דרושים Lead Cs Data Protection Operations ב-Airbnb ב-הודו

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

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:

• Build and manage professional host account relationships within the GR & SEE territory
• Directly manage accounts to meet and exceed quarterly/annual sales goals
• Analyze data and utilize data-driven recommendations to identify and action on strategic opportunities in your region to drive increase in sales
• Prospect and onboard new, high quality supply in your assigned geography
• Maintain a baseline understanding of the technical integration of various software partners so that you can provide the right support to your clients
• Represent Airbnb in external meetings with Professional Hosts
• Educate clients on all significant product changes and cascade feedback on product and policy to the relevant internal stakeholders
• Hold regular optimization calls and business reviews with your clients.
• Develop strong and long lasting partnerships
• Develop deep knowledge of your assigned geographic markets and become the go-to source for all information relating to local trends and market dynamics for internal and external partners
• Respond to and deliver exceptional service to your professional hosts in a timely and efficient manner, occasionally traveling to your market to provide in-person support and guidance
• Work cross-functionally with public policy, legal, communication and customer support teams to ensure our long-term market success.
• Engage an entrepreneurial mindset to autonomously design, develop and execute bespoke engagement initiatives for the assigned territory.
• Support host community programs in your region, contributing to the growth and engagement of Airbnb's community.

Your Expertise:

• 5+ years experience in account management, partner support and/or sales.
• 2+ years experience in hospitality/travel industry is a plus
• Fluency in Greek and English is required
• Must be willing to regularly travel to your aligned market territory. Typical expectation would be once every 1-2 times per quarter.
• Proven track record of being able to effectively work a leads pipeline and/or a book of business
• Proficient in using CRM software, specifically in working with leads, opportunities and other core objects - Salesforce and Mixmax experience is a plus
• Excellent communication and presentation skills and ability to communicate effectively with clients via phone, email, and in-person
• Proficient quantitative skills and proven ability to interpret and apply data throughout your day-to-day work
• Strong time management and prioritization skills
• Ability to work at both strategic and tactical levels, with a proven track record to execute in ambiguous environments
• Ability to work within tight deadlines, adjust to changes in priorities, and balance short-term needs with long-term strategic initiatives;
• Passion for Airbnb, travel, and the sharing economy - being an Airbnb host is a plus
• Proven experience working cross-functionally
• Charismatic self-starter who is resourceful and self-sufficient
• The role is based from our London, Milan or Dublin office (Hybrid)

Offices: Dublin, Ireland, London, United Kingdom, Milan, Italy

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