דרושים Ex Operations Lead ב-Airbnb ב-הודו

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 7 or more 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 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 Travel industry is a plus
• Strong program management skills, able to handle multiple concurrent programs with limited control over resources
• Works 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
• Converts complex information, including internal/external business challenges, to compelling business recommendations and best practices to improve products, processes or services
• Uses sophisticated analytical thought to exercise judgment and identify innovative solutions
• Acts as an advisor to leadership
• Consistently demonstrates 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

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

About you

• You come from an Online/Offline Risk background. Able to solve new or escalated problems which require considerable judgment.
• You set the highest standards of quality for your work, and hold yourself and others accountable.
• Able to act as a subject matter expert and provide inputs on how we can enhance internal policies, tools and workflows.

The Difference You Will Make:

• As an Operations Investigation Specialist, you’ll drive towards mastery in your role, challenge the status quo, be accountable and share your opinion. You think about the community, participate in Airbnb wide initiatives on how we can improve our product, services and user experience. You use logic, gather data and analyze data to propose effective solutions to a variety of problems. You dig deeper and utilize all available resources to reach the best possible solution. You exchange complex information and ideas effectively, able to use tact and diplomacy when dealing with your own and other teams.

A Typical Day:

• Enhance your Risk management, fraud prevention skills, Operational skills.
• Work with the Global teams including product, policy and legal.
• Exposure to work with a diverse culture.
• Suggest operational improvement ideas and see the ideas getting implemented.
• Improve your data skills.
• Improve your stakeholder management skills
  Be a Subject Matter Expert in operation / process / workflow improvements

Your Expertise:

• 2-4 years of experience within risk management, fraud prevention, or Trust and Safety
• Excellent interpersonal and communication skills, both written and verbal.
• Solution and outcome-oriented
• Excellent problem solving, critical thinking, analytical, ability to organize and work independently with rapidly changing priorities.
• Working with operational lead to support cross-functional groups to develop and enhance internal policies and tools such as increasing automation, updating policies, and fixing product loopholes
• Ability to detect vulnerabilities in existing and new products or features, making suggestions to improve it through data gathering and analysis.
• Ability to anticipate the ever-evolving fraudulent behaviors through data monitoring and analysis. Follow up with Product and cross functional teams to take pre-emptive actions to prevent fraud.
• Desire to work in a fast-paced and rapidly changing environment. Ability to multitask, learn and adapt to new technologies.
• Familiarity with the Google suite: mail, docs, sheets, and slides.
• Fluency in another language other than English will be a plus.
• Experience of working as a Subject Matter Expert with cross functional and cross regional working group.

• 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

A Typical Day:

• Review and respond to employee inquiries in a timely manner. Ensure accuracy and completeness of responses for high quality Employee Experience with a top notch level of customer service
• Employee lifecycle management; including onboarding, offboarding, employee job changes, knowledge of employee benefits
• Seek opportunities to streamline and improve experience for new hires
• Maintain data accuracy and compliance with SOX protocols
• Assist with Weekly Data Audits
• Build strong working relationships with partners, peers, and stakeholders to efficiently and accurately complete job duties
• Identify and recommend process improvements to drive efficiencies, improve employee experience, and/or data accuracy
• Partner with EX Core Operations team members and other cross functional teams (Recruiting, Ground Control, IT, Payroll, Benefits, Talent Partners) on regional and global projects

Your Expertise:

• Experience with Google Suite and Microsoft Excel is a must have.
• Knowledge of Workday and Jira strongly preferred.
• Experience in shared services or customer service strongly preferred 1-2 years of experience in a corporate environment
• Self starter, solution-oriented approach
• Solid organisational and time management skills
• Collaborative nature
• Professional manner and discretion with confidential information
• Attention to detail and process oriented
• Strong verbal/written communication
• Ability to prioritise effectively and balance multiple tasks
• Passionate for continuous improvement

Offices: India

The Difference You Will Make:

• As the Claims Operations Manager, you will lead a team that helps drive the success of our vision to deliver unmatched products and services so everyone can host and travel with confidence.
• Deliver community delight to our users by tailoring experiences and the services we offer to their unique and specific needs. In this role, you’ll help create and influence the direction we wish to take the AirCover organization.
• You will touch all three areas of our AirCover brand; AirCover for Hosts, AirCover for Guests and Guest Travel Insurance.
• You will also develop a deep understanding of each of our customer’s desires, and will go above and beyond to ensure we create personalized interactions that leave a lasting impression.
• By leading a team of Claims Specialists you will be responsible for overseeing the end-to-end claims processes at a strategic level, making fast data driven decisions and ensuring we create a deep and ongoing empathy for our customers whilst providing clear guidance on helping them navigate the claims process. You'll also advance team engagement through people and culture initiatives, and focus on their growth to nurture and develop world class talent.
• You will work as part of a cross-functional team to drive the success of the company's products and services. You will be responsible for driving and executing strategies that also improve community engagement, and community protection, while ensuring operational excellence across the Aircover suite of products and services.

A Typical Day:

• Bring and share strategic vision for the end-to-end customer claims handling experience, including dispute resolution and feedback management
• Collaborate on the development and implementation of new policies and procedures to ensure our service delivery is effective and delivers a seamless experience for our community
• Manage and lead the Claims operations team in ACC Gurgaon, ensuring optimal delivery of performance and productivity
• Support and work with senior leadership to develop and execute on our one-company roadmap and Aircover strategic pillars.
• Develop and maintain relationships with external partners, such as insurance carriers and claims adjusters, to ensure that claims are handled efficiently and effectively.
• Inform the business on team performance metrics and quality, identifying opportunities to improve the customer experience, and driving upstream changes with operations and product leaders.
• Partner closely with cross-functional teams to deliver a scale-first organization by aligning on key metrics, goals & deliverables
• Strive for the continuous improvement of our operational workflows and processes
• Analyze performance data to identify opportunities for process improvements and optimization of the customer experience
• Collaborate to design strategies to improve customer engagement, community building, and community protection
• Ensure the operations team is fully aligned with the company's mission, values and roadmap
• Drive key initiatives to improve growth, engagement and belonging within the team
• You will be responsible for reporting at Weekly, Monthly, Quarterly and Annual Business Reviews for your area.
• You will build, foster and support your team, while holding team members accountable to expectations and performance.
• You will serve as a thought leader with stakeholders such as Trust, Legal, Privacy, CS Safety, Product Management, Policy, and understand how the policy/product roadmap impacts risk mitigation of emerging threats.

Your Expertise:

• 10+ years’ experience in customer experience management and operational excellence, preferably in high tech and/or insurance organizations.
• Strong track record (> 5 years) of leading, recruiting, and coaching high performing teams at a global level.
• Insurance experience preferred
• In depth understanding of claims handling processes and regulations.
• Knowledge of customer experience best practices and trends
• Open, collaborative style with a Airbnb-first mentality.
• Proven track record of developing and executing successful strategies tailored to specific customer experience groups
• Ability to operate within a constantly changing environment with strong bias for action, including the ability to juggle multiple priorities and effectively deliver in a fast-paced, dynamic environment.
• Demonstrated ability to identify and resolve issues through effective problem solving skills.
• Proven ability to negotiate skilfully in difficult situations with both internal and external groups.

: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:

• You will be a part of the Airbnb Supply Operations team and will focus on the development of best in class tooling platforms that can accelerate our efforts to onboard and manage high quality supply on
  our platform.
• You'll be responsible for evolving the technology that underpins our Host Scaled Operations processes, addressing the inherent complexities of managing the lifecycle of millions of Airbnb Hosts.
• You will partner with a cross functional team of engineers, designers, product managers, data scientists, and operations experts to deliver world class quality supply. Your work will be pivotal toshaping the future of hospitality and travel.
• You will monitor and drive development progress of our technology implementation plans, identifying roadblocks, and removing them.
• You will combine agility, flexibility and strategic vision to balance long term and short term needs.

A Typical Day:

In the fast-paced and dynamic environment of Airbnb, no two days are the same. While the landscape is ever-evolving, here are some of the activities you'll engage in on a typical day:

• Collaboration with Engineering team : Review ongoing projects, ensuring alignment on priorities and addressing any immediate blockers. Collaborate closely with the engineering team to clarify requirements, refine requirements, and ensure that our initiatives are set up for success
• Deep Dive with Operations team : Understand the challenges and needs related to supply scaled operations, gathering insights to inform product decisions.
• Idea Generation: Dedicate time to sit with engineers and operations leads, brainstorming and discussing innovative solutions. Together, explore alternative approaches, and pinpoint opportunities for product and process enhancements, ensuring the technology we build effectively meets our business needs.
• Data Analysis : Analyze data to measure tool impact, identify usage patterns, and spot areas for optimization.
• Stakeholder Meetings: Engage with internal stakeholders from various departments to gather feedback, manage expectations, and communicate upcoming changes. Many of these meetings would be in the US timezones and this flexibility is imperative.
• Feedback Loop: Establish regular feedback sessions with our Scaled Operations team members and leadership, ensuring their insights and concerns are at the forefront of product development.
• Product Roadmap Definition: Dedicate time to define, review and adjust the product roadmap, ensuring alignment with business goals, team needs, and user feedback. Write Product requirement documents to advance product roadmap.
• Vendor Management : Engage with potential technology vendors as part of a build vs. buy evaluation, assessing the feasibility and advantages of external solutions to meet our needs.
• Close Collaboration and office presence : This role will require working closely with cross-functional teams, and regular in-office presence as necessary to enhance collaboration in alignment with business needs.

Your Expertise:

• Bachelor's degree in a relevant field, or equivalent practical experience.
• Minimum 10 years experience in digital tools and technology, with a proven track record of delivering impact in a dynamic product environment.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Familiarity with agile methodologies and ability to adapt in a fast-paced environment.
• Passion for Airbnb's mission and values.

: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

A Typical Day:

• Embody Airbnb’s Core Values and represent our friendly, genuine and passionate Airbnb culture by being a host to our employees with their queries and managing the Employee Help Desk through a ticketing system
• Workday (HRIS) Administration including new joiner hiring, termination processing, position management and supervisory org management
• Conduct self-audits and flag the requirements with internal stakeholders on a defined schedule
• Responsible for managing the employee documentation at the time of joining and ensure employee life cycle personnel files are up to date as per the internal compliance document
• Partner with Payroll and Recruiting Specialists for accurate and efficient processing of all new hires joining information, employee documentation, terminations and personnel changes, in a timely manner
• Update all trackers and ensure data entry is done as per process requirement
• Ensure no dues clearance and coordinate all exit formalities in partnership with relevant stakeholders
• Build and maintain cross functional relationships that improve collaboration and key decision making that aids in the delivery of a world class employee experience.
• Proactively identify and drive implementation of continuous improvement opportunities and refine talent experience processes in partnership with stakeholders

Your Expertise:

• 4+ Years relevant HR experience in Workday Consulting, with preference of prior HR operations experience
• Experience in international working environment through virtual conferencing
• Ability to manage competing demands while being adaptable and agile
• Detail and process oriented with a strong drive for excellence
• Proficiency in Workday, Excel
• Experience with iOS/Google G Suite is preferred
• An interest in travel is a plus!

Offices: India