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Senior Manager, Safety

Airbnb · Posted Oct 16

Short-term home rentals, boutique hotel bookings, travel experiences, and hosting services

Gurugram, IndiaFull-timeOnsiteLead/Staff13+ years₹49.0L–₹70.0L yearly<25 applicants
TravelHospitalityMarketplaceConsumerPlatformPublic Company
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About the role

Airbnb's Delivery team runs Community Support at global scale, providing support to more than 100 million lifetime guests and 3 million listings in over 191 countries, with the India Global operations hub delivering several of Community Support's most sensitive and complex specialty services. The Senior Manager, Safety owns end-to-end delivery for a portfolio of Global Operations' most sensitive, highest-severity specialty services spanning close to 200 team members, with exposure to user-safety, regulatory and financial-loss risk. The role acts as senior delivery partner to global process leads, leads a multi-layered leadership team, manages executive stakeholders and drives process, policy and product improvements to reduce escalations.

What you will do

  • Drive delivery performance across the portfolio:
  • Manage the day-to-day operations of the services in scope, driving the highest level of performance from the teams and establishing the right performance management and coaching structure and cadence in collaboration with Delivery leaders and Quality teams
  • Define, monitor, report and improve efficiency and quality metrics for each service based on its performance scorecard, keeping Global operations in India aligned to global standards while accounting for local nuance
  • Adapt and pre-empt adaptations of the performance management structure based on shifting business priorities, volume patterns and peak planning
  • Bring a data-driven lens to occupancy, SLA, capacity and workforce decisions, and make timely calls when the numbers move
  • Lead and grow a multi-layered leadership team:
  • Lead a mixed layer of leadership — a Manager alongside Supervisors reporting in directly — which means being comfortable leading junior leadership hands-on rather than only through a manager layer
  • Coach Supervisors on daily performance management as readily as you set quarterly direction, and stay close enough to the floor to spot execution gaps early
  • Support Managers and Supervisors to ensure high employee engagement and delivery of a world class experience for both our community and our internal stakeholders
  • Oversee team structure, recruitment, onboarding, training and upskilling plans, and build a credible succession and cross-skilling pipeline across the portfolio
  • Be a focused, visible leader who creates supportive connections across the whole team through open communication, and who carries teams through change and periods of instability
  • Partner with global process leads and eliminate functional silos:
  • Stay ahead of global Ops priorities and make sure ACC delivery is set up to execute them — owning the on-the-ground landing of global programmes to timeline and quality
  • Surface operational pain points early enough to influence global design rather than after the fact, and carry ACC best practice back into the global forums
  • Work across services and with Quality, Training, Business Process Improvement, Analytics and WFM to eliminate functional and working silos, so process changes land consistently rather than function by function
  • Feed insights into process, policy and tooling improvements, and drive relationships and coordinate requests with shared services teams
  • Support the global consolidation agenda where ACC is scaling towards becoming the primary or sole servicing site for a skill, ensuring transitions land without disruption to the community
  • Manage senior and executive stakeholders:
  • Be responsible and accountable for executive and senior leadership stakeholder management, adapting your communication to the audience and remaining flexible and available to our leaders
  • Have a deep understanding and expertise of our operations, workflows, policies and systems, so you can assess cases yourself and make the right call on what needs to be done to solve our users' issues
  • Represent ACC credibly in global forums, holding policy, quality and risk conversations independently
  • Work with the long term in mind to reduce the volume and severity of complex cases:
  • Track and understand the common themes behind complex cases and escalations, close the loop, and set up the right forums to solve root causes with cross-functional teams across Global Ops
  • Partner with cross-functional Airbnb teams to champion improvements to our process, policies and product that improve the customer experience and reduce community escalations

Skills used in this role

Performance ManagementPeople LeadershipCoachingMentoringStakeholder ManagementProject ManagementCrisis ManagementCase ManagementChange ManagementWorkforce ManagementAnalytical SkillsCommunicationCross-Functional Collaboration

What the employer is looking for

  • Strong end-to-end frontline operations management experience in a customer-facing environment, with a track record of owning KPIs, people and business health for a large team; overall experience of minimum 13 years.
  • Highly agile — able to pick up new skills, services and queues quickly, and to re-prioritize as the portfolio and global agenda shift
  • Advanced people leadership, performance management, coaching and mentoring experience, including leading through both a manager layer and direct supervisor relationships
  • Comfortable operating hands-on with junior leadership: coaching Supervisors on daily execution while holding a longer-term agenda
  • Ability to work in a high-pressure environment with visibility to sensitive, confidential and potentially traumatic content, and to support a team working with the same
  • Experience in complex case management with VP-level stakeholders and above preferred; crisis management or Trust & Safety experience in a marketplace business is an advantage
  • Strong influencing, presentation, interpersonal and teamwork skills — able to work collaboratively and consultatively across expansive business partner organizations, including global process leads and shared services
  • Ability to handle multiple complex, fast-moving situations at once and make sound decisions with incomplete information
  • Highly organized with strong project management skills, able to switch between very tactical, urgent work and long-term planning or programme management
  • Strong analytical skills and a data-driven approach to operations
  • High energy, strong attention to detail, and the ability to prioritize and deliver in a fast-paced environment
  • Strong communication skills and the ability to take a team through significant change
  • Bachelor's degree or equivalent required; MBA or other Master's degree preferred
  • Ability to flex working hours to respond to global business demand; a high level of reactivity is expected
  • Comfortable to work in 24*7 rotational shifts with your team, and work from office in Gurugram.

Benefits and support

  • Eligible for bonus or incentives
  • Eligible for one or more equity programs
  • Employee Travel Credits

About Airbnb

Airbnb logo

Airbnb

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Airbnb operates a premier global online marketplace that connects travelers with hosts offering unique lodging accommodations, boutique hotels, and curated experiences worldwide. The platform enables millions of people to monetize their spaces and discover authentic local travel experiences across more than 220 countries and regions. By blending community-driven hospitality with innovative AI-powered tools, Airbnb has redefined the modern travel and sharing economy.

Industry
Travel
Company size
8000+ employees
Founded
2008
Location
San Francisco, California, USA
Funding stage
Public Company

Funding

Public Company · $3.07B raised

Y CombinatorSequoia CapitalAndreessen HorowitzGeneral AtlanticSilver Lake
  • 2020-04-06Series E$1B
  • 2020-04-01Private Equity$1B
  • 2015-06-29Series D$1.5B
  • 2014-04-16Series C$475M
  • 2011-07-24Series B$112M
  • 2010-11-01Series A$7.2M
  • 2009-01-01Seed$600K

Leadership

BC
Brian Chesky

Co-Founder and Chief Executive Officer

JG
Joe Gebbia

Co-Founder

NB
Nathan Blecharczyk

Co-Founder and Chief Strategy Officer

Recent coverage

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