דרושים Recruiting Manager Foundation ב-Airbnb ב-India, Gurugram

The Difference You Will Make:

As a senior manager of advanced analytics , you will lead a high-performing team tasked with delivering actionable insights, developing robust data frameworks, driving advanced analytics solutions and building self-serve dashboards. Your expertise will shape and support Community Support’s strategic goals, including reducing contact volumes, increasing first contact resolution rates, and optimizing cost-effective service delivery.

• Leadership & Strategy :
• Lead and inspire a multidisciplinary analytics team to deliver data-driven insights for Community Support.
• Develop and execute an analytics strategy to align with organizational priorities, such as reducing contact volume, increasing first contact resolution (FCR), and optimizing cost-effective service delivery.
• Translate Community Support priorities into actionable data strategies to enhance customer satisfaction, operational efficiency, and proactive issue resolution.
• Advanced Analytics Solutions :
• Drive analytics frameworks across Community Support AI tools, operational processes, and ambassador interactions.
• Design predictive and causal modeling techniques to identify trends, optimize resourcing, and improve service experiences.
• Enhance anomaly detection capabilities and integrate predictive analytics with operational dashboards to deliver real-time insights.
• Collaboration :
• Partner across functional teams such as Product, Operations, and Data Engineering to ensure alignment of insights with business objectives.
• Work closely with engineering on logging improvements, instrumentation, and scalable tools.
• Metrics Development :
• Build and oversee impactful metrics such as Net Promoter Score (NPS), Time to First Touch (TTFT), First Contact Resolution (FCR), Solves Per Day (SPD), and advanced Service Quality metrics.
• Introduce models for measuring and mitigating silent suffering and other nuanced customer trends.
• Experimentation & Measurement :
• Lead structured experimentation, including developing power analyses, exit criteria, and statistical models for inference in key initiatives.
• Organizational Leadership :
• Foster innovation in CS analytics by organizing workshops and structured training programs tailored to address core priorities like contact volume reduction, resolution speed, and data-augmented service strategies.
• Contribute to executive-level presentations that contextualize CS performance data within broader organizational objectives, ensuring insights are framed to influence senior leaders and drive strategic decision-making.

A Typical Day:

• Owning the analytics road map, prioritization & delivery of solutions in the customer support space space.
• Collaborating with operational teams to visualize case and interaction-level data to unpack contact reason trends and efficiencies.
• Engaging with global & India based stakeholders to refine Community Support reporting frameworks.
• Lead data investigations, uncover root causes and identify opportunities for product managers.
• Building scalable insights solutions using advanced analytics techniques.
• Working closely with Product Managers and Business leads to design, execute and evaluate A/B tests. Understand common pitfalls and caveats of experimentation.
• Define how to best measure the performance of Airbnb products and business through new metrics and dimensions. Align with stakeholders, understand trade offs and guardrails, prototype metrics through custom data pipelines.
• Empower the team to answer data questions quickly and easily by building high-quality ground truth data sets and dashboards.
• Work closely with other global operations and India analytics functions.
• Drive accountability within the team and effectively manage stakeholder expectations
• Hire, retain and grow talent across the right mix of functional areas to meet payment analytics needs.
• Coach and mentor direct reports on both technical development and soft skills.
• Adapt and grow the India customer support analytics team as the business evolves.

Your Expertise:

• 15+ years of industry experience and an advanced degree (Masters or PhD preferred) in a quantitative field such as Statistics, Econometrics, Computer Science, Engineering, Mathematics, Data Science, or Operations Research.
• Proven expertise in leveraging analytics to shape customer support strategies, including reducing contact volumes, enhancing resolution rates, and improving service quality metrics such as NPS and FCR.
• Strong proficiency in Python or R programming, SQL, data modeling, ETL processes, and data warehousing concepts to ensure scalable and efficient data pipelines.
• Extensive experience in advanced statistical methodologies, including hypothesis testing, regression techniques (Linear, Logistic, Ridge, Lasso), Random Forest, NLP/Text Mining, and clustering algorithms like K-Means.
• Expertise in designing and developing BI dashboards using tools like Tableau, Power BI, or Looker, with a focus on user-centric design, advanced visualizations, interactivity features, and performance optimization.
• Demonstrated ability to design metrics and prototypes integrated with robust data pipelines, supporting actionable insights and decision-making.
• Skilled in A/B experiment analysis, statistical data analysis, and experimental design to measure effectiveness and drive continuous improvement.
• Proven communication and collaboration skills, capable of translating technical insights into actionable narratives for both technical and non-technical audiences within cross-cultural and cross-functional teams.
• Experience driving data strategies, establishing centralized sources of truth, and providing direction on analytics within diverse organizational contexts.

Offices: Gurugram, India

A Typical Day:

• Work with internal and external stakeholders, align team goals with organizational strategy, proactively identifying opportunities and adapting to evolving business priorities.
• Lead, mentor, and empower the team to achieve business goals, drive performance, and foster a high-performing team culture.
• Monitor KPIs and conversion metrics, ensuring continuous improvement through regular coaching and performance reviews.
• Enhance workflows, leverage automation, and implement AI-driven solutions to improve efficiency and scalability.
• Analyze trends, competitor strategies, and market opportunities to refine supply acquisition approaches.
• Lead high-impact projects, allocate resources effectively, and ensure timely execution aligned with strategic goals.
• Act as a key point of contact for global teams, defining business requirements and ensuring successful transitions.
• Track and analyze key performance metrics, identify improvement areas, and drive data-backed strategies for growth. Provide regular updates to leadership, ensuring transparency on project deliverables and challenges.

Your Expertise:

• Bachelor's degree in a relevant field, or equivalent practical experience.
• 10+ years of experience in supply growth, project and operations management, with at least 4+ years in a leadership role overseeing teams and driving performance.
• Proven track record in setting up, scaling and process automation.
• Excellent communication and stakeholder management skills, with the ability to collaborate across teams, influence decision-making, and align strategies with broader business objectives.
• Strong analytical and problem-solving skills, with experience in leveraging data insights to drive business decisions and improve efficiency.
• Experience in the travel, hospitality, or marketplace industries, with a deep understanding of supply acquisition, market trends, and competitive dynamics.
• Ability to adapt to a fast-paced, dynamic, and evolving work environment.

Hybrid Work Requirements & Expectations:To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following:

• Workspace : A dedicated, quiet, and private workspace free from interruptions and external noise
• Internet Connectivity : During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings
• Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved.
• Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality.

Offices: Gurugram, India

Stakeholder Management:

• Collaborate with executive-level management in the development of performance goals and long-term operational plans.
• Build and maintain relationships with all department heads, external partners and vendors to make decisions regarding operational activity and strategic goals.
• Educate stakeholders with standard transition methodology components, likely adaptations of the solution, as well as knowledge of recent transitions and changes that were made to the standard methodology.
• Ability to coordinate with stakeholders and ability to effectively address the needs and expectations.
• Ability to work with executive stakeholders and governance/report at the country leadership level.

Design and lead operations of multiple departments:

• Take end-to-end ownership of one or more departments.
• Define goals for your departments. This will require a thorough understanding of customer needs, both existing and potential.
• Define, implement and own the required org structure.
• Enable your team to ensure quality delivery in all these departments ○ Establish & execute benchmark Quality Assurance.

Design blueprint:

• Divide the solution proposed into multiple projects. Prioritize projects on the basis of impact and effort required.
• Construct, develop and execute key operational strategies.
• Develop and oversee service strategies in coordination with organizational goals and competencies.
• Produce, develop and refine Standard Operating Procedures (SOP) ○ Break down the projects further into actionable steps.
• Stitch the different steps together to form one comprehensive blueprint for the project.
• Seek input from peers to iterate. Present the blueprint to the senior management to get them on-board.

Implement:

• Define the approach for all the actionable steps.
• Build required processes with a focus on accuracy, efficiency and scalability. Try to automate as much as possible.
• Define and set up KPIs to monitor the health of the project.
• Prepare implementation guidelines. Identify resources to work with ○ Ensure training of personnel involved and identify specific/periodic training programs if need be.
• Solve queries raised by the team. If similar queries are raised frequently, incorporate in the implementation guidelines and train the team.

Monitor the growth and health of your Departments:

• Define and set up KPIs to monitor the health of the departments.
• Set up a monitoring protocol and design MIS reports.
• Manage escalated operations issues and determine proper Issue Resolution.
• Establish, deliver, manage and maintain the adoption of business controls that allow the organization to quickly identify trends and potential issues.
• Escalate in case of any non-compliance to set guidelines, quality issues etc.
• Identify New Projects from Department MIS and reviews. Modify blueprint and processes related to it which may lead to a better outcome.
• Evaluate regularly the efficiency of business procedures according to organizational objectives and apply improvements.

Hybrid Work Requirements & Expectations:

To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following:

• Workspace : A dedicated, quiet, and private workspace free from interruptions and external noise
• Internet Connectivity : During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings
• Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved.
• Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality.

Offices: Gurugram, India

The Community You Will Join:

You will work cross-functionally Supporting Trust initiatives, with the Support of Product, Service Managers, Regional Operations Managers, Operations Change Management, and Shared Services to deliver successful improvement projects with measurable positive impact and also transition these solutions to operations for sustained results

The Difference You Will Make:

• Build problem solving skills and capability within the teams through workshops, learning forums, playbooks
• Drive culture of continuous improvement within the teams
• Socialize Continuous Improvement with the stakeholders, understand the Key business requirements and build the CI strategy around them.
• Educate, build awareness and Program manage continuous improvement, FMEA framework. Identify risks & opportunities, create controls and build plans for implementation, Support business in setting up risk free operations / mitigate risks.
• People Management: Coach & mentor team members for enhanced roles and responsibilities, career growth, and Overall Development
• Streamline overall ways of working and identify opportunities for improvement
• Identify high impact opportunities, problem solve through data and process re-design and lead them to delivery

Strategy & Culture Building

• Develop and drive a culture of continuous improvement aligned with business objectives.
• Lead the CI strategy by identifying key business requirements and embedding structured problem-solving frameworks.
• Socialize the value of CI with stakeholders and establish it as a key lever for business growth.

Capability Development

• Build CI capabilities within teams via learning forums, workshops, and playbooks.
• Mentor and coach teams on RCA, Lean Six Sigma and FMEA frameworks.

Project Leadership

• Lead high-impact initiatives from concept to implementation using data, stakeholder insights, and cross-functional collaboration.
• Use project management methodologies to ensure timely and effective delivery of outcomes.

Operations Excellence

• Identify process gaps and lead re-design efforts to streamline ways of working
• Leverage large datasets for root cause analysis and influence business decisions with storytelling and insight-driven presentations.
• Translate business strategy into executable, scalable process improvements.

People Leadership

• Inspire and lead a team of Quality evaluators, driving their growth and readiness for future leadership roles.
• Foster a high-performance culture by aligning individual goals with organizational outcomes.

Your Expertise:

• A minimum of 6+ years of experience in Continuous Improvement, Process Design and process re-engineering.
• Any Post Graduate/graduate from the top ranked institutions - Preferred
• Certified Lean Six Sigma Black Belt/PMP
• Strong stakeholder management skills
• Proven track-record of developing and delivering support with positive impact to business metrics
• Experienced in project management and engaging with cross-functional teams to successfully achieve business goals
• Comfortable with large data sets, able to derive insights and storytelling through presentations.
• Excellent analytical capability & ability to translate strategy into onground implementation
• Self starter comfortable working in ambiguous situations
• Excellent Storytelling capabilities
• Good understanding of the Industry relevant automation tools & Technologies. - Preferred
• Experience of working/ collaborating with product teams to bring improvements/ impact - preferred
• Design Thinking Practitioner, Agile/Project Management certification is a plus

:To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following:

• Workspace: A dedicated, quiet, and private workspace free from interruptions and external noise
• Internet Connectivity: During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings
• Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved.
• Confidentiality & Security:

Offices: Gurugram, India

A typical day:

Internal Recruitment

• Host recruitment kick-off meetings with hiring teams
• Manage and drive the full recruitment process from initial candidate outreach to offer
• Develop a strong understanding of the recruiting process and drive/recommend improvements
• Have a finger on the pulse when it comes to internal talent pools, recommend talent outside the obvious
• Develop and drive internal sourcing capabilities

Process Management

• Ensure all interested candidates are eligible for consideration based on global internal mobility guidelines
• Drive/recommend internal mobility process improvement
• Represent the hiring team and recruiting team with integrity and professionalism

Candidate Experience

• Build an innovative and exciting candidate experience
• Manage candidate experience throughout the process, including role logistics, interview timeline, etc.
• Prepare and coach candidates for team interviews
• Provide growth-minded interview feedback

Stakeholder Management

• Provide stakeholders with an exceptional experience whilst still holding them true to the process.
• Guide and educate Hiring Managers on the importance of an equitable internal hiring process.

Hybrid Work Requirements & Expectations: To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following:

Workspace: A dedicated, quiet, and private workspace free from interruptions and external noise

Internet Connectivity: During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings

: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved.

Your expertise:

• A minimum 6 or more years of relevant recruiting work experience
• Track record for successfully identifying, qualifying, and closing exceptional candidates
• Excellent verbal and written communication skills
• A passion to define and practice the best possible candidate experience
• Experience working in a multinational company and across multiple locations a plus

Offices: Gurugram, India

The Community You Will Join:

You will work cross-functionally Supporting Trust initiatives, with the Support of Product, Service Managers, Regional Operations Managers, Operations Change Management, and Shared Services to deliver successful improvement projects with measurable positive impact and also transition these solutions to operations for sustained results

The Difference You Will Make:

• Build problem solving skills and capability within the teams through workshops, learning forums, playbooks
• Drive culture of continuous improvement within the teams
• Socialize Continuous Improvement with the stakeholders, understand the Key business requirements and build the CI strategy around them.
• Educate, build awareness and Program manage continuous improvement, FMEA framework. Identify risks & opportunities, create controls and build plans for implementation, Support business in setting up risk free operations / mitigate risks.
• People Management: Coach & mentor team members for enhanced roles and responsibilities, career growth, and Overall Development
• Streamline overall ways of working and identify opportunities for improvement
• Identify high impact opportunities, problem solve through data and process re-design and lead them to delivery

A Typical Day:

• Execute and help drive the Airbnb global quality strategy and implementation of the quality framework.
• Support implementation of the necessary QA processes, support structure and quality metrics in line with Industry best-practices (e.g. COPC) that drive performance.
• Provide Quality representation to other shared services teams ensuring quality is an integral part of the continuous improvement framework within Operations.
• Set the high bar standard to help develop a culture where quality is a core principle of operations and is advocated by all.
• Provide reporting on quality program status, performance, hiring, onboarding and outcomes to the functional manager(s) on a regular basis.
• Develop a fully trained, high-performing, motivated and empowered Quality team.
• Work with global quality teams to address escalated issues, dips in performance and the rollout of new Quality initiatives to drive performance.

Your Expertise:

• A minimum of 15+ years of experience in Continuous Improvement, Process Design, process re-engineering and/ or operations
• Any Post Graduate - Preferred
• Preferred Certified Lean Six Sigma Black Belt
• Strong stakeholder management skills
• Proven track-record of developing and delivering support with positive impact to business metrics
• Experienced in project management and engaging with cross-functional teams to successfully achieve business goals
• Comfortable with large data sets, able to derive insights and storytell through presentations.
• Excellent analytical capability & ability to translate strategy into onground implementation
• Self starter comfortable working in ambiguous situations
• Excellent Storytelling capabilities
• Good understanding of the Industry relevant automation tools & Technologies. - Preferred
• Experience of working/ collaborating with product teams to bring improvements/ impact - preferred
• Design Thinking Practitioner, Agile/Project Management certification is a plus

:To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following:

• Workspace: A dedicated, quiet, and private workspace free from interruptions and external noise
• Internet Connectivity: During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings
• Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved.
• Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality.

Offices: Gurugram, India

The difference you will make:

Success in this role will require collaboration and influencing all levels of the Payments and cross-functional organizations, travel, and attending payments/business forums-events.

Market Intelligence

• Performance Dashboards. Partner with our data analytics and cross-functional teams to implement (leverage internal market level dashboards to understand and monitor current status of key metrics.
• Research. Gather market intelligence through direct and independent research.
• Emerging Trends. Stay abreast of emerging trends through publicly available sources and by attending payment and travel industry forums

Payments regional strategy & opportunities

• Market strategy. Define and implement market-level strategies in support of business and Payments priorities and in consultation with the local business teams and cross functional Payment teams.
• Opportunities. Identify and prioritize in-market payment opportunities to materialize the strategy by leveraging in-market intelligence.
• Execution. Support materialization of opportunities, directly in early stages and indirectly as opportunities progress through their lifecycle.

Operations

• Cross functional SMEs. Identify business and payments SMEs across key functions, who will focus on market success from a payments lens.
• Organizational Alignment. Establish an operating rhythm that streamlines current engagement model, demystifies organizational complexities and better connects and aligns the payments and business teams for strategy, planning, key metrics, etc.
• Build Knowledge & Consult. Become the connecting tissue with markets and experts in payments capabilities and roadmap as well as the business’s strategies and priorities. Enable teams through payments and market expertise. Support global / regional initiatives landing in the market, specifically focusing on strategy for definition, evolution, etc.
• Incidents / Issues: Support remediation of incidents / issues affecting the region and drive remediation with urgency and ownership.
• Legal / Regulatory Updates: Stay up to date on legal risks that may affect the region from a payments perspective.
• Performance Monitoring: Monitor key payment metrics and proactively elevate variances.

Your expertise:

• BS/BA degree in business or technical field.
• Min 10-18 years of combined experience across consulting, strategy, and payments.
• Experience in the payments industry is required, ideally from a network or merchant perspective.
• Experience in consulting is required, specifically on proposing market level strategies that incorporate market research, business and payments data, and company goals.
• Must have understanding of the payments landscape in at least one of the following regions APAC and/or EMEA; while also being able to build up knowledge in new markets/regions.
• Proven excellence in critical thinking, communication, presentation, storytelling and interpersonal skills across different levels of the organization.
• Prior experience in the Travel industry is a plus.
• Strong program management skills, able to handle multiple concurrent programs with limited control over resources.
• Work independently in fast-paced and complex environments.
• Proven ability to work cross-functionally, lead strategic and tactical execution within a large functional organization, and enable collaboration (including productive friction), transparency, and accountability across teams.
• Strong understanding of software product development processes and methodologies.
• Deep knowledge and experience using collaborative project management tools and processes (e.g. JIRA, Asana, AirTable Smartsheets, Google docs, scrum, agile).
• Passion to work on unstructured business problems to help drive & influence change.
• Convert complex information, including internal/external business challenges, to compelling business recommendations and best practices to improve products, processes or services.
• Use sophisticated analytical thought to exercise judgment and identify innovative solutions.
• Act as an advisor to leadership.
• Consistently demonstrate core values and belonging behaviors.
• Ability to independently lead payments market research using proprietary, open-source, and third-party sources.

Hybrid Work Requirements & Expectations:

To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following:

• Workspace : A dedicated, quiet, and private workspace free from interruptions and external noise
• Internet Connectivity : During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings
• Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved.
• Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality.

Offices: Gurugram, India