Senior Principal Data Governance Internal Audit jobs at Airbnb in Ireland

The Difference You will Make:

The Senior Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a Senior Specialist, Premium Support, you will be primarily responsible for providing end-to-end support to key members of our community experiencing an issue with their reservation, including but not limited to the Luxury segment. You will take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way.

A Senior Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They will be expected to work in strong autonomy, being able to assess a case & constantly looking for the right solution for both Host, Users and internal stakeholders. As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.

Complex case management: Provide the highest level of service to our community in each and every case, including handling the service’s most severe and urgent cases

• Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools
• Take end-to-end ownership of all assigned cases: ensuring a completefinalresolution is reached based on workflows, management guidelines & your own assessment of the case situation
• Become a subject matter expert in Airbnb policies and procedures
• Explains and simplify complex information, provide appropriate context, and address complex questions with confidence
• Ability to negotiate & mediate between Host & Guest in resolving the issues at hand on high-stake & high-value reservations
• Proactively anticipate users expectations regarding case resolution and work towards the best outcome for all parties involved, thinking outside the box & constantly looking for compromises
• Manage highly sensitive cases end to end that might include working cross functionally with Legal, Policy, other services, etc.
• Operate in full autonomy, making the decisions to follow or go outside of workflows to resolve our customers issues with the best outcome possible from both our community & business expectations

Combining efficiency with bespoke quality: Set the gold standard for performance for the service, providing consistently personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention

• Acts consistently impeccably in handling of customer-facing casework, personalizing communications and demonstrating the highest hospitality standards
• Drive cases to conclusion with a sense of urgency and without error, using strong judgment to make exceptions in ambiguous situations

Participating in your team’s improvement: Leverage your functional operational knowledge to proactively lead the team to succeed

• Provide insights about community experience and continuous improvement opportunities to your Management
• Supports the simplification of complex processes and ways of working within the team
• Supports Management on initiatives as assigned, such as to drive performance improvements, supporting management on consultations, acting as an SME, etc.
• Supports onboarding of new employees
• Be a positive force in the team and help management drive & land changes with the least frictions possible
• Willing to take on various tasks and responsibilities as needed (including moving teams) and showing openness to new challenges and a proactive approach to work

Stakeholder engagement: You build and maintain strategic partnerships to achieve team or functional goals

• Demonstrates a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues relying on management when in doubt
• Write clearly and concisely, translating complex ideas to multiple audiences, and knowing which stakeholder needs to be consulted about what
• Build & nurture relationships outside of your team
• You are on-call to handle emergency situations in the evenings & weekends
• Inspire a culture where quality is a core principle.

• 5+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts
• Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.
• Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly.
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs

• World class interpersonal and communication skills, both written and spoken, including conflict resolution.
• Active listening skills
• Empathy and patience in dealing with customers, especially in high-pressure situations
• Excellent organizational skills, including prioritization, multitasking, attention to detail, and meeting goals and commitments
• Passion for delivering exceptional customer service and setting a high bar
• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively
• Ability to adapt to new tasks and responsibilities as needed.
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments.
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.
• Experience engaging with executive-level stakeholders, and demonstrated ability to explain complex ideas simply and clearly
• Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders, including Executives
• Advanced computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools
• Language proficiency in English and Spanish, spoken and written, is required.

Offices: Ireland

The Community you will join:

This role also plays a key part in, so you’ll need to be comfortable creating and presenting
executive summaries, reports, and data-driven storiesthat influence decision-making across the business.

You’ll be part of a global team, supporting high-priority projects such as product launches, escalations, or deep dives into Customer Support (CS) interactions. You’ll be expected to work independently, lead initiatives, and collaborate effectively across teams, functions, and time zones.

The difference you will make:

• Provide daily support for Quality programs.
• Design and oversee deep-dive projects for regional QIA teams to drive service improvements, managing through to project completion.
• Execute QI and ad-hoc after-action reviews.
• Use transaction monitoring insights to develop targeted continuous improvement initiatives for customer service enhancements.
• Participate in and lead global calibration sessions with internal and partner teams to standardise Quality monitoring and Problem Solving methodologies.
• Provide feedback on coaching effectiveness for internal and partner Team Leads, fostering a coaching culture.
• Coach CS agents to achieve Quality program standards.
• Act as the Quality representative for other CS teams (e.g., CM, BPI, Training) and contribute to relevant projects.
• Collect, analyse, and propose changes derived from Support Ambassador roundtable insights at internal and partner sites.
• Travel to partner sites to implement, train, and run key QA initiatives (e.g., onboarding workshops, certifications).
• Master CS policies, procedures, and workflows, ensuring timely knowledge updates for regional QIA teams.
• Conduct spot checks on Quality Analysts and report findings to their QA Leads/Managers.
• Recommend actions to improve based on QA dashboard outcomes.
• Up-skill in relevant or new service tiers when needed.
• Lead Quality at partner sites if required.

A typical day:

• Pursuing Excellence ; setting the highest standards for the quality of work produced while holding yourself and others accountable
• Collaborative ; skilled working with cross-functional peers/teams
• Presenting and Influencing ; ability to develop action plans, business cases and data driven reporting that you would present to all levels of the organisation
• Coaching ; You objectively analyse performance and provide regular feedback. You modify your approach to suit your audience. Ability to maintain high levels of confidentiality while providing analysis and coaching.Maintain high levels of confidentiality while performing analysis and coaching
• Solving Problems ; You quickly identify root causes as well as subtle, hidden issues. You use logic to propose effective solutions to a variety of problems. You dig deeper and utilize all available resources to reach the best possible solution.
• Managing Time Efficiently ; You prioritise correctly, focusing your efforts on the things that are most important. You stay organised to ensure successful multitasking.

Your Expertise:

• Extensive experience in a Quality Assurance, Quality Analyst, or Quality Specialist role within a high-volume Customer Experience or Customer Support environment
• Proven track record of evaluating customer interactions, spotting trends, and delivering actionable insights
• Strong experience working cross-functionally with teams such as Training, BPI, and Operations to drive quality improvements and enhance the customer journey
• Working knowledge of contact center end to end processes
• Working knowledge of customer service assessment tools, i.e., Net Promoter System
• Working knowledge of google suite, including sheets
• Experience leading, inspiring and motivating others to meet goals and metrics
• Passionate about setting a high bar of exceptional customer service
• Highly-developed analytical and critical-thinking skills
• Ability to spot trends in data and provide recommended actions to drive performance
• Excellent written and verbal communication skills
• Ability to obtain COPC certification
• Bachelor’s degree required
• Travel to partner sites expected up to 20%
• Work with Operations teams in the region to address escalated issues, dips in performance and the roll out of new Quality initiatives to drive performance.
• Ability to create and deliver presentations to the organisation

Offices: Dublin, Ireland

A Typical Day:

• Collaborate with technical teams to drive optimisation of the routing rules and flows to ensure optimum customer experience and business efficiency
• Collaborate with technical teams and product managers to drive requirements & strategy for customer contact channels
• Maintain industry knowledge of current & evolving technologies for channel routing and optimisation
• Define and drive routing prioritisation including hours of coverage, overflows and service level protection
• Work closely and collaboratively with CS operations and engineering teams to ensure reliable operations and SLAs are met or exceeded
• Establish and support the ongoing process for real time updates to channel routing including updates to routing messages and announcements to cover all emergency situations and coordinate delivery through our real time teams
• Queue management maintenance and updates
• Support project teams in creating new routing flows, routing rules and agent permissions
• Supports movement of worktypes between inhouse and partner operations by delivering changes to routing and routing rules
• Actively support tactical changes during backlog situations with overflow routing, concurrency settings and conditional group routing ring timeouts
• Work with the team and stakeholders across CS, Product and Engineering to ensure we are optimising our contact routing
• Support and consult on development of channel performance dashboards and alarms
• Execution of roadmaps and plans for contact channels to support the business and collaboration with other areas of the business for prioritisation within the overall roadmap

Your Expertise:

• Strong technical CS experience in large scale operations
• 3+ years experience in similar role supporting channel routing, rules and configuration
• Experience as a Genesys administrator is a plus.
• Bachelor's degree ideally in a business discipline
• Exceptional collaboration, partnership and influencing skills with the ability to work in a global environment across multiple locations and time zones
• Demonstrated interpersonal skills to interface well with operations and business partners at all levels
• Outstanding written and verbal communication ability to a diverse stakeholder audience, including a global team of C-level executives, product, and technical stakeholders
• Strong customer engagement and relationship management skills
• Comfortable in an ambiguous matrixed organisation
• Strategic platform and system thinker who can balance big picture strategy with detailed, flawless execution
• Creativity and ability to work independently with limited guidance with proven ability to create structures and develop operational concepts
• High tolerance for ambiguity and ability to perform under pressure to meet deadlines
• Self-motivated and driven, used to being in a fast-paced environment
• Analytical - ability to tell a story with data and metrics, well developed problem solving and analytical skills , strong attention to detail

Offices: Dublin, Ireland

The Difference You will Make:

We also work to educate our hosts and guests to promote positive experiences and maintain security and safety while using Airbnb responsibly. Amongst other responsibilities, you’ll also be responsible for managing cases involving damages, monitoring flagged and inappropriate content, and identify and report trends in online risk. You will work with Safety support teams to develop and enhance internal policies and tools.

A Typical Day:

• Focused on understanding and ramping up core work, by establishing and maintaining rapport with community members, other team members and key stakeholders
• Recognize case type/severity while de-escalating crisis and managing other people’s emotions
• Focused on fully understanding policies and their rationale, while implementing them to ensure the best interest of our community is satisfied
• Working with Safety lead to develop and enhance internal policies, processes and tools.
• Ensure metrics driven performance
• Management of cases with varying complexities involving safety concerns, by using trauma informed methodology and best practices
• Implementation of emergency plans and ability to communicate them in an effective and sensitive manner to individuals needing support
• Ability to summarize incidents, collaborate across various support teams and keep key stakeholders informed
• Maintaining high levels of confidentiality while performing investigations.

Your Expertise:

• 4+ years of relevant experience in customer service, mediation, emergency services, Trust & Safety operations, or a similar role operating in a contact center environment making calls and handling customer/client contacts
• Background in advocacy, crisis management, mediation, clinical/non-clinical social work, or e-commerce customer service
• Must be fluent in one of the following languages: French, Spanish, German, Italian, Mandarin and Portuguese
• Ability to plan, prioritise and organise tasks and communications
• Ability to learn and adapt to new technologies
• 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.
• Ability to collaborate with internal stakeholders and/or third party providers to resolve conflicts in a detailed, effective and timely manner.
• Calm and Empathetic - ability to adapt to any situation by personalizing responses and educating our community while remaining level headed in tough situations
• Emotional intelligence - ability to recognise personal stress triggers and in others, self-awareness, bounce back and demonstrated ownership of self-care.
• Ability to work under pressure and quick decision making when faced with conflicting demands
• Humanitarian work or working experience with populations who have experienced various types of trauma
• University Degree and/or 3+ years relevant experience

Offices: Dublin, Ireland

The Difference You Will Make:

• You will be a key member of our growing Threat Detection & Response (TDR) EMEA team.
• You will get an opportunity to define and execute on novel approaches to detecting, containing and mitigating threats and incidents.
• You will partner with cross-functional partners across the company to improve the overall security of Airbnb driven by learnings and root cause analysis of investigations and incidents resulting in removal of entire classes of problems.

A Typical Day:

• Investigation & Response: Perform investigations of security incidents using your knowledge and understanding of digital forensic artifacts, log data analysis and/or developing automation for investigation & response capabilities that scale.
• Incident Handling: Coordinate and drive resolution on a diverse range of incidents as part of an on-call team. Analyse root causes, trends and systematic issues.
• Detection Engineering: Create and automate threat detection and hunting based on indicators observed during incident response or from other threat intelligence.
• Technical Leadership: Help define and execute strategy for threat detection and incident response.
• Influence & Communication: Collaborate well with cross-functional partner teams, such as Legal, Privacy, and Engineering for efficient, large-scale response.

Your Expertise:

• 5+ years of hands-on technical experience in security engineering, systems engineering, software engineering, network engineering, or privacy engineering.
• 3+ of those years of experience in incident response including host and cloud forensics, incident management, threat intelligence, threat hunting, and/or security detection.
• Bachelor's degree in a related technical field or equivalent practical experience.
• Ability to lead people in complex, ambiguous situations through influence and not authority.
• Ability to work calmly and collaboratively in critical situations with expediency.
• Outstanding organisational, prioritisation, and multitasking skills.
• Experience automating security detection and response.
• We are not focused on specific tools but we often use Python, AWS, SQL, and more.

Offices: Ireland

The Difference You Will Make:

• You will be a key member of our growing Threat Detection & Response (TDR) EMEA team.
• You will get an opportunity to define and execute on novel approaches to detecting, containing and mitigating threats and incidents.
• You will partner with cross-functional partners across the company to improve the overall security of Airbnb driven by learnings and root cause analysis of investigations and incidents resulting in removal of entire classes of problems.

A Typical Day:

• Investigation & Response: Perform investigations of security incidents using your knowledge and understanding of digital forensic artifacts, log data analysis and/or developing automation for investigation & response capabilities that scale.
• Incident Handling: Coordinate and drive resolution on a diverse range of incidents as part of an on-call team. Analyse root causes, trends and systematic issues.
• Detection Engineering: Create and automate threat detection and hunting based on indicators observed during incident response or from other threat intelligence.
• Technical Leadership: Help define and execute strategy for threat detection and incident response.
• Influence & Communication: Collaborate well with cross-functional partner teams, such as Legal, Privacy, and Engineering for efficient, large-scale response.

Your Expertise:

• 5+ years of hands-on technical experience in security engineering, systems engineering, software engineering, network engineering, or privacy engineering.
• 3+ of those years of experience in incident response including host and cloud forensics, incident management, threat intelligence, threat hunting, and/or security detection.
• Bachelor's degree in a related technical field or equivalent practical experience.
• Ability to lead people in complex, ambiguous situations through influence and not authority.
• Ability to work calmly and collaboratively in critical situations with expediency.
• Outstanding organisational, prioritisation, and multitasking skills.
• Experience automating security detection and response.
• We are not focused on specific tools but we often use Python, AWS, SQL, and more.

Offices: Ireland

The Difference You will Make:

The Senior Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a Senior Specialist, Premium Support, you will be primarily responsible for providing end-to-end support to key members of our community experiencing an issue with their reservation, including but not limited to the Luxury segment. You will take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way.

A Senior Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They will be expected to work in strong autonomy, being able to assess a case & constantly looking for the right solution for both Host, Users and internal stakeholders. As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.

Complex case management: Provide the highest level of service to our community in each and every case, including handling the service’s most severe and urgent cases

• Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools
• Take end-to-end ownership of all assigned cases: ensuring a completefinalresolution is reached based on workflows, management guidelines & your own assessment of the case situation
• Become a subject matter expert in Airbnb policies and procedures
• Explains and simplify complex information, provide appropriate context, and address complex questions with confidence
• Ability to negotiate & mediate between Host & Guest in resolving the issues at hand on high-stake & high-value reservations
• Proactively anticipate users expectations regarding case resolution and work towards the best outcome for all parties involved, thinking outside the box & constantly looking for compromises
• Manage highly sensitive cases end to end that might include working cross functionally with Legal, Policy, other services, etc.
• Operate in full autonomy, making the decisions to follow or go outside of workflows to resolve our customers issues with the best outcome possible from both our community & business expectations

Combining efficiency with bespoke quality: Set the gold standard for performance for the service, providing consistently personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention

• Acts consistently impeccably in handling of customer-facing casework, personalizing communications and demonstrating the highest hospitality standards
• Drive cases to conclusion with a sense of urgency and without error, using strong judgment to make exceptions in ambiguous situations

Participating in your team’s improvement: Leverage your functional operational knowledge to proactively lead the team to succeed

• Provide insights about community experience and continuous improvement opportunities to your Management
• Supports the simplification of complex processes and ways of working within the team
• Supports Management on initiatives as assigned, such as to drive performance improvements, supporting management on consultations, acting as an SME, etc.
• Supports onboarding of new employees
• Be a positive force in the team and help management drive & land changes with the least frictions possible
• Willing to take on various tasks and responsibilities as needed (including moving teams) and showing openness to new challenges and a proactive approach to work

Stakeholder engagement: You build and maintain strategic partnerships to achieve team or functional goals

• Demonstrates a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues relying on management when in doubt
• Write clearly and concisely, translating complex ideas to multiple audiences, and knowing which stakeholder needs to be consulted about what
• Build & nurture relationships outside of your team
• You are on-call to handle emergency situations in the evenings & weekends
• Inspire a culture where quality is a core principle.

• 5+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts
• Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.
• Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly.
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs

• World class interpersonal and communication skills, both written and spoken, including conflict resolution.
• Active listening skills
• Empathy and patience in dealing with customers, especially in high-pressure situations
• Excellent organizational skills, including prioritization, multitasking, attention to detail, and meeting goals and commitments
• Passion for delivering exceptional customer service and setting a high bar
• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively
• Ability to adapt to new tasks and responsibilities as needed.
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments.
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.
• Experience engaging with executive-level stakeholders, and demonstrated ability to explain complex ideas simply and clearly
• Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders, including Executives
• Advanced computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools
• Language proficiency in English and French, spoken and written, is required.

Offices: Ireland