Lead Payments Operations, Incident Management

Role Overview: Airbnb Capability Center in Gurgaon was established in 2017 to provide specialized operational services supporting Airbnb's global business and functions. The multi-skilled teams in our offices have a deep understanding of the business and community, creating a hospitable and welcoming environment for all. Key Responsibilities: - Monitor and escalate material variances to Product, Engineering, Analytics, Customer Support, or external providers as necessary. - Drive cross-functional resolution of incidents, issues, and escalations affecting hosts, guests, or partners. - Utilize incident, issue, and escalation data to identify systemic issues and suggest improvements in resiliency, cost efficiency, and customer experience. - Facilitate the adoption of new processes to ensure alignment across functions. - Develop high visibility dashboards and reporting for incidents to enable proactive issue detection and rapid response. - Ensure consistent compliance with regulatory and entity-specific SLA obligations to reduce compliance risk. - Establish institutional learning loops where incidents lead to tangible enhancements in policies, SLAs, and product capabilities. Qualifications Required: - Minimum 5 years of experience in incident, issue, and escalation management for operations. - Proven track record in managing complex, high-stakes escalations with urgency and precision. - Background in working with regulated financial entities or in environments with strict SLA requirements. - Strong analytical skills to translate performance data into actionable insights. - Excellent cross-functional communication and collaboration abilities. Additional Company Details: Airbnb is dedicated to fostering diversity and inclusion in its workforce. The company values diverse ideas that drive innovation, engagement, and the attraction of creatively-led individuals to develop top-tier products and solutions. Qualified individuals from all backgrounds are encouraged to apply.,