דרושים Manager Safety Regional Operations ב-Airbnb ב-Singapore, Singapore

A Typical Day:

• Translate local business and policy needs into proactive communications campaigns highlighting our impact on communities and the economic opportunities of Hosting.
• Implement communication strategies to educate internal and external stakeholders about our global policy narrative and proactive Policy campaigns.
• Partner with global and regional communications teams to localize narratives for different markets.
• Develop impactful reports, studies and other deliverables to demonstrate our social and economic value to policymakers.
• Respond to media inquiries and manage relationships with regional press.
• Draft a wide range of materials including press releases, pitches, Q&As, messaging, briefs, and executive speeches.
• Manage agency partners and external vendors as needed.
• Collaborate effectively across different business functions to ensure communications plans are integrated, aligned, and executed seamlessly

Your Expertise:

• 5+ or more years of experience in communications, public affairs, journalism, or related fields, ideally with an understanding of the APAC media landscape.
• Proven track record in policy or corporate communications, crisis management, and stakeholder engagement.
• Ability to operate in a fast-paced environment, balance multiple priorities, and work across diverse cultures and stakeholders.
• A creative and strategic thinker with strong judgment, resilience, and collaborative mindset.
• Comfortable operating in ambiguous situations, remaining optimistic and positive in difficult situations.
• Confident in leading meetings with external partners, senior stakeholders, and media.
• Exceptional organizational skills, sharp attention to detail, and the ability to manage complex projects while navigating ambiguity.
• Excellent writing and strong verbal communication skills.
• A passion for Airbnb and the mission of the company.

Offices: Singapore, Singapore

A Typical Day:

• Translate global communications priorities into locally nuanced ideas that support Airbnb’s key business objectives in the region.
• Partner in the development and management of region-wide campaigns, including Local OOAs and awareness campaigns, regional brand campaigns, celebrity-hosted stays, and product launches, ensuring flawless execution in partnership with local communications teams.
• Work closely with local, regional, and global Communications teams, along with cross-functional business partners, to develop and execute integrated communication strategies, ensuring coordinated implementation, strategic alignment, and clear measurement of campaign success.
• Leverage deep understanding of APAC’s cultural and media landscapes to drive innovative, buzz-worthy campaigns that generate wide-reaching social and traditional media coverage, while positioning Airbnb as a leader in travel and experiences.
• Develop and manage relationships with key regional media / international media.

Your Expertise:

• 8+ years of comprehensive communications experience, either in a PR agency or an in-house communications team. Previous experience in high-performing international organizations within lifestyle, tech, internet or travel sectors is a plus.
• Bachelor’s Degree.
• Fluent in English with excellent writing and verbal communications skills.
• Proven-track record of developing and executing creative consumer communications initiatives that generate positive earned media coverage, widespread awareness, and brand buzz.
• Strong awareness of pop culture and the ability to craft ideas that drive editorial media coverage and social engagement.
• Deep understanding of local cultural dynamics and trends, tailoring communications efforts to resonate with diverse audiences in Asia.
• Skilled at originating, project managing, and delivering complex, proactive press projects, ranging from research/data-driven stories and campaigns to press events, press trips, and celebrity engagements.
• Adept at collaborating with multi-functional teams in a matrix organization.
• Confident in leading meetings with external partners, senior stakeholders, and media.
• Exceptional organizational skills, sharp attention to detail, and the ability to manage complex projects while navigating ambiguity.
• Passionate about Airbnb and the mission of the company.
• Comfortable working in a fast-paced environment and adapting flexibly to change.

Offices: Singapore, Singapore

Oversee a strong operational environment for your teams and ensure high quality support for the community from your team

• Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community, including acting as the highest escalation point for case consults and high level escalations from other stakeholders
• Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching; must be able to create a performance development strategy/plan for your service(s).
• Provide best practices guidelines to your team on how to handle cases and situations, and ensure that ways of working are documented and followed.
• Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing trainings.
• For cases that involve internal stakeholders, guide ambassadors to take proper action to case closure and in rare cases, support with in-the-weeds case handling
• Collaborate with Capacity Planning & WFP on setting minimum headcount, ensuring adequate coverage, contingency planning impacts of changes, and advocating for staffing needs vs. volume/work

Drive performance at the ambassador, team, and service level

• Ensure individual team members are held accountable to performance goals in a fair and equitable manner by setting clear expectations, following-up individually, and coaching team members positively to develop and improve their skills in a tailored way
• Manage both ambassador and team performance, including identifying trends in performance, providing corrective actions and positive overall feedback, and writing year end reviews and improvement plans
• Ability to set and articulate the vision and focus for the quarter; deliver that vision and focus through all hands-type meetings
• Share input and recommendations about service target setting.
• Provide oversight on the overall service performance and contribute to reporting on trends and providing a holistic picture of the service to the Delivery Director

Build and nurture an engaged and diverse team

• Own and manage end-to-end people strategy and operations within your ambassador team to foster a high performing and sustainable team environment. This includes hiring, driving onboarding, talent development, and people engagement/wellness/morale
• Enable team and individual professional success through supporting and challenging your team to meet and exceed expectations with clear goals/expectations, feedback, one-on-ones, and coaching
• Support team in professional development within team by finding and creating development opportunities and leveraging company-wide resources to regularly drive development within your team.
• Keep up with day-to-day management duties such as time off approvals, team and one-on-one meetings, and managing Talent-related issues
• Maintain a culture of openness, transparency and accountability allowing our teams to deliver their best work while being themselves
• Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance and maintaining high standards of service to the company

Support strategic initiatives within Delivery and your service as needed

• Lead the team toward the successful execution of company or other strategic changes or goals within your service by cascading updates and changes, communicating new requirements, and providing feedback
• Support, as needed, internal Delivery performance & operations improvement projects, in collaboration with the Delivery Excellence team and cross-functional partners
• Think critically and constantly evaluate our procedures. Collect feedback from the team to identify opportunities to improve performance and better optimize processes for the team, service, and global community

• 8+ years of progressive experience in a customer service or an operations role, with 5 years in a role directly managing staff & the employee lifecycle
• Demonstrable experience in driving improved performance of teams as a line manager
• Experience in the deployment of resources to manage real-time crisis situations, including managing high severity/sensitivity cases and decision-making authority for losses
• Experience in data analysis and reporting to identify performance trends, as well as developing and implementing performance management standards
• Experience translating big picture goals and strategy into implementable and concrete actions for your teams, including setting operational or functional targets or performance goals
• Ability to work weekend days, holidays, and on-call required

• Exceptional leadership and team management skills to manage a team of professionals - comfort with conflict, giving and receiving feedback, and handling employee/Talent issues
• Strong communication skills to collaborate with different stakeholders and manage sensitive cases, while remaining calm and poised under pressure
• Organized and resourceful; able to juggle and multi-task, with an attention to detail and follow through even in ambiguous situations
• In-depth understanding of customer service operations and processes; able to translate that to your team
• Strategic thinking and problem-solving abilities to evaluate procedures and identify opportunities for improvement
• Ability to cascade with context and lead your team through changes
• Exceptional coaching skills, you have high EQ and know how to tailor your feedback & communication style to meet the needs of your coachee or mentee
• Cultural competency and a strong commitment to fostering diversity and inclusion within the team
• Proficiency in various data analysis and reporting tools to track performance trends (tableau, SQL, Excel, Google Sheets, etc.)

Offices: Singapore, Singapore

A typical day:

• Act as a daily main point of contact for journalists and a spokesperson on trust and safety related matters, including managing all aspects of reactive press requests and utilizing all relevant tools and teams available (community support, data, industry research, host and guest stories, etc.) to support Airbnb’s community and brand
• Creating written materials, including reactive messaging, press releases, story pitches, messaging briefs, talking points, Q&As, letters, reports, presentations etc.
• Provide guidance and support to key internal stakeholders, including our Public Policy, Legal, Community Support, Trust, Product, and Community Policy teams, on trust and safety communications matters
• Help prepare Airbnb spokespeople for public speaking engagements, media interviews, etc
• Identify and execute proactive press opportunities and drive national/global announcements, in support of corporate and consumer communications goals
• Develop and manage relationships with key reporters and influencers across the region.

Requirements:

• Bachelor’s Degree
• 8 years PR/Public Affairs experience working in an agency, in-house communications or a government communications role; preference to those with tech/travel/publicly listed company experience
• On-the-record experience with media
• Proven track-record working on proactive and reactive communications initiatives involving trust, crisis, policy, regulatory, corporate and financial matters
• Ability to work collaboratively with multi-functional leads in a matrix organization, and experience advising and working with cross-functional leads and stakeholders on sensitive, complex and high-profile matters
• Experience managing and working on projects in a fast-paced environment
• Strong decision-making, organizational and problem-solving skills, calm under pressure, with attention to detail and follow through to get things done
• Exceptional verbal communications and interpersonal skills
• Excellent writing skills with samples to share
• Passion for Airbnb and the mission of the company, and personal integrity that reflects Airbnb’s core values and commitment to diversity and belonging.

Offices: Singapore, Singapore

The difference you will make:

As a Senior Manager of Experiences Acquisition, you will lead a team of Sourcers across APAC and will be responsible for researching, curating, sourcing, and acquiring high-quality, in-demand experiences for the Airbnb platform. You will work cross-functionally to deliver month-over-month experience supply goals globally.

A typical day:

• Lead the Sourcing team across the APAC region
• Conduct prospect/talent outreach and qualify prospects based on established criteria
• Build relationships and develop rapport with prospects by anticipating needs and understanding unique customer environments
• Engage with prospects to ensure a smooth transition into Experiences hosting, setting them up for success during the production phase
• Produce clear and compelling visual communications and presentations, pitches, and updates to senior leadership, cross-functional teams, and external partners.
• Ensure vendor-sourced leads meet Supply definition and quality guidelines.
• Partner with our Production, Account Management and regional Sourcing teams to coordinate and manage sourcing, acquisition and production professionals to support in the acquisition of experiences as needed.
• Establish and maintain strong cross-functional relationships with stakeholders in Product, Design, and others.

Your expertise:

• 12+ years of overseeing creative development, editorial sourcing or similar experience, with 5+ years managing teams in high-growth environments.
• Proven ability to scale high-performing teams, driving growth while balancing entrepreneurial market-driven approaches with structured management.
• Creative, curatorial eye, and a knack for trendspotting. Proven sharp sense for identifying experiences that represent the current cultural pulse of a city.
• A strong track record of managing cross-functional relationships and influencing senior stakeholders.
• Consumer-centric mindset and evidence of delivering world class product/service for a renowned brand.
• Ability to direct and ensure consistently high-quality technical deliverables of a sourcing and production team, including project budgets, resource plans, goal tracking, dashboard creation and tracking, and CRM database management.
• Experience with management of outside vendors to source and acquire experiential products.
• Excellent project management, mentorship, and interpersonal skills, with a track record of inspiring diverse, cross functional project teams to achieve their best work
• Strong organizational skills, attention to detail, and the ability to manage and prioritize the coordinator and production of multiple projects and workstreams simultaneously end-to-end
• Excellent presentation and communication skills, with an ability to convey complex concepts in compelling terms to audiences at all levels, and articulate creative solutions to complex challenges
• Demonstrated ability to build strong relationships of trust and collaboration across internal and external teams, including a broad spectrum of creative, technical and business discipline.
• Track record of working closely with senior leadership and acting as a thought partner to Directors, Regional Directors, and VPs to inform strategy and decision-making yielding positive outcomes.
• Travel required

Offices: Singapore, Singapore