Specialist Aml Compliance Governance jobs at Airbnb

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.

A Typical Day:

The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.

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

Your Expertise:

• 6+ 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
• Fluent in both English and Spanish, with advanced proficiency in spoken and written communication in both languages
• 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

Offices: Nevada, United States

A Typical Day:

• Develop and provide advisory services on data governance policies and procedures to ensure data integrity, compliance with regulations, and best practices in data management.
• Oversee and enhance tools for audit and advisory work related to data governance, driving the dynamic audit identification process, and creating audit plans focused on data governance.
• Partner with key stakeholders, including business and technology partners, to evaluate data needs, support robust data architecture, and align with strategic initiatives.
• Develop and deliver enterprise-wide training on data governance, collaborating with other disciplines such as Enterprise Risk, Global Compliance Services, and Data & Analytics to maintain departmental alignment.
• Stay current with industry trends and technologies to improve data solutions and practices, while working on ad hoc projects as required.
• Ensure cohesive execution of projects by collaborating with third-party resources and subject matter experts.

Your Expertise:

• 15+ years of data governance, consulting, or relevant fields, with 5+ years in managerial or project management roles.
• Proven experience as a Data Solutions Architect, Data Governance, or leading consulting or internal audit engagements focused on data governance.
• Strong understanding of AWS S3 and cloud computing technologies, along with experience in data modeling and data warehousing.
• Experience in auditing or advising on developing and enhancing data governance tools and frameworks, with knowledge of data privacy regulations (e.g., GDPR, CCPA).
• Exceptional written and verbal communication skills, with the ability to influence key stakeholders globally and cross-functionally, and communicate complex data concepts to non-technical audiences, including executive levels.
• Ability to manage multiple projects simultaneously with strong time management and prioritization skills. Proactive, creative problem solver with strong organizational skills.
• Strong interpersonal skills and ability to work collaboratively in a team environment.

Offices: United States

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 primarily be 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.

A Typical Day:

The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.

Complex case management: Provide the highest level of service to our community in each and every case

• 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
• Operate with little to no support from your leadership
• Explain 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

Combining efficiency with bespoke quality: Provide 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

• Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances
• Ability to multitask and handle multiple issues at the same time with efficiency and speed
• Ability to articulate a rationale and make decisions on when and how to make workflow exceptions
• Personalize communications to users, demonstrating the highest hospitality standards

Participating in your team’s improvement: Leverage your functional operational knowledge to proactively support the team success

• Provide insights about community experience and continuous improvement opportunities to your Management
• Collaborate with management & leadership to identify process and policy inconsistencies and recommend improvements for the dedicated user segment
• May support Management on initiatives as assigned, such as to drive performance improvements, supporting Management on consultations, acting as a subject matter expert, etc.
• 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 have gained the trust of internal & external stakeholders through effective relationship management and delivering results

• Demonstrates a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues relying on management when in doubt
• You are on-call to handle emergency situations in the evenings & weekends
• Inspire a culture where quality is a core principle.

Your Expertise:

• 4+ 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

• Excellent verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders
• Active listening skills
• Empathy and patience in dealing with customers, especially in high-pressure situations
• Strong 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
• Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders, including Executives
• 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
• Advanced computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools
• Fluency in English and Spanish, spoken and written is required.

Offices: Nevada, United States

A Typical Day:

• Lead, mentor, and develop a high-performing team of Product Specialist Program Managers, providing regular feedback, coaching, and performance evaluations.
• Foster a collaborative and supportive team environment that encourages growth, knowledge sharing, and innovation.
• Oversee workload management, resource allocation, and project prioritization for the team.
• Manage and scale the partner product specialist program program in-line with business requirements and budget.
• Drive program performance, ensuring optimal scheduling, coverage and task prioritization to successfully achieve all targets and SLAs.
• Develop and implement key performance indicators (KPIs) to measure team effectiveness and impact on product success.
• Track and measure program related performance data and provide regular updates to key stakeholders covering, SLAs, performance to targets, plus highlights and challenges.
• Collaborate with cross-functional leaders to align Product Specialist efforts with broader company goals and objectives.
• Leverage LLMs/generative AI tools to enhance the effectiveness of the team.
• Develop strong working relationships and collaborative partnerships with the various internal teams such as Product, Engineering, Training, Knowledge Management, Incident Management, Business Process Improvement, Partner Management, Finance, Research, and others.
• This is a global program, which means this role will be working with people from many different time zones and requires flexibility in the hours they’re available to take meetings.
• Stay up-to-date with the latest industry trends and advancements in quantitative and qualitative data analysis techniques.

Your Expertise:

• An undergraduate degree with a strong preference for candidates holding an MBA or equivalent advanced degree, with 12+ years of industry experience in a Program Management, Product Insights, Product Operations or equivalent role.
• Proficiency in SQL, data analysis, and data visualization.
• Proficiency in Jira and Airtable (optional).
• Self-starter, thrives in ambiguity, and has an investigator mindset of wanting to get to the bottom of problems.
• Strong problem-solving and critical thinking abilities, with a keen attention to detail.
• Excellent communication and presentation skills, with the ability to effectively communicate complex concepts to both technical and non-technical stakeholders.
• Exceptional stakeholder management skills, with a proven ability to collaborate and influence across functions.
• An agile, growth-minded approach, demonstrated through a history of driving projects from ideation to impact.
• Robust business acumen, strategic thinking skills, and the ability to make informed judgments.
• Experience managing a team including performance management and goal setting.
• Experience with process optimization.
• Experience managing projects involving cross-functional teams.
• Understanding of LLMs and desire to continue to learn in the AI space.
• Flexible and can deal effectively with changes in priorities or ambiguity.
• Prior experience in the technology industry or a fast-paced, data-driven environment is preferred.

Offices: United States

The Difference You Will Make:

In the role of Principal, SOX Compliance, the successful candidate will be responsible for continued development of our compliance program for Section 404 of the Sarbanes-Oxley Act of 2002. You will support testing of key business process SOX controls in a rapidly changing and growing company and technology environment, as a leader in the Global Risk Financial Risk & Controls group. You will evaluate the design and effectiveness of SOX controls, provide guidance to process and control owners over controls, and lead coordination with other SOX stakeholders and external auditors.

The role requires a well-rounded controls focused professional with accounting, deep platform, accounting and operational expertise. Excellent communication, resource allocation and project management skills are critical, as well as the ability to influence across functions and various levels. The position reports to the Director, Financial Risk & Controls (SOX Program Leader) that rolls up to the Head of Global Risk and Internal Audit.

A Typical Day:

• Lead the annual scoping and risk assessment exercises and determine testing approach for financially relevant processes and controls
• Partner with the SOX Program leader to determine the annual testing plan
• Perform ongoing risk assessments to identify major changes in existing processes and controls and support the business in implementing changes to processes and controls
• Provide guidance to a team of external testing resources and direct management of internal testing resources
• Lead and execute design and operating effectiveness testing for both Platform and Non-Platform business processes as well as Entity Level Controls
• Support the testing team and perform detailed reviews over design and operating effectiveness testing
• Perform judgmental control deficiency evaluations to determine potential impacts and level of severity and lead conversations with the external auditors
• Evaluate changes made to business processes and provide best practice recommendations on controls
• Apply a new perspective on existing controls to recommend efficiencies in testing and evaluation approaches
• Support business partners in maintaining internal control documentation over key processes
• Support the quarterly 302 certification process

Your Expertise:

• B.A. or B.S. in Accounting or Finance or Management Information Systems or related field
• Minimum of 9+ years of experience, preferably with some years of external audit or consulting experience with publicly traded companies
• In depth understanding and experience with the requirements of Sarbanes-Oxley Act of 2002, Section 404, COSO framework and PCAOB standards
• Deep Knowledge of platform technology marketplace environments including both 3rd party and home-grown systems
• Understanding of a service oriented platform architecture
• Experience with external auditor requirements and expectations
• Mission-driven, enthusiastic to learn and grow; team-oriented with a positive attitude and able to work in hyper-growth, fast paced environment
• Ability to work collaboratively with people at all levels of the organization, identify risks and anticipate questions, and provide actionable recommendations based on industry best practices and use influence to ensure execution
• Strong risk management experience, including: performing annual risk assessments, executing annual SOX control testing, and evaluating control deficiencies
• Role model for Airbnb core values

Offices: United States

Include insight to the working environment:

• Inclusive and supportive work environment. We promote sustainable engineering practices, well-being / healthy team dynamics, and value differences.
• Career development-- internal mobility, mentoring opportunities, and leadership development opportunities.
• Work on launching and expanding our protection products across global markets.
• Seize greenfield opportunities on a fast-growing team.
• Deliver on a strategic, multi-year platform roadmap and global rollout.
• Collaborate with product, engineering, data science, data engineering, and numerous platform teams within Airbnb.

The Difference You Will Make:

• We are looking for a self-motivated leader who is interested in working in a highly dynamic environment by collaborating with cross-functional and cross-geographical teams. As a Staff Engineer, you would be expected to bring in expertise of managing large scale, and platforms, and support Airbnb’s Tax Engineering and scale it to efficiently adapt to ever evolving regulatory needs. The systems, APIs, experiences, and tools that you develop will be used across guest and host surfaces around the world.
• As a Staff engineer, you’ll be responsible for establishing a technical vision and building alignment within engineering and cross-functional teams - all while delivering a solution that is flexible, always available, efficient, and scales with the needs of the business. Your own unique skill set, rich experiences and thought leadership will be key to success in this role.

A Typical Day:

• Lead the development and refinement of systems powering Tax.
• Partner with technical leaders inside and outside of Tax to design and build the next-generation Invoice system that is service-oriented, configurable, auditable and efficiently leverages existing Airbnb capabilities.
• Work closely with Product, Pricing, Payments, Operations and other cross-functional partners as part of a globally distributed team, to define and ship impactful features.
• Partner with other engineering teams in Airbnb to serve our users holistically.
• Lead and mentor engineers — both inside and outside your immediate team — in building solutions and developing skills.
• Advocate for and participate in efforts to advance Airbnb’s engineering processes and technical foundations. Drive systemic improvements by identifying patterns to streamline development, reduce toil and increase technical quality and operational excellence over time.

Your Expertise:

• 9+ years of experience in a hands-on software engineering role in backend / full-stack development.
• Bachelor’s and/or Master/PhD’s degree, preferably in CS, or equivalent experience
• Passionate about efficiency, availability, technical quality and system quality.
• Excellent communication and collaboration skills and the ability to work well within engineering organization and cross functions.
• Love collaborating via code reviews and architecture discussions, and are motivated to improve their teammates’ productivity
• Experience working with a microservice architecture at scale.
• Experience in Fintech, Tax, Invoicing is a bonus
• [Bonus] Experience working on a Product team or customer-centric software supporting a medium to large engineering organization.
• [Bonus] Show motivation for personal growth and learning new technologies to support the team’s needs

position is completely Remote- India

Offices: Bangalore, India

A Typical Day:

As a key member of the Privacy team, you will partner with other privacy professionals across the company to:

• Oversee and coordinate the assessment processes for AI systems to ensure compliance with privacy regulations and ethical standards related to data usage and AI functionality.
• Conduct thorough privacy risk assessments to identify and mitigate potential risks associated with AI technologies, ensuring that data handling practices align with legal and regulatory requirements.
• Collaborate with cross-functional teams to develop and implement privacy policies and procedures that promote responsible AI use, ensuring that these policies are regularly updated in response to new regulations or technological advancements.
• Work closely with internal stakeholders, including data scientists, legal teams, and product managers, to ensure that privacy considerations are integrated into the AI development lifecycle.
• Develop training materials and conduct workshops to educate employees on responsible AI practices, privacy implications, and the importance of ethical decision-making in AI deployment.
• Establish metrics and monitoring systems to track compliance with privacy standards in AI projects, providing regular reports to management and stakeholders on the status of privacy initiatives.
• Engage with external vendors and partners to assess their compliance with privacy standards in AI-related services, ensuring that third-party practices align with the organization's commitment to responsible AI governance.

Your Expertise:

• 6-8+ years of program or project management experience
• 6+ years experience in privacy, compliance, security operations and program management, preferably in a global B2C technology company
• Excellent collaboration, partnership and influencing skills with the ability to work in a global environment across multiple locations and time zones to drive consensus and deliver results in cross-functional teams.
• Demonstrated interpersonal skills as well as written and verbal communication ability to interface well with technical, operations and business partners at all levels.
• Work successfully with product and engineering teams to define requirements, contribute to technical tool selection, and actively participate in the implementation process.
• Proven ability to effectively translate complex policy and business requirements into actionable solutions, working closely with diverse levels of business stakeholders to achieve desired outcomes.
• Proven track record of effectively conducting privacy reviews and establishing successful partnerships with cross-functional teams, ensuring compliance with regulatory requirements and industry best practices.
• Strong time management and prioritization capabilities.
• Basic understanding of strategy development concepts and demonstrate an interest in program management.
• Innate capability to, directly and indirectly, lead cross-functional teams through success.
• Certified Information Privacy Professional (CIPP), Certified Information Privacy Manager (CIPM), Certified Artificial Intelligence Governance Professional (AIGP), or equivalent professional certification is not required, but preferred.

Offices: United States