Senior Regulatory Operations Lead jobs at Airbnb

A Typical Day:

• Conduct regular optimization calls and business reviews with high-value partners, providing timely support and building enduring relationships.
• Prospect and onboard new, high-quality supply within your assigned geography.
• Educate partners on product updates and relay feedback on product and policy issues to internal stakeholders.
• Leverage data to identify and pursue strategic growth opportunities, navigating operational complexities and allocating resources effectively.
• Build scalable frameworks, reporting, and playbooks that drive optimization, availability, and performance outcomes.
• Partner with SalesOps, RevOps, Enablement, and global peers to launch initiatives, provide executive-level reporting, and extend optimization strategies beyond the Americas.
• Lead innovative engagement projects within your territory, applying an entrepreneurial approach to strengthen market impact.
• Work cross-functionally with product, communications, policy, legal, tax, and customer support teams to ensure long-term market success.
• Provide technical guidance on API partnerships to deliver seamless experiences for hosts and guests.
• Represent Airbnb in external meetings with hosts and at industry conferences to reinforce the brand’s presence and credibility.

Your Expertise:

• 8+ years of experience in sales, account management, or team leadership, with a proven ability to build and grow strategic business relationships.
• Background in travel, hospitality, or online marketplaces strongly preferred.
  Proven success managing complex strategic accounts and driving scalable growth across a portfolio.
  Strong quantitative skills with the ability to translate data insights into actionable strategies.
• Demonstrated ability to balance strategic vision with tactical execution in fast-changing, ambiguous environments.
• Experience influencing cross-functional teams and collaborating with senior stakeholders across product, operations, and policy.
• Excellent communication and executive presentation skills, with the ability to influence at multiple organizational levels.
• Entrepreneurial and resourceful, with strong prioritization, time management, and organizational skills.
• Proficiency in CRM platforms such as Salesforce to manage and scale partner performance.
• Based in San Francisco, Los Angeles, Portland or Seattle with ability to travel quarterly within the assigned territory to maintain partner and team engagement.
• Passion for Airbnb, travel, and the sharing economy; experience as an Airbnb Host is a plus.

Offices: California, United States, Oregon, United States, Washington, United States

The Difference You Will Make:

This role specifically focuses on identity verification. You will build products that enable guests and hosts to verify their identities seamlessly and to represent themselves accurately to the rest of the community. You'll balance business goals, regulatory requirements, and regional nuances to deliver solutions for our global community.

A Typical Day:

• Creating vision and strategy for Trust & Safety products and platforms.
• Leading a cross-functional working group of engineers, data scientists, designers, operations experts, and policy experts to ensure alignment, execution, and launches
• Maintaining product backlog and the product roadmap. Own prioritization process of product solutions based on business value and customer impact
• Defining goals and success with clearly measurable objectives and key results.
• Building alignment across product teams (inside and outside of Trust & Safety), and Leadership/Executive teams.
• Anticipating bottlenecks, making tradeoffs and balancing the business needs, customer needs, versus technical or operational constraints.
• Presenting product roadmap and status to the business and Airbnb leadership on an ongoing basis. Communicate concisely and influence outcomes.
• Evaluating new product opportunities and bring forward proposals (buy, build, partner solutions) for new capabilities with data and users at the forefront
• Developing short term plans aligned with long term goals to iteratively build platform capabilities to defend against fraud, abuse, safety, unwanted bad activities, etc.
• Becoming the thought leader and entrepreneur that others within Airbnb look up to for knowledge, processes, and methods on building products and platforms

Your Expertise:

• 5+ years product management experience
• Prior product, operation, or engineering experience in security, trust, safety, risk or fraud
• Outstanding written and verbal communication ability to a diverse stakeholder audience, including a global team of C-level executives, product, and technical stakeholders
• Strong analytical, troubleshooting, and problem-solving skills
• Experience building machine learning products or technical product management
• Experienced in design, and hypothesis driven product development
• Entrepreneurial drive to achieve stretch goals in an innovative fast-paced environment
• Exceptional collaboration, partnership and influencing skills with the ability to work in a global environment across multiple locations and time zones to drive consensus across teams
• Experience leading teams through ambiguity, and high stakes trade off decisions

Offices: United States

The Community You Will Join:

• We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service management to the Airbnb community as a Manager, Regional Operations, T3. The ideal candidate is a specialist in the delivery of trauma informed care, analytical, and committed to delivering the highest standards of service through coaching and upleveling their team. This is a full time position based in U.S..

The Difference You Will Make:

• The Manager, Regional Operations, T3 supports one or more internal CS services. The Manager, Regional Operations, T3 is an operational leadership role that requires substantial experience in the delivery of trauma informed customer service and team management. Manager, Regional Operations, T3s oversee teams of approximately 10-12 Sr, Safety Support Ambassadors. ROMs should have the ability to guide and uplevel their team members in trauma informed care, demonstrating top-level coaching skills and operations management knowledge. Strong organizational skills and the ability to balance real-time and planned work are also required. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality.

A Typical Day:

• Oversee a strong operational environment for your teams and ensure high quality support for the community from your team
  • Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community, including acting as the highest escalation point for case consults and high level escalations from other stakeholders
  • Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching; must be able to create a performance development strategy/plan for your service(s).
  • Provide best practices guidelines to your team on how to handle cases and situations, and ensure that ways of working are documented and followed.
  • Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing trainings.
  • For cases that involve internal stakeholders, guide your team to take proper action to case closure and in rare cases, support with in-the-weeds case handling.
  • Collaborate with Capacity Planning & WFP on setting minimum headcount, ensuring adequate coverage, contingency planning impacts of changes, and advocating for staffing needs vs. volume/work
• Drive performance at the team manager, regional, and service level
  • Ensure individual team members are held accountable to 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
  • Manage regional performance, including identifying trends in performance, providing corrective actions and positive overall feedback, and writing year end reviews and improvement plans
  • Ability to set and articulate the vision and focus for the quarter; deliver that vision and focus through all hands-type meetings
  • Share input and recommendations about service target setting.
  • Provide oversight on the overall service performance and contribute to reporting on trends and providing a holistic picture of the service to the Delivery Director
• Build and nurture an engaged and diverse team
  • Own and manage end-to-end people strategy and operations within your team to foster a high performing and sustainable team environment. This includes hiring, driving onboarding, talent development, and people engagement/wellness/morale
  • Enable team and individual professional success through supporting and challenging your team to meet and exceed expectations with clear goals/expectations, feedback, one-on-ones, and coaching
  • Support team in professional development within team by finding and creating development opportunities and leveraging company-wide resources to regularly drive development within your team.
  • Keep up with day-to-day management duties such as time off approvals, team and one-on-one meetings, and managing Talent-related issues
  • Maintain a culture of openness, transparency and accountability allowing our teams to deliver their best work while being themselves
  • Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance and maintaining high standards of service to the company
• Support strategic initiatives within Delivery and your service as needed
  • Lead the team toward the successful execution of company or other strategic changes or goals within your service by cascading updates and changes, communicating new requirements, and providing feedback
  • Support, as needed, internal Delivery performance & operations improvement projects, in collaboration with the Delivery Excellence team and cross-functional partners
  • Think critically and constantly evaluate our procedures. Collect feedback from the team to identify opportunities to improve performance and better optimize processes for the team, service, and global community

Your Expertise:

• 8+ years of progressive experience in a trauma informed customer service organization or an operations role, with 5 years in a role directly managing staff & the employee lifecycle.
• Demonstrable experience in driving improved performance of teams as a manager
• Deep expertise in the management of highly sensitive and complex crisis case situations
• Experience in the deployment of resources to manage real-time crisis situations, including managing high severity/sensitivity cases and decision-making authority for losses
• Experience in data analysis and reporting to identify performance trends, as well as developing and implementing performance management standards
• Experience translating big picture goals and strategy into implementable and concrete actions for your teams, including setting operational or functional targets or performance goals
• Ability to work weekend days, holidays, and on-call required
• Exceptional leadership and team management skills to manage a team of professionals - comfort with conflict, giving and receiving feedback, and handling employee/Talent issues
• Background in the delivery of trauma informed care with a specialization in trauma and crisis management
• Strong communication skills to collaborate with different stakeholders and manage sensitive cases, while remaining calm and poised under pressure
• Organized and resourceful; able to juggle and multi-task, with an attention to detail and follow through even in ambiguous situations
• In-depth understanding of customer service operations and processes; able to translate that to your team
• Strategic thinking and problem-solving abilities to evaluate procedures and identify opportunities for improvement
• Ability to cascade with context and lead your team through changes
• Exceptional coaching skills, you have high EQ and know how to tailor your feedback & communication style to meet the needs of your coachee or mentee
• Cultural competency and a strong commitment to fostering diversity and inclusion within the team
• Proficiency in various data analysis and reporting tools to track performance trends (tableau, SQL, Excel, Google Sheets, etc.)

Offices: United States

The Community You Will Join:

We are seeking an accomplished and commercially minded Senior Manager, North America Enterprise & Connectivity to lead our most critical partner relationships, spanning enterprise Property Managers and software connectivity providers. This role requires a leader with exceptional commercial acumen, executive presence, and a strong bias for action in a fast-paced, highly competitive environment.

The Difference You Will Make:

As Senior Manager, North America Enterprise & Connectivity, you will play a pivotal role in shaping the future of our enterprise and connectivity ecosystem. You will lead a team that partners with the largest Property Managers and most innovative software providers in the industry — driving growth, deepening loyalty, and delivering impact for partners, hosts, guests, and the business.

Strategic & Commercial Leadership

• Own the Enterprise & Connectivity partnerships strategy for the US & Canada region.
• Deliver growth, retention, and expansion across high-value enterprise Property Managers and software partners.
• Lead negotiations and structure commercial agreements that drive mutual business outcomes.
• Build scalable operating playbooks and KPIs to ensure repeatable commercial success.

Team & Talent Development

• Build and lead a high-performing commercial team with a strong execution mindset.
• Recruit and develop top talent, fostering a culture of accountability, collaboration, and innovation.
• Establish clear career pathways and enable professional growth within the team.

Partnerships & Relationship Management

• Cultivate deep C-suite and executive-level relationships across enterprise Property Managers and software partners.
• Act as a trusted advisor and be a strong thought leader.
• Champion the voice of enterprise and connectivity partners internally to inform product, policy, and cross-functional strategies.

Cross-Functional Collaboration

• Partner with cross-functional teams including, but not limited to, Product, Policy, Trust, and Field to deliver integrated partner solutions and drive business results.
• Use data and analytics to track performance, identify opportunities, and strengthen competitive positioning.

Your Expertise:

• 12+ years of experience in strategic partnerships, enterprise account management, or commercial leadership.
• Proven track record of scaling teams and exceeding ambitious commercial targets.
• Strong understanding of enterprise Property Managers, SaaS/software ecosystems, and connectivity platforms.
• Executive presence with excellent influencing, negotiation, and relationship-building skills.
• Analytical, data-driven, and comfortable converting insights into strategies and measurable outcomes.
• Thrives in a dynamic, fast-moving, and competitive environment.

Offices: United States

A Typical Day

• Establish and nurture strong, long-term relationships with hotel owners, management companies, and strategic hospitality partners which includes conducting market visits, business reviews, and optimization calls
• Partner closely with the Senior Account Executive to contribute LA market trends and demand data to identify supply gaps so the targeted acquisition strategy will yield new high quality hotels within your region.
• Achieve supply targets and key performance indicators (KPIs) such as adoptions and conversions on different supply levers.
• Build deep relationships with key hotel decision markets across chains, independents and a variety of key brands.
• Educate partners on product updates, gather insights, and communicate feedback to internal teams.
• Use data to identify growth opportunities, address operational challenges, and allocate resources effectively.
• Build scalable frameworks, reporting tools, and playbooks that improve availability, performance, and partner outcomes.
• Collaborate with SalesOps, RevOps, Enablement, and global peers to launch initiatives and deliver executive-ready reporting.
• Lead innovative, localized engagement efforts to strengthen market influence and competitiveness.
• Provide technical guidance on API connectivity to ensure seamless partner and guest experiences.
• Represent Airbnb in external meetings and at industry conferences to reinforce our presence and credibility.
• Serve as the voice of the Los Angeles hotel market internally, synthesizing local insights and communicating partner needs to cross-functional stakeholders (e.g., Product, Communications, Policy, Legal, Tax, and Customer Support) to ensure sustainable market growth.
• Contribute to the development of playbooks, best practices, and scalable processes for hotel supply management across North America and act as a player coach to junior team members.

Your Expertise

• 10+ years of experience in sales, account management, or team leadership, with a strong track record building and growing strategic hotel relationships.
• Background in hotels, travel, hospitality, or online marketplaces is required.
• Demonstrated success managing complex accounts and scaling growth across a portfolio.
• Strong quantitative abilities, with experience translating insights into actionable strategies.
• Proven ability to set strategic direction while executing tactically in fast-moving, ambiguous environments.
• Strong business intuition with the ability to anticipate market trends and surface insights internally.
• Experience influencing cross-functional teams and partnering with senior stakeholders across product, operations, and policy.
• Exceptional communication and executive presentation skills, with influence across multiple organizational levels.
• Entrepreneurial, resourceful, and highly organized with strong prioritization and time-management skills.
• Proficiency in CRM systems (e.g., Salesforce) to manage, monitor, and scale partner performance.
• Recognized as a thought leader within the hotel or hospitality space.
• Based in Los Angeles, with the ability to travel quarterly.
• Passion for Airbnb, travel, and the sharing economy; Airbnb Host experience is a plus.

Offices: Los Angeles, United States

The Difference You Will Make:

The Lead Actuary will play a critical part in shaping the financial strategy and risk framework for AirCover’s global insurance programs. You will work with our captive insurance company, our in-house insurance agencies, and outside partners including brokers & insurance companies on these programs. You will be responsible for actuarial modeling, pricing, reserving, and capital adequacy analyses that support both our self-insured exposures and risk-transfer mechanisms through our insurer partnerships. You will bring technical expertise and strategic insights to executive leadership, underwriters, our captive insurance company, and other key internal stakeholders.

A Typical Day:

• Partner with internal and external parties to develop, price, and underwrite innovative new insurance and protection products in support of our global guests and hosts
• Manage and support Airbnb's core actuarial processes for pricing, reserving, and overall performance evaluation in support of strategic decision making around risk financing and structure
• Develop insurance pricing to support insurance placement and renewals
• Work closely with cross functional internal stakeholders to build dashboards to evaluate current program performance and recommend areas for improvement
• Work closely with cross functional stakeholders to evaluate optimal product insurance structure and pricing
• Identify emerging risks and effectively measure impact to Airbnb
• Communicate and present findings to insurance management and other internal and external stakeholders

Your Expertise:

• 10+ years of experience as an actuary with demonstrable experience working with novel risk structures
• FCAS required
• BA/BS in Math, Statistics, Economics, Finance or similar field
• Strong command of actuarial tools, statistical methods, data visualization techniques, and financial modeling (R, Python, SQL a plus).
• Comfort working within the non-traditional sharing economy insurance space
• Entrepreneurial self-starter with excellent problem-solving capabilities, judgment, communication and interpersonal skills
• Ability to work cross-functionally and actively collaborate with leaders on product, finance, legal, and data science
• Comfortable in a fast-paced environment, subject to rapid change and uncertainty
• Enthusiasm about Airbnb and aligned with Airbnb's core values.

Offices: United States

The Difference You Will Make:

• Establish and champion a high-performing engineering culture focused on technical excellence, strong ownership, and inclusion.
• Partner closely with product leaders, operations, and cross-functional stakeholders to translate and influence business priorities into technical strategy and deliverables.
• Drive the adoption of agile, iterative development processes that consistently deliver high-quality, predictable outcomes.
• Coach and mentor engineers and other leaders, elevating talent and fostering an environment of continuous learning.
• Shape and execute on the ARC strategy, modernizing the platform to meet the aspirations of differentiated and resilient global support.
• Help ensure business priorities and technical investments are balanced to delivery long term health of systems.
• Manage, grow, and inspire a distributed team of engineers working on large-scale systems at the core of Airbnb’s customer support experience.

Exciting Projects You Will Lead:

• Project Vicarius: A groundbreaking initiative that provides disaster recovery and regional failover capabilities for customer support. Vicarius ensures that even during major regional or infrastructure outages, ambassadors can continue to serve guests and hosts by intelligently routing critical interactions, especially safety cases, to available teams in alternate regions with minimal disruption.
• Differentiated Service: Build and scale the AI powered systems that deliver differentiated, personalized support to our most valued customers. This enables targeted experiences—such as expedited assistance for premium guests or specialized handling for critical issues—by deeply integrating customer attributes and ambassador skills into routing decisions.
• Routing 2.0: Lead the transformation from complex, queue-based routing to a modern, skills-based and data-driven intelligent routing engine. Routing 2.0 dramatically reduces operational complexity and unlocks more adaptive, intelligent, and efficient assignment of cases to the best-suited ambassadors based on skills, proficiency, and business goals. This project has the potential to transform how business manages routing with strategic investment in a system that can auto balance capacity (available agents) and demand (incoming contacts) to make dynamic decisions that enhance community experience.
• Skill-Based Routing:Implement a sophisticated skills and proficiency framework that matches every customer inquiry with the best-equipped ambassador. This strategic shift from static queues to dynamic agent attributes enables faster resolution, higher customer satisfaction, and more effective utilization of our ambassador workforce.

Your Expertise:

• Proven engineering leadership experience (ideally 5+ years managing engineers, with at least 2+ years at a manager-of-managers level).
• Deep expertise in large-scale backend systems, distributed services, or enterprise applications—preferably in the customer support or communications domain.
• Hands-on experience establishing agile, iterative engineering processes and driving continuous improvements in quality and predictability.
• A strong track record of influencing cross-functional outcomes and building trusted partnerships with Product, Operations, and Data teams.
• Demonstrated success in strong engineering culture with accountability and ownership around core engineering tenants such as quality, availability and scalability of solutions
• Excellent communication skills and a demonstrated ability to lead, inspire, and grow high-performing technical teams.
• A passion for delivering delightful experiences for both end-users and internal stakeholders.

Offices: United States