable information (PII) protections and partner with Legal where necessary. Contribute to a culture of data literacy and continuous learning within EX and across Airbnb. Your Expertise: Must-Have: 5+ years of experience in a data-focused or people analytics role Experience working with Google Workplace, including Google Sheets and SlidesStrong SQL skills and comfort working with large datasets Experience using Workday Report Writer for employee data Proficiency with Tableau is a must (report building and dashboard creation) Clear, thoughtful communicator with both technical and non-technical audiences Able to manage multiple priorities independently in a fast-paced environment Strong sense of discretion and experience working with sensitive information Nice-to-Have: Experience in HR/People Analytics, or with employee data Familiarity with Python or R for basic analysis Background in data privacy, legal reviews, or compliance regarding employee data Experience in a global, cross-functional company environment Hybrid Work Requirements & Expectations: To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following: Workspace : A dedicated, quiet, and private workspace free from interruptions and external noise Internet Connectivity : During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved. Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality.
Gurugram, Haryana
None Not disclosed
On-site
Not specified
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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 Training Supervisor is responsible for the day-to-day execution and management of the global training program in Airbnb Capability Center. This role will report directly to the Manager, Shared Services. The Training Supervisor will execute on the designed training strategy and help implement a world-class training framework that will drive consistency in the support experience we deliver across the globe. The Difference You Will Make: The Training Supervisor will help provide management to the Training Supervisors (incl. all of community support, speciality tiers such as payments, regulatory response, safety, appeals and escalations, pilot perfect scale, safety & claims, social media, investigations and resolutions etc. and to hosting teams such as verified, experiences, plus, prohost, lux ops etc. They will manage the execution of the global training program in cooperation with the supervisors reporting to them at both internal, partner and global sites. They will be responsible for driving performance through training initiatives. This will range from helping to develop site and business specific action plans to help drive up customer satisfaction and process compliance, to specific development of training tips for the site to drive specialist performance. The Training Supervisor will also help support global training teams in each of the business functions by providing support for content development, training frameworks and playbooks, classroom strategy and updating of the knowledge base A Typical Day: Managing a Team of Training Analyst & Sr. Training Analysts for all processes for global training delivery As a Training Supervisor you would work closely with ACC Training Manager and Global Training Supervisors to assist in delivering a top-tier learning. Worked on Projects pertaining to process or KPI improvements at org or global level Execute and help drive the Airbnb global training strategy and implementation of the training framework. Support implementation of the necessary training processes, support structure and training metrics in line with Industry best-practices that drive performance. Provide training representation to other shared services teams ensuring training is an integral part of the continuous improvement framework within Operations. Provide reporting on training program status, performance, hiring, onboarding and outcomes to the functional manager(s) on a regular basis. Develop a fully trained, high-performing, motivated and empowered training team. Work with global training teams to address escalated issues, dips in performance and the rollout of new training initiatives to drive performance. Develop a strategic approach to identify the training needs of both customers and internal team members Build and maintain the training curriculum, classroom agenda and other training materials in the knowledge base Develops and administers training programs for employees, assesses training and development needs for organizations Lead initiatives to improve and automate processes to minimize errors and reduce effort Responsible for new hires & floor performance on knowledge, process and soft skills Decision making ability in critical day to day operations Your Expertise: 10+ Years of overall experience required with 4 years of applicable experience in contact center Any bachelor's degree or relevant experience. Flexibility and adaptability, able to work well in an ambiguous environment. Confident and empathetic problem solver; able to guide conversation and stay open to varied points of view. Collaborative; skilled working with cross-functional peers/teams. Creative; comes up with a lot of new and unique ideas and tends to be seen as original and value-added in brainstorming settings. Strong written and verbal communication skills; able to provide constructive feedback, mentorship and coaching. Able to guide conversations effectively. Ability to multi-task and remain cool under pressure, organize and work with rapidly changing priorities. Listening; practices attentive and active listening and has the patience to hear people out. Approachability: Is easy to approach and talk to and leverages a greater awareness of emotional intelligence Open-minded; open to varied points of view and able to adapt to different cultural environments Passionate about customer experience, understands the importance to an organization. Clear, concise communicator who can build collaborative and positive relationships. Working knowledge of customer service assessment tools, i.e., Net Promoter Score, CSAT. Able to compose and analyze qualitative and quantitative data. Well versed with domain knowledge & MS Office (especially Google Sheets, Excel, Word, and PPT). Strong supervisory skills with an eye for detail. Result Oriented. Excellent written and verbal communication skills in English. Should be comfortable with 24*7 Shifts. Hybrid Work Requirements & Expectations : To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following: Workspace: A dedicated, quiet, and private workspace free from interruptions and external noise Internet Connectivity: During the working hours, maintain a minimum and consistent internet speed of 25 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved. Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality. Job Location: Gurugram, India Our Commitment To Inclusion & Belonging: Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.
Gurgaon
INR 7.8 - 8.0 Lacs P.A.
On-site
Part Time
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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 Training Supervisor is responsible for the day-to-day execution and management of the global training program in Airbnb Capability Center. This role will report directly to the Manager, Shared Services. The Training Supervisor will execute on the designed training strategy and help implement a world-class training framework that will drive consistency in the support experience we deliver across the globe. The Difference You Will Make: The Training Supervisor will help provide management to the Training Supervisors (incl. all of community support, speciality tiers such as payments, regulatory response, safety, appeals and escalations, pilot perfect scale, safety & claims, social media, investigations and resolutions etc. and to hosting teams such as verified, experiences, plus, prohost, lux ops etc. They will manage the execution of the global training program in cooperation with the supervisors reporting to them at both internal, partner and global sites. They will be responsible for driving performance through training initiatives. This will range from helping to develop site and business specific action plans to help drive up customer satisfaction and process compliance, to specific development of training tips for the site to drive specialist performance. The Training Supervisor will also help support global training teams in each of the business functions by providing support for content development, training frameworks and playbooks, classroom strategy and updating of the knowledge base A Typical Day: Managing a Team of Training Analyst & Sr. Training Analysts for all processes for global training delivery As a Training Supervisor you would work closely with ACC Training Manager and Global Training Supervisors to assist in delivering a top-tier learning. Worked on Projects pertaining to process or KPI improvements at org or global level Execute and help drive the Airbnb global training strategy and implementation of the training framework. Support implementation of the necessary training processes, support structure and training metrics in line with Industry best-practices that drive performance. Provide training representation to other shared services teams ensuring training is an integral part of the continuous improvement framework within Operations. Provide reporting on training program status, performance, hiring, onboarding and outcomes to the functional manager(s) on a regular basis. Develop a fully trained, high-performing, motivated and empowered training team. Work with global training teams to address escalated issues, dips in performance and the rollout of new training initiatives to drive performance. Develop a strategic approach to identify the training needs of both customers and internal team members Build and maintain the training curriculum, classroom agenda and other training materials in the knowledge base Develops and administers training programs for employees, assesses training and development needs for organizations Lead initiatives to improve and automate processes to minimize errors and reduce effort Responsible for new hires & floor performance on knowledge, process and soft skills Decision making ability in critical day to day operations Your Expertise: 10+ Years of overall experience required with 4 years of applicable experience in contact center Any bachelor's degree or relevant experience. Flexibility and adaptability, able to work well in an ambiguous environment. Confident and empathetic problem solver; able to guide conversation and stay open to varied points of view. Collaborative; skilled working with cross-functional peers/teams. Creative; comes up with a lot of new and unique ideas and tends to be seen as original and value-added in brainstorming settings. Strong written and verbal communication skills; able to provide constructive feedback, mentorship and coaching. Able to guide conversations effectively. Ability to multi-task and remain cool under pressure, organize and work with rapidly changing priorities. Listening; practices attentive and active listening and has the patience to hear people out. Approachability: Is easy to approach and talk to and leverages a greater awareness of emotional intelligence Open-minded; open to varied points of view and able to adapt to different cultural environments Passionate about customer experience, understands the importance to an organization. Clear, concise communicator who can build collaborative and positive relationships. Working knowledge of customer service assessment tools, i.e., Net Promoter Score, CSAT. Able to compose and analyze qualitative and quantitative data. Well versed with domain knowledge & MS Office (especially Google Sheets, Excel, Word, and PPT). Strong supervisory skills with an eye for detail. Result Oriented. Excellent written and verbal communication skills in English. Should be comfortable with 24*7 Shifts. Hybrid Work Requirements & Expectations : To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following: Workspace: A dedicated, quiet, and private workspace free from interruptions and external noise Internet Connectivity: During the working hours, maintain a minimum and consistent internet speed of 25 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved. Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality. Job Location: Gurugram, India Our Commitment To Inclusion & Belonging: Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.
Gurgaon
INR 6.7 - 8.046 Lacs P.A.
On-site
Part Time
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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 Training Content Lead will collaborate with subject matter experts to design, develop, and implement innovative instructional materials for online courses and learning pathways. The instructional developer will be responsible for creating engaging content that meets learning objectives using learning management systems (LMS) and authoring tools. Additionally, the role involves evaluating the effectiveness of instructional content and revising materials based on learner feedback. The Difference You Will Make: This position requires a strong understanding of learning and instructional design theories (neuroscience and adult learning theories), curriculum development, and instructional technology. The instructional developer will work closely with cross-functional teams, including learning performance consultants, project managers, to ensure that all content is aligned with the overall goals of the project. We are looking for someone with excellent communication skills, the ability to manage multiple projects simultaneously, and proficiency in multimedia content creation and understanding of Adult Learning and Curriculum Structures. A Typical Day: Collaborate with subject matter experts to develop engaging and effective instructional materials for online courses, training programs, and in-person learning experiences Design and develop elearning modules, using authoring tools such as Articulate software, Video Software, and AI Simulation Software Manage project timelines and coordinate with the project team to ensure timely delivery of all course materials Conduct learning needs assessments and apply appropriate instructional design models, such as ADDIE, to design content Create interactive storyboards, simulations, and multimedia elements that enhance the learning experience Utilize learning management systems (LMS) to manage course content, track learner progress, and analyze learning outcomes Revise and update instructional materials based on learner feedback, performance metrics, and evolving project goals Develop and implement training programs for internal teams and professional development initiatives Ensure that all instructional content is aligned with learning objectives, design principles, and best practices for online learning Collaborate with cross-functional teams, including project managers, developers, and stakeholders, to meet organizational goals Understand how Adult Learning and Neuroscience contribute to effective curriculum Use multiple media and software tools skillfully (Well Said, Synthesia, AI Simulation Software Design) Your Expertise: Bachelor’s or master’s degree in instructional design, instructional technology, education, or a related field Experience as a classroom instructor At Least 7-8 years of experience in instructional design or technical writing Proven experience in instructional design, course development, and course design for online learning environments Proficiency in LMS platforms, similar systems Expertise in using authoring tools such as Articulate products and Video Products (like Synthesia) Strong understanding of learning theories, instructional design models (such as ADDIE), and design principles Excellent communication skills and ability to work with subject matter experts, stakeholders, and team members to meet project objectives Strong organizational and project management skills, with the ability to manage multiple projects simultaneously Experience in creating interactive content, including storyboards, simulations, and multimedia elements Ability to analyze learning needs and develop innovative learning solutions Experience in developing instructional materials for higher education, corporate training, and government agencies. Hybrid Work Requirements & Expectations : To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following: Workspace: A dedicated, quiet, and private workspace free from interruptions and external noise Internet Connectivity: During the working hours, maintain a minimum and consistent internet speed of 25 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved. Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality. Job Location: Gurugram, India Our Commitment To Inclusion & Belonging: Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.
Gurugram, Haryana, India
None Not disclosed
On-site
Full Time
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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 Training Supervisor is responsible for the day-to-day execution and management of the global training program in Airbnb Capability Center. This role will report directly to the Manager, Shared Services. The Training Supervisor will execute on the designed training strategy and help implement a world-class training framework that will drive consistency in the support experience we deliver across the globe. The Difference You Will Make The Training Supervisor will help provide management to the Training Supervisors (incl. all of community support, speciality tiers such as payments, regulatory response, safety, appeals and escalations, pilot perfect scale, safety & claims, social media, investigations and resolutions etc. and to hosting teams such as verified, experiences, plus, prohost, lux ops etc. They will manage the execution of the global training program in cooperation with the supervisors reporting to them at both internal, partner and global sites. They will be responsible for driving performance through training initiatives. This will range from helping to develop site and business specific action plans to help drive up customer satisfaction and process compliance, to specific development of training tips for the site to drive specialist performance. The Training Supervisor will also help support global training teams in each of the business functions by providing support for content development, training frameworks and playbooks, classroom strategy and updating of the knowledge base A Typical Day Managing a Team of Training Analyst & Sr. Training Analysts for all processes for global training delivery As a Training Supervisor you would work closely with ACC Training Manager and Global Training Supervisors to assist in delivering a top-tier learning. Worked on Projects pertaining to process or KPI improvements at org or global level Execute and help drive the Airbnb global training strategy and implementation of the training framework. Support implementation of the necessary training processes, support structure and training metrics in line with Industry best-practices that drive performance. Provide training representation to other shared services teams ensuring training is an integral part of the continuous improvement framework within Operations. Provide reporting on training program status, performance, hiring, onboarding and outcomes to the functional manager(s) on a regular basis. Develop a fully trained, high-performing, motivated and empowered training team. Work with global training teams to address escalated issues, dips in performance and the rollout of new training initiatives to drive performance. Develop a strategic approach to identify the training needs of both customers and internal team members Build and maintain the training curriculum, classroom agenda and other training materials in the knowledge base Develops and administers training programs for employees, assesses training and development needs for organizations Lead initiatives to improve and automate processes to minimize errors and reduce effort Responsible for new hires & floor performance on knowledge, process and soft skills Decision making ability in critical day to day operations Your Expertise 10+ Years of overall experience required with 4 years of applicable experience in contact center Any bachelor's degree or relevant experience. Flexibility and adaptability, able to work well in an ambiguous environment. Confident and empathetic problem solver; able to guide conversation and stay open to varied points of view. Collaborative; skilled working with cross-functional peers/teams. Creative; comes up with a lot of new and unique ideas and tends to be seen as original and value-added in brainstorming settings. Strong written and verbal communication skills; able to provide constructive feedback, mentorship and coaching. Able to guide conversations effectively. Ability to multi-task and remain cool under pressure, organize and work with rapidly changing priorities. Listening; practices attentive and active listening and has the patience to hear people out. Approachability: Is easy to approach and talk to and leverages a greater awareness of emotional intelligence Open-minded; open to varied points of view and able to adapt to different cultural environments Passionate about customer experience, understands the importance to an organization. Clear, concise communicator who can build collaborative and positive relationships. Working knowledge of customer service assessment tools, i.e., Net Promoter Score, CSAT. Able to compose and analyze qualitative and quantitative data. Well versed with domain knowledge & MS Office (especially Google Sheets, Excel, Word, and PPT). Strong supervisory skills with an eye for detail. Result Oriented. Excellent written and verbal communication skills in English. Should be comfortable with 24*7 Shifts. Hybrid Work Requirements & Expectations : To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following: Workspace: A dedicated, quiet, and private workspace free from interruptions and external noise Internet Connectivity: During the working hours, maintain a minimum and consistent internet speed of 25 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved. Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality. Job Location: Gurugram, India Our Commitment To Inclusion & Belonging Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.
Gurugram, Haryana, India
None Not disclosed
On-site
Full Time
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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 Training Content Lead will collaborate with subject matter experts to design, develop, and implement innovative instructional materials for online courses and learning pathways. The instructional developer will be responsible for creating engaging content that meets learning objectives using learning management systems (LMS) and authoring tools. Additionally, the role involves evaluating the effectiveness of instructional content and revising materials based on learner feedback. The Difference You Will Make This position requires a strong understanding of learning and instructional design theories (neuroscience and adult learning theories), curriculum development, and instructional technology. The instructional developer will work closely with cross-functional teams, including learning performance consultants, project managers, to ensure that all content is aligned with the overall goals of the project. We are looking for someone with excellent communication skills, the ability to manage multiple projects simultaneously, and proficiency in multimedia content creation and understanding of Adult Learning and Curriculum Structures. A Typical Day Collaborate with subject matter experts to develop engaging and effective instructional materials for online courses, training programs, and in-person learning experiences Design and develop elearning modules, using authoring tools such as Articulate software, Video Software, and AI Simulation Software Manage project timelines and coordinate with the project team to ensure timely delivery of all course materials Conduct learning needs assessments and apply appropriate instructional design models, such as ADDIE, to design content Create interactive storyboards, simulations, and multimedia elements that enhance the learning experience Utilize learning management systems (LMS) to manage course content, track learner progress, and analyze learning outcomes Revise and update instructional materials based on learner feedback, performance metrics, and evolving project goals Develop and implement training programs for internal teams and professional development initiatives Ensure that all instructional content is aligned with learning objectives, design principles, and best practices for online learning Collaborate with cross-functional teams, including project managers, developers, and stakeholders, to meet organizational goals Understand how Adult Learning and Neuroscience contribute to effective curriculum Use multiple media and software tools skillfully (Well Said, Synthesia, AI Simulation Software Design) Your Expertise Bachelor’s or master’s degree in instructional design, instructional technology, education, or a related field Experience as a classroom instructor At Least 7-8 years of experience in instructional design or technical writing Proven experience in instructional design, course development, and course design for online learning environments Proficiency in LMS platforms, similar systems Expertise in using authoring tools such as Articulate products and Video Products (like Synthesia) Strong understanding of learning theories, instructional design models (such as ADDIE), and design principles Excellent communication skills and ability to work with subject matter experts, stakeholders, and team members to meet project objectives Strong organizational and project management skills, with the ability to manage multiple projects simultaneously Experience in creating interactive content, including storyboards, simulations, and multimedia elements Ability to analyze learning needs and develop innovative learning solutions Experience in developing instructional materials for higher education, corporate training, and government agencies. Hybrid Work Requirements & Expectations : To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following: Workspace: A dedicated, quiet, and private workspace free from interruptions and external noise Internet Connectivity: During the working hours, maintain a minimum and consistent internet speed of 25 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved. Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality. Job Location: Gurugram, India Our Commitment To Inclusion & Belonging Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.
Gurgaon
INR 3.9425 - 6.0 Lacs P.A.
On-site
Part Time
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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. Description Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. It takes a unified team committed to our core values to achieve this goal. Airbnb's various functions embody the company's innovative spirit and our fast-moving team is committed to leading as a 21st century company. The Trust organization protects, guides, and mobilizes the creation of trust in our community and on our platform. We hire quality talent who embody our company values and hold a steadfast commitment to creating a world where anyone in the Airbnb community can host, travel, and connect with peace of mind. The Community You Will Join: As the Manual fraud investigations Lead for Trust, you will work on priority Trust programs, where you will take on responsibilities for process analysis and design, pilot design and execution, and control plan development, working in close collaboration with the Trust stakeholders, ACC teams and other shared services, Product & Policy teams. You will work cross-functionally Supporting Trust initiatives, with the Support of Product, Service Managers, Regional Operations Managers, Operations Change Management, and Shared Services to deliver successful improvement projects with measurable positive impact and also transition these solutions to operations for sustained results About you Supervising the team of investigators who are involved in analyzing the trends and proactively taking measures to minimize fraud Supporting the Fraud Investigators to build strong analytical skills to comprehend fraud pattern by preparing and training them as well as working on individual cases and creating a record of suspicious activities Overseeing the growth of the individual team members to make sure that specific objectives are defined and providing regular feedback to encourage the development Collaborative efforts with stakeholders to develop policies and strategies that strengthen fraud detection and prevention, safeguarding platform integrity Analyzing data to uncover patterns of potential fraudulent activity and conducting thorough investigations on flagged accounts In this role you’ll get to Work on data analysis to identify patterns or trends indicative of potential fraudulent activity Work on manual investigations on the user profiles that have been flagged for fraudulent activities Work on strategies and procedures to prevent, detect and investigate potential fraud incidents Work on development of policies and procedures related to fraud prevention and detection thereby preventing financial loss on the business platform Enhance your Risk management, fraud prevention skills, Operational skills. Work with the Global teams including product, policy and legal. Suggest operational improvement ideas and see the ideas getting implemented. Improve your stakeholder management skills Be a Subject Matter Expert in operation / process / workflow improvements We are looking for people who have 5+ years of post graduate experience in operations/ process improvement Frauds, Payments ops experience is a must Strong stakeholder management skills Experienced in project management and leading cross-functional teams to successfully achieve business goals Intermediate understanding of data, metrics and analysis Intermediate storytelling & powerpoint skills Intermediate experience at facilitating ideation/problem solving workshops with relevant stakeholders Hybrid Work Requirements & Expectations: To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following: Workspace : A dedicated, quiet, and private workspace free from interruptions and external noise Internet Connectivity : During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved. Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality. Our Commitment To Inclusion & Belonging: Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.
India
None Not disclosed
On-site
Full Time
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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 Difference You Will Make We are looking for an outcomes driven, collaborative, and effective performance manager who knows how to build and drive virtual teams of Outsourced Customer Service partners, Airbnb service designers, and shared services service-domain experts. The Partner Regional Operations Manager (Partner ROM) uses innovative and scalable performance management processes to own the service delivery performance metrics that our partners produce in a specific region or market, serving two or fewer CS services. The Partner ROM will deliver on KPI management and continuous improvement, region or specific market level performance storytelling, product and process insights discovery, and most importantly, will collaborate with their Partner Relationship Manager colleagues and shared services virtual teams to maintain a robust, well documented, and effective performance review and improvement program with the CS partners in their market or region. This role can be based in Ireland, Philippines, or India. A Typical Day Act as Airbnb’s single point of contact for all other matters related to the Partner performance results, including representing the Global English network along with the Senior Delivery Manager to different functions within Airbnb. Conduct business reviews, drive performance, document trends and actions, and be accountable for the service delivery performance metrics produced by the CS partners. Leverage a virtual team of Partner Relationship Managers, Quality Leads, Training Leads, and others to support partner’s performance results in servicing specific services. Develop and incubate relationships with partners’ Operations Managers and Directors, managing and driving their performance through influence, communication skills, and co-solving problems and action plans. Work collaboratively with other Regional Operations Managers in achieving and exceeding the desired global performance results of specific service tiers, as designed by our Tier Service Managers, and which are tailored for the Airbnb Businesses that CS supports. Work collaboratively with your Senior Manager to input into a robust and accessible suite of business review processes and performance storytelling processes that result in globally consistent outcome documentation. Capture the regularly generated feedback and insights generated by the partners in pursuit of exceeding service specific goals, feeding that information to internal stakeholders. Evaluate new Airbnb processes or program changes for their potential impact to partner performance, and assist in mitigating those risks. As needed, collaborate with and understand the needs of your local market and provide support to market managers and local business operations. Participate in projects outside of the scope of your department, as assigned by your manager. Your Expertise 5+ years of progressively responsible leadership experience in Customer Service operations (BPO preferred, 8+ years captive accepted) At least 12+ years of total working experience Master’s or Bachelor's degree in a relevant field of study A proven track record of managing performance across a matrixed organization Deep functional knowledge in the tiers of service that will be managed, and how they interact Experience driving B2B relationships and leading outside teams to exceed goals Effective and creative, performance and results-driven storyteller with strong analytical skills and the ability to clarify and prioritize using data Excellent communication skills, verbal and written Able to travel in Europe, APAC and NA when required; expected travel will be around 30% of the time Ability to accommodate and overlap with US morning hours (until 10am PST) Works well in ambiguity and embraces the adventure! Our Commitment To Inclusion & Belonging Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.
India
None Not disclosed
Remote
Full Time
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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 Difference You Will Make We are looking for an outcomes driven, collaborative, and effective performance manager who knows how to build and drive virtual teams of Outsourced Customer Service partners, Airbnb service designers, and shared services service-domain experts. The Partner Regional Operations Manager (Partner ROM) uses innovative and scalable performance management processes to own the service delivery performance metrics that our partners produce in a specific region or market, serving two or fewer CS services. The Partner ROM will deliver on KPI management and continuous improvement, region or specific market level performance storytelling, product and process insights discovery, and most importantly, will collaborate with their Partner Relationship Manager colleagues and shared services virtual teams to maintain a robust, well documented, and effective performance review and improvement program with the CS partners in their market or region. A Typical Day Act as Airbnb’s single point of contact for all other matters related to the Partner performance results, including representing the Global English network along with the Senior Delivery Manager to different functions within Airbnb. Conduct business reviews, drive performance, document trends and actions, and be accountable for the service delivery performance metrics produced by the CS partners. Leverage a virtual team of Partner Relationship Managers, Quality Leads, Training Leads, and others to support partner’s performance results in servicing specific services. Develop and incubate relationships with partners’ Operations Managers and Directors, managing and driving their performance through influence, communication skills, and co-solving problems and action plans. Work collaboratively with other Regional Operations Managers in achieving and exceeding the desired global performance results of specific service tiers, as designed by our Tier Service Managers, and which are tailored for the Airbnb Businesses that CS supports. Work collaboratively with your Senior Manager to input into a robust and accessible suite of business review processes and performance storytelling processes that result in globally consistent outcome documentation. Capture the regularly generated feedback and insights generated by the partners in pursuit of exceeding service specific goals, feeding that information to internal stakeholders. Evaluate new Airbnb processes or program changes for their potential impact to partner performance, and assist in mitigating those risks. As needed, collaborate with and understand the needs of your local market and provide support to market managers and local business operations. Participate in projects outside of the scope of your department, as assigned by your manager. Your Expertise 5+ years of progressively responsible leadership experience in Customer Service operations (BPO preferred, 8+ years captive accepted) At least 12+ years of total working experience Master’s or Bachelor's degree in a relevant field of study A proven track record of managing performance across a matrixed organization Deep functional knowledge in the tiers of service that will be managed, and how they interact Experience driving B2B relationships and leading outside teams to exceed goals Effective and creative, performance and results-driven storyteller with strong analytical skills and the ability to clarify and prioritize using data Excellent communication skills, verbal and written Able to travel in Europe, APAC and India when required; expected travel will be around 30% of the time Works well in ambiguity and embraces the adventure! Your Location: This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from. Our Commitment To Inclusion & Belonging Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. How We'll Take Care Of You Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits. Pay Range $140,000—$175,000 USD
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