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. Senior Business Solutions Engineer, BizTech The Community You Will Join The world is changing how it works — it’s moving towards more flexibility for where people can do their jobs. Airbnb has already shown that we can accomplish a lot remotely. Together, we navigated a pandemic, rebuilt our company from the ground up, had a successful IPO, and made 150 upgrades to our product, all over Zoom. All of which made us question some of the things we took for granted in the past. Do we really need to be in an office five days a week? How else can we spend our commute time? Where do we want to live if we don’t need to live by our job? The days of the best talent flocking to a handful of major cities are over. Limiting your talent pool to a commuting radius around a physical office will put companies at a significant disadvantage. The best people in the world will live everywhere, not concentrated in one area. Companies that recruit from different communities will also be the most diverse companies. And the more flexible a company is, the more it will allow each person to create the right conditions for their own life. Talent Systems The Airbnb Talent Systems Team is more than just a technology advisor; we're a trusted partner to the Employee Experience (EX) team. Our mission? To construct a robust technology framework that underpins Airbnb's comprehensive employee journey - Including tools, applications, benefits management- all manner of which an employee may interact throughout their career. We're the custodians of a variety of self-service tools, from the Workday Human Capital Management system, to performance management tools, to functionalities that support Airbnb's Live & Work Anywhere policies. But our role doesn't stop there. We're also key players in payroll management and benefits enrollment, providing our fellow Airfam with the resources they need to manage their personal needs and preferences. Our work is instrumental in promoting a healthy work-life balance and fostering a positive employee experience at Airbnb. The Difference You Will Make The Senior Workday Business Solutions Engineer is responsible for driving business enablement by leveraging their technical expertise and deep understanding of Workday HCM. The ideal candidate will possess strong communication and analytical skills to collaborate effectively with business stakeholders, gather requirements, and translate them into scalable technical solutions within the Workday ecosystem. They should thrive in a remote team environment and be capable of independently managing tasks to meet team and stakeholder objectives. A results-oriented mindset, data-driven performance measurement, and excellent interpersonal skills to foster trust and alignment are essential. Responsibilities This role will partner with key stakeholders in HR - Total Rewards, Recruiting, Talent Management, HR Business Partners, HR Operations, and partners in IT, as we transform the way Airbnb’s global workforce is managed and the technology that enables it Proactively recommend changes and solutions to address business challenges, and implement these solutions with partnership from the accountable stakeholders Work with business owners to solicit requirements and create documentation for enhancements, projects and initiatives Collaborate with business partners to document HR Systems processes flows & requirements (e.g. Compensation, Benefits, Time Off) in preparation for periodic business system evaluations, and lead RFP processes including coordination with vendors Support and configure Workday HCM with subject matter expertise. Complete testing to ensure enhancements and projects meet business requirements and are free of defects; create test plans and test cases, perform system and end-to-end testing Configure, audit, and troubleshoot Workday. Proactively address issues in order to minimize disruptions to Airbnb’s use of Workday. Demonstrate creative ways to deliver solutions that may suggest People & Process changes for our business, without relying solely on Systems solutions to solve business problems. Support operational tasks including, but not limited to: Triage ticket intake for the HR Systems team, manage operational support vendor(s) in resolving open items, participate in rotational ownership of leading Workday updates. Drive accountability with business sponsors of specific projects for executing effective change management, and training on new functionality to ensure highest levels of adoption. Partner with technical counterparts on identifying suggested/required integrations that support automation of data flows Educate HR subject matter experts on Workday development methodology (iterative and agile) Your Expertise 8+ years of experience in an HRIS Business Systems Analyst role 5+ years of experience supporting Workday HCM with comprehensive knowledge of Workday compensation setup for a global workforce Solid understanding a broad range of HR disciplines and corresponding system functionality Experience with reporting tools and security configuration Must be proactive, self-directed, an expert multi-tasker and have good project management skills Must be a strong collaborator with excellent written and verbal communication skills Proven ability to deal with sensitive and confidential data Experience in HCM and ERP systems project/implementation work Ability to work under tight deadlines managing multiple tasks Proven demonstration of problem solving/ analysis skills to solve various stakeholder issues or process changes Demonstrated ability to operate independently with direction from senior team members Ability to gain knowledge of client policies and procedures and ability to provide advice and counsel Ability to identify process improvement areas Ability to refine processing procedures based on "big picture" and best practice understanding Understanding of other in scope related service areas desired (e.g. compensation, benefits, payroll) Ability to navigate and learn multiple systems Demonstrated ability to write client business requirement documents 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

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 Capability Center: Airbnb Capability Center was set up in 2017 in Gurgaon. We provide specialised operational services which enable Airbnb's business and functions across the world. These include Finance Technology, Finance Shared Services, Analytics, Engineering, amongst other verticals. Our offices are home to multi-skilled teams with an insightful and deep understanding of our business and community. We're hospitable, fun and we welcome all with open arms. About the role: Manager, Payment Risk and Compliance Operations, supports Airbnb’s payments activities and the Sr. Manager of the Global Payments Operations. This position is responsible for leading a team working on Payments Risk operations and coordinating with support functions and technical teams. The role is also responsible for day-to-day monitoring and leadership of the teams executing the daily functional tasks associated with the Payments operations. What you’ll do: Support the team conducting complex investigations in Risk and Compliance function Ensure high performance for internal and partner teams. Oversee assigned resources to ensure processes are implemented effectively and in the most cost-effective manner. Prepare detailed reporting to support independent decisions and ensure high performance. Prepare detailed reporting and analysis of reviews to support assessment of user population. Provide mentorship and guidance to team leads on industry best-practices, Airbnb workflows, and tools. Provide quality assurance analysis and reviews. Lead procedure and workflow changes that may impact multiple teams and/or regions with the support of your manager. Assess and communicate control effectiveness, and present findings, case trends, and operational metrics to management. Accurately identify and escalate risks and opportunities to the Payments Management . Lead projects to simplify relatively complex operational problems within diverse cross-functional groups. Provide mentorship, coaching and training of teams. Provide point of contact support for analysts and investigators reporting directly to this role and point of contact support for leadership (both at Airbnb Capability Center and at Airbnb Payments). What you bring: Bachelor’s Degree or Technical Equivalent. 5+ years experience in leading and supervising teams of Risk operations. 7+ years operations experience in payments, banking, or e-commerce Intermediate knowledge of AML and fraud types related to the payments and e-commerce space. Strong systems thinker. Superior communication skills both written and verbal. Ability to clearly articulate Risk and Compliance operations requirements to the audience. Ability to work closely and build trust with management, your team and other teams. Exceptional organization and process management ability. High level of personal integrity, interest in payments as evidenced by related work experience, proven dedication to excellence, leadership qualities and a flexible, creative, innovative approach to problem solving. Ability and desire to work in a fast-paced environment. Familiarity with SQL and data querying skills is a huge preference. 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.

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 Capability Center: Airbnb Capability Center was set up in 2017 in Gurgaon. We provide specialised operational services which enable Airbnb's business and functions across the world. These include Finance Technology, Finance Shared Services, Analytics, Engineering, amongst other verticals. Our offices are home to multi-skilled teams with an insightful and deep understanding of our business and community. We're hospitable, fun and we welcome all with open arms. About the role: Manager, Payment Risk and Compliance Operations, supports Airbnb’s payments activities and the Sr. Manager of the Global Payments Operations. This position is responsible for leading a team working on Payments Risk operations and coordinating with support functions and technical teams. The role is also responsible for day-to-day monitoring and leadership of the teams executing the daily functional tasks associated with the Payments operations. What You’ll Do Support the team conducting complex investigations in Risk and Compliance function Ensure high performance for internal and partner teams. Oversee assigned resources to ensure processes are implemented effectively and in the most cost-effective manner. Prepare detailed reporting to support independent decisions and ensure high performance. Prepare detailed reporting and analysis of reviews to support assessment of user population. Provide mentorship and guidance to team leads on industry best-practices, Airbnb workflows, and tools. Provide quality assurance analysis and reviews. Lead procedure and workflow changes that may impact multiple teams and/or regions with the support of your manager. Assess and communicate control effectiveness, and present findings, case trends, and operational metrics to management. Accurately identify and escalate risks and opportunities to the Payments Management. Lead projects to simplify relatively complex operational problems within diverse cross-functional groups. Provide mentorship, coaching and training of teams. Provide point of contact support for analysts and investigators reporting directly to this role and point of contact support for leadership (both at Airbnb Capability Center and at Airbnb Payments). What You Bring Bachelor’s Degree or Technical Equivalent. 5+ years experience in leading and supervising teams of Risk operations. 7+ years operations experience in payments, banking, or e-commerce Intermediate knowledge of AML and fraud types related to the payments and e-commerce space. Strong systems thinker. Superior communication skills both written and verbal. Ability to clearly articulate Risk and Compliance operations requirements to the audience. Ability to work closely and build trust with management, your team and other teams. Exceptional organization and process management ability. High level of personal integrity, interest in payments as evidenced by related work experience, proven dedication to excellence, leadership qualities and a flexible, creative, innovative approach to problem solving. Ability and desire to work in a fast-paced environment. Familiarity with SQL and data querying skills is a huge preference. 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. Show more Show less

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 CKM team includes a team of knowledge editors and writers across various regions. We manage knowledge bases in Confluence and Contentstack and work towards providing the best user experience to our Support Ambassadors who use our workflows and macros and Airbnb users who visit the Help center and/or receive macros. The difference you will make: As a Knowledge Editor, you will be responsible for writing and editing content for our knowledge bases. You will work closely with the Knowledge Strategist, and support the Knowledge Manager in drafting high quality, accurate, and optimized content. A typical day: Create, organize, and optimize critical knowledge content Work on content improvement through Jira tickets with role wise targets Identify improvements and knowledge gaps in our content through audits and data analysis Ensure our content is accurate, consistent, and highly effective for our users Triage and maintain content and workflow feedback across the organization Build and maintain key relationships with CS Operations, Partners, Training, Quality, Business Process and Change Management teams Your expertise: 3+ years of experience in technical writing or relevant experience Excellent proofreading skills Excellent communication and interpersonal skills Understanding of machine learning and AI applications in knowledge management Expertise in knowledge management and content strategy Knowledge of information architecture Highly developed organizational and time-management skills to assess and prioritize tasks Ability to work autonomously in a fast-paced environment Resourceful, detail oriented, and comfortable with ambiguity Knowledge of SEO strategy Proven ability to work in a multicultural, multilingual global organization Experience of customer support operations and agent-facing knowledge is an advantage Our commitment to inclusion and 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.

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 CKM team includes a team of knowledge editors and writers across various regions. We manage knowledge bases in Confluence and Contentstack and work towards providing the best user experience to our Support Ambassadors who use our workflows and macros and Airbnb users who visit the Help center and/or receive macros. The difference you will make: As a Knowledge Editor, you will be responsible for writing and editing content for our knowledge bases. You will work closely with the Knowledge Strategist, and support the Knowledge Manager in drafting high quality, accurate, and optimized content. A typical day: Create, organize, and optimize critical knowledge content Work on content improvement through Jira tickets with role wise targets Identify improvements and knowledge gaps in our content through audits and data analysis Ensure our content is accurate, consistent, and highly effective for our users Triage and maintain content and workflow feedback across the organization Build and maintain key relationships with CS Operations, Partners, Training, Quality, Business Process and Change Management teams Your expertise: 3+ years of experience in technical writing or relevant experience Excellent proofreading skills Excellent communication and interpersonal skills Understanding of machine learning and AI applications in knowledge management Expertise in knowledge management and content strategy Knowledge of information architecture Highly developed organizational and time-management skills to assess and prioritize tasks Ability to work autonomously in a fast-paced environment Resourceful, detail oriented, and comfortable with ambiguity Knowledge of SEO strategy Proven ability to work in a multicultural, multilingual global organization Experience of customer support operations and agent-facing knowledge is an advantage Our commitment to inclusion and 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.

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 CKM team includes a team of knowledge editors and writers across various regions. We manage knowledge bases in Confluence and Contentstack and work towards providing the best user experience to our Support Ambassadors who use our workflows and macros and Airbnb users who visit the Help center and/or receive macros. The Difference You Will Make As a Knowledge Editor, you will be responsible for writing and editing content for our knowledge bases. You will work closely with the Knowledge Strategist, and support the Knowledge Manager in drafting high quality, accurate, and optimized content. A Typical Day Create, organize, and optimize critical knowledge content Work on content improvement through Jira tickets with role wise targets Identify improvements and knowledge gaps in our content through audits and data analysis Ensure our content is accurate, consistent, and highly effective for our users Triage and maintain content and workflow feedback across the organization Build and maintain key relationships with CS Operations, Partners, Training, Quality, Business Process and Change Management teams Your Expertise 3+ years of experience in technical writing or relevant experience Excellent proofreading skills Excellent communication and interpersonal skills Understanding of machine learning and AI applications in knowledge management Expertise in knowledge management and content strategy Knowledge of information architecture Highly developed organizational and time-management skills to assess and prioritize tasks Ability to work autonomously in a fast-paced environment Resourceful, detail oriented, and comfortable with ambiguity Knowledge of SEO strategy Proven ability to work in a multicultural, multilingual global organization Experience of customer support operations and agent-facing knowledge is an advantage Our Commitment To Inclusion And 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

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: We together take care of all the safety concerns of our users, few things to keep in mind while being part of safety Support your team in handling urgent, escalated personal safety cases (e.g., domestic violence, sexual assault, suicide, surveillance devices), prioritising wellness and sustainability. Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community. Work with your regional leadership to influence stakeholders and the Safety Service Manager to mitigate risks. Serve as Point of Contact for urgent or other sensitive cases within your region, spending time each week working on tickets and other escalated issues to refine subject matter expertise. Work closely with fellow global and regional Team Leads in addition to maintaining a strong connection to your cross-functional partners. The Difference You Will Make: Lead the team towards the execution of the company and strategic goals following the guidance of the Operations Manager, and collaborate with the OM to develop recommendations for service improvements and regional prioritization. Manage both team and individual performance and resources to ensure compliance with policies and SLAs. Ensure individual team members are held accountable to their performance goals in a fair and equitable manner by setting clear expectations, following-up individually, and coaching team members positively to develop and improve their skills in a tailored way. Think critically and constantly evaluate policies and procedures. Work with the team to identify opportunities to improve performance and better optimize processes for the team, region, and global community. A Typical Day: Keep up with day-to-day management duties such as scheduling, shift approval, team and one-on-one meetings, and managing basic HR-related issues (pay/benefits/HR policy enforcement, etc.). Enable professional and personal growth through supporting and challenging your team with feedback, one-on-ones, enabling opportunities, expectation-setting, and other growth tools at your disposal. Support your team in handling urgent, escalated personal safety cases (e.g., domestic violence, sexual assault, suicide, surveillance devices), prioritising wellness and sustainability Your Expertise: Strong understanding of evidence based best practice in handling personal safety issues using a trauma informed approach Experience managing complex, escalated cases with elevated media or legal risk Strong metrics-based performance management skills Ability to work and solve problems independently, collaboratively, or through delegation. Excellent verbal and written communication skills Ability to understand and execute policies and procedures Ability to maintain confidentiality during investigation Minimum 6 years plus experience with at least 3 years relevant experience of team handling & working in high stake environment. 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. Location: Gurugram, India

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 AirCover team is charged with ideating, building, launching, and managing the AirCover business inside of Airbnb. We have a huge responsibility to our community of Hosts and guests to be there when things don’t go exactly as planned with their reservations. We have a lot of work to do in the coming years and we are looking for someone who will help us manage all of the things that need to be done to deliver best-in-class services to our community. The Claims Experience team is responsible for providing Community Delight to our users by tailoring the experience and services we offer to their own specific needs so that everyone can host and travel with confidence. We will develop a deep empathy and understanding of each of our customer’s desires, and will go above and beyond to ensure we create personalized interactions that leave lasting impressions throughout the end-to-end claims process. The team will drive operational success across each of the Aircover products, delivering Seamless Execution through the quality and speed of our interactions, whilst focusing on customer retention and the continued growth of our Airbnb community. The Difference You Will Make As the Claims Operations Manager, you will lead a team that helps drive the success of our vision to deliver unmatched products and services so everyone can host and travel with confidence. Deliver community delight to our users by tailoring experiences and the services we offer to their unique and specific needs. In this role, you’ll help create and influence the direction we wish to take the AirCover organization. You will touch all three areas of our AirCover brand; AirCover for Hosts, AirCover for Guests and Guest Travel Insurance. You will also develop a deep understanding of each of our customer’s desires, and will go above and beyond to ensure we create personalized interactions that leave a lasting impression. By leading a team of Claims Specialists you will be responsible for overseeing the end-to-end claims processes at a strategic level, making fast data driven decisions and ensuring we create a deep and ongoing empathy for our customers whilst providing clear guidance on helping them navigate the claims process. You'll also advance team engagement through people and culture initiatives, and focus on their growth to nurture and develop world class talent. You will work as part of a cross-functional team to drive the success of the company's products and services. You will be responsible for driving and executing strategies that also improve community engagement, and community protection, while ensuring operational excellence across the Aircover suite of products and services. A Typical Day Bring and share strategic vision for the end-to-end customer claims handling experience, including dispute resolution and feedback management Collaborate on the development and implementation of new policies and procedures to ensure our service delivery is effective and delivers a seamless experience for our community Manage and lead the Claims operations team in ACC Gurgaon, ensuring optimal delivery of performance and productivity Support and work with senior leadership to develop and execute on our one-company roadmap and Aircover strategic pillars. Develop and maintain relationships with external partners, such as insurance carriers and claims adjusters, to ensure that claims are handled efficiently and effectively. Inform the business on team performance metrics and quality, identifying opportunities to improve the customer experience, and driving upstream changes with operations and product leaders. Partner closely with cross-functional teams to deliver a scale-first organization by aligning on key metrics, goals & deliverables Strive for the continuous improvement of our operational workflows and processes Analyze performance data to identify opportunities for process improvements and optimization of the customer experience Collaborate to design strategies to improve customer engagement, community building, and community protection Ensure the operations team is fully aligned with the company's mission, values and roadmap Drive key initiatives to improve growth, engagement and belonging within the team You will be responsible for reporting at Weekly, Monthly, Quarterly and Annual Business Reviews for your area. You will build, foster and support your team, while holding team members accountable to expectations and performance. You will serve as a thought leader with stakeholders such as Trust, Legal, Privacy, CS Safety, Product Management, Policy, and understand how the policy/product roadmap impacts risk mitigation of emerging threats. Your Expertise 10+ years’ experience in customer experience management and operational excellence, preferably in high tech and/or insurance organizations. Strong track record (> 5 years) of leading, recruiting, and coaching high performing teams at a global level. Insurance experience preferred In depth understanding of claims handling processes and regulations. Knowledge of customer experience best practices and trends Open, collaborative style with a Airbnb-first mentality. Proven track record of developing and executing successful strategies tailored to specific customer experience groups Ability to operate within a constantly changing environment with strong bias for action, including the ability to juggle multiple priorities and effectively deliver in a fast-paced, dynamic environment. Demonstrated ability to identify and resolve issues through effective problem solving skills. Proven ability to negotiate skilfully in difficult situations with both internal and external groups. 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

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 core work of Senior Aircover Specialists is to provide excellent community support for hosts and guests seeking assistance from Airbnb Host Guarantee, Host Protection Insurance, Experience Protection insurance The AirCover team is responsible for providing Community Delight to our users by tailoring the experience and services we offer to their own specific needs so that everyone can host and travel with confidence. We will develop a deep empathy and understanding of each of our customer’s desires, and will go above and beyond to ensure we create personalized interactions that leave lasting impressions throughout the end-to-end claims process. The Difference You Will Make You will be a part of the team to drive operational success across each of the Aircover products, delivering Seamless Execution through the quality and speed of our interactions, whilst focusing on customer retention and the continued growth of our Airbnb community. You will think critically to evaluate our policies and procedures and work to identify opportunities to improve performance and better optimize the experience for our customers. A Typical Day The core work of Senior Aircover Specialist is to provide excellent community support for hosts and guests seeking assistance from Airbnb Host Guarantee, Host Protection Insurance, Experience Protection insurance. Property Security specialists are broadly accountable for the following activities and responsibilities: Handle the designated inboxes through inbound and outbound tickets/emails, outbound calls and case work. Initiating, investigating and resolving cases involving complex damages, liability claims, potential fraud, or brand risk, verifying facts, and determining resolutions based on internal policies. Working closely with stakeholders to align on case strategy. Compiling incident reports at the direction of leadership. Providing upward feedback, regarding the status of claims, communicating regularly with supervisors and managers. Crafting clear and concise resolution plans in order to drive fair and accurate outcomes. Effectively collaborate with and monitor third party claims administrators. Mastering knowledge of company policies and procedures inside and out, being an expert in claims verification, payment processing, dispute resolution and fraud detection. Determining compensation and validity of the claims, identifying possible claim risks and/or liaising with other departments to de-escalate active threads. This process will require excellent negotiation skills and might involve stakeholder relationships and research. Maintaining high levels of confidentiality while performing investigations. Maintain professional relationships with colleagues. Embody Airbnb Core Values and exhibit Diversity and Belonging ethos and behaviours. Secondary Function: Dedicated to project work, supporting leadership on the execution of Change Management and other initiatives. Acting as a process advisor for change initiatives and/or cross-functional projects to meet strategic goals. Acting as a mentor and advisor/SME for new hires and partners. Actively participating in cross-collaboration projects within the AirCover org. Work closely with the Product Team as a Subject Matter Expert to test, refine, ideate, and deploy new internal products. Attending functional business reviews as required. Additional Duties And Expectations Handling cases and escalations with increased complexities including stakeholder notifications and payment thresholds. Be an innovator - Think out of the box to solve problems, make process seamless and easy for all users, save cost Engage and participate in global and internal brainstorming sessions to bring forward issues and possible solutions. Support new projects, pilots and segments Assist in answering and supporting partner queries on partner slack channel New hire mentoring and support during training, nesting and ramping periods. Participate in training support when required (e.g outbound call roleplay) Focus on fully understanding and assisting peers in understanding and adhering to policies and workflows. Provide case support to peers and associates (case consults, payout thresholds, etc). Sharing best practices in reaching & maintaining high performance (SLAs, SPD, Quality). Assume POC roles in relevant areas where the business requires. Contribute to and take part in key initiatives to drive the business forward where the business requires. Perform relevant Team Coordinator duties when the business requires, including team approvals and consults. Develop and leverage strong Stakeholder management skills to communicate and collaborate with internal and external stakeholders in a professional, timely manner. Demonstrate proactiveness in identifying gaps in workflow, process and policies and in problem solving including providing upward feedback where needed. Your Expertise Language proficiency in English Be an advocate of high quality standards, innovation, resolution conflict and customer experience excellence. 1-3 years of experience in claims and dispute resolution, Insurance claims, conflict resolution, fraud or risk investigations, and/or crisis management. 2+ years of experience in customer service with calling experience Excellent interpersonal and communication skills, both written (email) and spoken (phone), to help our community in a tactful and diplomatic manner. Excellent time management, negotiation and conflict resolution skills. Passion for innovation with a ‘work smarter’, solution and action oriented mindset. Experience working with internal stakeholders and/or third party providers to resolve complex disputes in a detailed, effective and timely manner. Calm and Empathetic - you are able to adapt to any situation by personalizing responses and educating our community while remaining level headed in tough situations. Ability to learn and adapt to new technologies Working with leadership to develop and enhance internal policies, processes and tools. Bachelor’s Degree or equivalent. Additional insurance investigation or program management experience are a plus. Preferred Experience handling insurance claims, especially in the field of first party property or liability claims Understanding of ‘Third Party Administrators/Adjusters’ 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

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 We together take care of all the safety concerns of our users, few things to keep in mind while being part of safety Support your team in handling urgent, escalated personal safety cases (e.g., domestic violence, sexual assault, suicide, surveillance devices), prioritising wellness and sustainability. Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community. Work with your regional leadership to influence stakeholders and the Safety Service Manager to mitigate risks. Serve as Point of Contact for urgent or other sensitive cases within your region, spending time each week working on tickets and other escalated issues to refine subject matter expertise. Work closely with fellow global and regional Team Leads in addition to maintaining a strong connection to your cross-functional partners. The Difference You Will Make Lead the team towards the execution of the company and strategic goals following the guidance of the Operations Manager, and collaborate with the OM to develop recommendations for service improvements and regional prioritization. Manage both team and individual performance and resources to ensure compliance with policies and SLAs. Ensure individual team members are held accountable to their performance goals in a fair and equitable manner by setting clear expectations, following-up individually, and coaching team members positively to develop and improve their skills in a tailored way. Think critically and constantly evaluate policies and procedures. Work with the team to identify opportunities to improve performance and better optimize processes for the team, region, and global community. A Typical Day Keep up with day-to-day management duties such as scheduling, shift approval, team and one-on-one meetings, and managing basic HR-related issues (pay/benefits/HR policy enforcement, etc.). Enable professional and personal growth through supporting and challenging your team with feedback, one-on-ones, enabling opportunities, expectation-setting, and other growth tools at your disposal. Support your team in handling urgent, escalated personal safety cases (e.g., domestic violence, sexual assault, suicide, surveillance devices), prioritising wellness and sustainability Your Expertise Strong understanding of evidence based best practice in handling personal safety issues using a trauma informed approach Experience managing complex, escalated cases with elevated media or legal risk Strong metrics-based performance management skills Ability to work and solve problems independently, collaboratively, or through delegation. Excellent verbal and written communication skills Ability to understand and execute policies and procedures Ability to maintain confidentiality during investigation Minimum 6 years plus experience with at least 3 years relevant experience of team handling & working in high stake environment. 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. Location: Gurugram, India Show more Show less

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 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 We’re 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. Must-Have Your Expertise: 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. Show more Show less

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. 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 This individual will focus on global markets (primarily APAC and may be asked to contribute to other markets too), providing valuable insights into payment market trends, customer behaviors and competitor activities, help define and implement payments regional strategy, including identification of growth and customer experience opportunities, and acting as a market SME and liaison between the Airbnb business and Airbnb Payments. Success in this role will require collaboration and influencing all levels of the Payments and cross-functional organizations, travel, and attending payments/business forums-events. A Typical Day 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 10-18 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 the 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 the Travel industry is a plus. Strong program management skills, able to handle multiple concurrent programs with limited control over resources. Work 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. Convert complex information, including internal/external business challenges, to compelling business recommendations and best practices to improve products, processes or services. Use sophisticated analytical thought to exercise judgment and identify innovative solutions. Act as an advisor to leadership. Consistently demonstrate 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. Show more Show less

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. Senior Software Engineer, Payment Processing 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 Airbnb Payments team allows any two people in the world to frictionlessly exchange money with easy to use payments services. It is a core strategy to fulfill Airbnb’s belongs anywhere mission.We are building a world-class payments platform that moves billions of dollars, in 191 countries, with 75 currencies, through a complex ecosystem of payments partners. We build and maintain our own in-house global payments platform because no solution exists with the global reach needed. As the platform grows we’ll be adding new payment partners, global licenses, compliance and regulation controls, and building new payment experiences for our guests and hosts. The Difference You Will Make As a Senior Software Engineer in the Processing Payments Org you’ll need to be passionate about payments. You will lead through influence and collaboration to transform concepts into reality. Your deep understanding of how money moves between merchant platforms and payment processing partners, including payment gateways, processors, acquirers, card networks, and issuers will be needed for ideating, advocating, and driving system reliability across our payments platform. You’re expected to be comfortable with ambiguity, and help the team enjoy working backwards from highly ambiguous starting points by leveraging data, running experiments, and following a structured approach to build business use cases that influence a diverse team of engineers, data scientists, finance, compliance, legal, and business experts. You should be able to guide and navigate the team through technical and regulatory constraints while simultaneously distilling and communicating complex subject matter to payments and non-payments stakeholders. You will have to be passionate about building a high performing team and creating a unique culture. You will be expected to collaborate to work with engineers in the US to tackle these complex challenges. Aligned with our company mission, Belong Anywhere, we value the importance of diversity and belonging in the workplace, and that's why we commit to not discriminating on basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. A Typical Day As a Senior Software Engineer on the Payments Processing team, your mission is to design and build a payments gateway platform that is fast and easy to integrate with, reliable for money movements, smart to route our business cost-effectively, resilient to any external processor downtime in any market, and accurate for Financial reporting. We’re looking for engineers who are independent, thoughtful, creative, and passionate about building the best payment gateway platform. Critical to make technical decisions Provide technical guidance for engineers and teams Advise on architecture and propose solutions to payment problems that span multiple teams and organizations. Consult on the performance, scalability, architecture, reliability and engineering best practices of payment gateway systems. Lead a cross-team group of engineers and partner with product, data, finance, operations to push the boundaries of what payments gateway platform can support. Your Expertise 5-9+ years of industry experience Backend or Full-Stack experience in a work-setting or classroom-setting. Work experience, open-source code, or coursework in any of the following languages: C/C++, Java, C#, Python/Django, Ruby/Ruby on Rails Evidence of exposure to architectural patterns of a large, high-scale web application (e.g., well-designed APIs, high volume data pipelines, efficient algorithms). Understanding of data structures and problem solving approaches, and ability to articulate trade offs Passion for creating highly effective technology platform for our growing global workforce Experience with Agile development Be future looking; we might be focused on immediate regulations, but need to build for the long term Comfortable with tackling ambiguous problems and unblocking yourself Focus on building high quality products; every one of our flows affects the business bottom line Data driven in how you solve problems and validate you've solved them correctly Have a strong desire to mentor the careers and development of other engineers Possesses strong verbal and written communication skills. BS in Computer Science / MIS or equivalent work-related experience 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