דרושים Insider Threat & Cyber Investigations Lead ב-Airbnb ב-ארהב

The Difference You Will Make:

The Corporate and Crisis Social team is looking for a policy social lead who will be responsible for spearheading a robust organic policy social strategy for the company with the goal to advance the company's reputation online and help influence policy outcomes in key markets. The ideal candidate is a social native with experience in political or policy campaigns and/or government social media organizing and messaging. They must have experience working with third party validators and/or political influencers. We’re looking for someone who has a proven record at managing a team, is able to work on various projects/tasks simultaneously, is a problem-solver, has strong stakeholder relations, is comfortable with tight deadlines and able to adjust quickly to changes in priorities.

A Typical Day:

• Collaborate with regional policy comms and media managers to develop and execute a social media strategy aligned with the company's public policy goals, focusing on key priority markets to start while building a framework to scale internationally
• Identify potential opportunities for collaboration with key opinion formers including policy, cultural and news influencers and third party validators and build out policy influencer program pilot with the goal to scale internationally, including how and when we work with agencies to execute
• Use research, polling and social listening to craft messaging and social-first creative strategies that support the company's policy goals, and resonate with an audience of key opinion formers in the public sector
• Set up measurement goals that can be scaled and analyze social media performance metrics and generate reports with actionable insights
• Serve as leading in-house consultant for internal employees including company spokespeople engaging in political social amplification.
• Work closely with social rapid response team to establish and execute proactive and reactive social engagement strategy
• Act as key social liaison to policy team, helping inform and track their paid social program and social best practices, upcoming campaigns, messaging and priorities

Your Expertise:

• 10+ years experience in social media, digital or content marketing
• A strong grasp of emerging trends and social media best practices, and can translate that knowledge into innovative new approaches to social media
• Experience leading and executing successful policy influencer programs on social media
• Experience working with major brands and / or engaging with large online communities
• Track record of advising political decision makers (party, NGO, corporate) on social media/amplification strategy, and running effective social media operations
• Experience working with internal stakeholders to mitigate potential brand risks in a detailed, effective and timely manner
• Skilled storyteller with strong analytical skills; able to tell a story informed by data and metrics (polling, brand lift studies, performance metrics) that resonates with social-first audiences
• Track record of owning and managing a budget, and working with agencies
• Experience working on projects in a fast-paced environment
• Strong organizational skills and attention to detail
• Strong verbal communications and interpersonal skills
• Proficient in English (another language is a bonus)
• Bachelor’s Degree or higher, or equivalent work experience
• Passion for Airbnb and the mission of the company

Offices: United States

The Difference You Will Make:

The Senior Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a Senior Specialist, Premium Support, you will be primarily responsible for providing end-to-end support to key members of our community experiencing an issue with their reservation, including but not limited to the Luxury segment. You will take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way.

A Senior Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They will be expected to work in strong autonomy, being able to assess a case & constantly looking for the right solution for both Host, Users and internal stakeholders. As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.

A Typical Day:

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

Complex case management: Provide the highest level of service to our community in each and every case, including handling the service’s most severe and urgent cases

• Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools
• Take end-to-end ownership of all assigned cases: ensuring a completefinalresolution is reached based on workflows, management guidelines & your own assessment of the case situation
• Become a subject matter expert in Airbnb policies and procedures
• Explains and simplify complex information, provide appropriate context, and address complex questions with confidence
• Ability to negotiate & mediate between Host & Guest in resolving the issues at hand on high-stake & high-value reservations
• Proactively anticipate users expectations regarding case resolution and work towards the best outcome for all parties involved, thinking outside the box & constantly looking for compromises
• Manage highly sensitive cases end to end that might include working cross functionally with Legal, Policy, other services, etc.
• Operate in full autonomy, making the decisions to follow or go outside of workflows to resolve our customers issues with the best outcome possible from both our community & business expectations

Combining efficiency with bespoke quality: Set the gold standard for performance for the service, providing consistently personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention

• Acts consistently impeccably in handling of customer-facing casework, personalizing communications and demonstrating the highest hospitality standards
• Drive cases to conclusion with a sense of urgency and without error, using strong judgment to make exceptions in ambiguous situations

Participating in your team’s improvement: Leverage your functional operational knowledge to proactively lead the team to succeed

• Provide insights about community experience and continuous improvement opportunities to your Management
• Supports the simplification of complex processes and ways of working within the team
• Supports Management on initiatives as assigned, such as to drive performance improvements, supporting management on consultations, acting as an SME, etc.
• Supports onboarding of new employees
• Be a positive force in the team and help management drive & land changes with the least frictions possible
• Willing to take on various tasks and responsibilities as needed (including moving teams) and showing openness to new challenges and a proactive approach to work

Stakeholder engagement: You build and maintain strategic partnerships to achieve team or functional goals

• Demonstrates a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues relying on management when in doubt
• Write clearly and concisely, translating complex ideas to multiple audiences, and knowing which stakeholder needs to be consulted about what
• Build & nurture relationships outside of your team
• You are on-call to handle emergency situations in the evenings & weekends
• Inspire a culture where quality is a core principle

Your Expertise:

• 6+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts
• Fluent in both English and Spanish, with advanced proficiency in spoken and written communication in both languages
• Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred
• Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs
• World class interpersonal and communication skills, both written and spoken, including conflict resolution
• Active listening skills
• Empathy and patience in dealing with customers, especially in high-pressure situations
• Excellent organizational skills, including prioritization, multitasking, attention to detail, and meeting goals and commitments
• Passion for delivering exceptional customer service and setting a high bar
• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively
• Ability to adapt to new tasks and responsibilities as needed
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team
• Experience engaging with executive-level stakeholders, and demonstrated ability to explain complex ideas simply and clearly
• Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders, including Executives
• Advanced computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools

Offices: Nevada, United States

Operational Performance Management:

• Oversee the business operations of the global contact center, ensuring that it meets the business performance standards and targets (i.e. service levels, efficiency, customer satisfaction, cost etc.)
• Develop and drive the business performance management system across the CS organization. Own the recurring business review framework and operational management system on a recurring basis - WBR, QBR, etc. with the intent to drive standardization and operational excellence across the organization
• Build and foster a robust, transparent and cooperative synergy across departments by aligning contact center goals and initiatives with broader organizational objectives.
• Monitor key business performance indicators (KPIs) and work with the cross functional teams to develop actions plans based on data-driven analysis to optimize business performance. Be the business thought leader on how to measure the business in new ways in partnership with analytics.
• Partner with CS analytics to design the right operational dashboards to monitor the various planning and operations teams. Use data backed insights and recommendations to improve the quality of the operations at the same time as achieving the cost targets.

Operational Business Planning:

• Serve as the primary liaison with finance for all matters pertaining to the CS operational fiscal plan budget. Be able to make tradeoffs and understand the drivers of CS economics across both Airbnb and the partner models.
• Drive the annual business planning process and work with finance to build the operating budget.
• Build the process for driving the overall Operational Efficiencies targets and work with the cross-functional CS and finance teams to properly track the adherence to the efficiencies budget.
• Drive all ROI, budget management in partnership with Finance, roadmaps, LT planning needs for the CS organization and serve as a strategic thought leader for all business cases ROI needs related to the annual planning process.

Business Expense Management

• Own budget and spend policy operations, developing strategies for spend allocation and operationalizing the achievement of targets set by Finance.
• Own all invoice management and fiscal adherence to commercial contracts. Collaborate with cross-functional teams to streamline invoicing procedures and optimize financial operations.
• Develop comprehensive business cases for proposed initiatives, conducting sensitivity analysis to assess potential risks and rewards. Work closely with the Customer Support Analytics (CSA) team to gather and analyze data required for business cases, ensuring data-driven decision-making.

Strategic Business Optimization and Operational Excellence:

• Design the labor framework for deciding the global CS labor footprint across internal and external sites by determining the optimal network ratios. In addition, leverage best practices and provide thought leadership to help optimize labor across various business units in the broader Global Ops organization as needed.
• Own the ramp and ramp down operational readiness process for the CS operations and act as a liaison between different CS departments to ensure that all areas of the operations are coordinated effectively to meet key milestones (i.e. ramp up for peak, ramp down, key launches, etc,).
• Deep focus on contact center business service design optimization efforts and identify and implement improvements to streamline workflows to drive business outcomes to quality (i.e. combining labor tiers, reduce wait times, optimize cost, and enhance overall efficiency, ramp and ramp down).
• Participates in multi functional initiatives, designing and executing on large scale operational programs across the CS network in partnership with other relevant CS teams.

Your Expertise:

• 10+ years experience in business operations or operations management roles, preferably supporting large scale organizations that are global in nature with a proven track record of leading/driving results. Operations, Management Consulting or Financial/analytics background preferred.
• Must have deep functional domain expertise and knowledge in contact center operations and best practices. Understanding of contracts and commercial frameworks is a plus.
• Experience with process design and optimization, strategic operations and customer support strategies. Strong strategic thinking skills with the ability to understand how the key drivers of our business relate to each other, and how your actions and decisions impact Airbnb.
• Works effectively in a global fast-paced environment with the ability to solve problems while managing multiple priorities .
• Strong analytical and problem-solving skills with a proven track record for using data to develop and implement strategic initiatives and drive key business decisions. Experience using SQL, Python and/or Tableau is required.
• Is able to anticipate business and industry issues as a basis for recommending large scale product, process or service improvements.
• Excellent stakeholder management skills with the ability to influence at all levels. Exceptional influencing skills with the ability to help structure management decision making in areas of important business impact.
• Experience solving unique, complex, and often ambiguous problems with broad impact on the business; requires conceptual and innovative thinking to develop solutions.
• Outstanding written and verbal communication and presentation skills; able to articulate a vision, strategy, ideas and decisions clearly and succinctly to executives.

Offices: United States

The Difference You Will Make:

We’re looking for an experienced Partner Lead to manage all Experiences API integrations with our reservation technology partners. This role is critical to overseeing our existing integrations and driving sourcing, negotiating, onboarding, build, GTM and success management new partners.

A Typical Day:

• Manage assigned key partners and meet and exceed quarterly/annual sales goals
• Analyze data and utilize data-driven recommendations to identify and action on strategic new partner opportunities to drive increase in sales
• Onboard and optimize new API partners (technical integration, onboarding and growth of hosts/listings)
• Provide day-to-day technical support for complicated internal and external systems hardware/software and connectivity issues to mitigate partners impact with a goal to find the problem before it arises
• Deep understanding of the technical integrations of various software partners so that you can provide the right support to your clients
• Build operational processes, implement new tools, develop data dashboards and other systems to increase team efficiency and promote data driven decision making
• Represent Airbnb in external meetings and industry events
• Develop strong and long lasting partnerships at various levels
• Educate clients on all significant product changes and cascade feedback on product and policy to the relevant internal stakeholders
• Develop strong and trusting relationships with executives and decision makers/key influencers within your API customers portfolio
• Hold regular weekly/monthly optimization calls and QBRs with your partners
• Develop deep knowledge of your assigned clients’ business and become the go-to source for all information relating to market dynamics for internal and external partners

Your Expertise:

• 10+ years of professional experience in Connectivity and/or Partnership role at a global technology or tech hospitality company
• Working knowledge and experience with hospitality/travel software
• Proven track record of successfully growing a book of business; in collaboration with field teams and the Connectivity team members to drive a lead pipeline of API partners
• Highly proficient in Salesforce, specifically in working with Leads, Opportunities, and other core Salesforce objects
• Excellent communication and presentation skills and ability to communicate effectively with clients via phone, email, and in-person
• Strong time management and prioritization skills
• Proven track record in building enduring and successful client relationships
• Proficient quantitative skills and proven ability to interpret and apply data throughout your day-to-day work
• Experience in the technology space, knowledge of OTA specifications, and experience with API integrations strongly preferred
• Experience developing and executing channel sales and marketing initiatives in collaboration with external partners and field account teams
• The ability to get things done with constantly changing priorities, projects and deadlines
• Passion for Airbnb, travel, and the sharing economy - being an Airbnb host is a plus

Offices: United States

The Community You Will Join

The Difference You Will Make

A Typical Day

• Analyze and synthesize diverse data sources (secondary/syndicated, social, AI-powered, quant, qual, internal, external, etc.) to uncover consumer trends.
• Develop compelling, actionable frameworks and narratives to communicate trends and their business implications to cross-functional partners.
• Collaborate with researchers across the team, helping them to contextualize their work within broader trends and cultural norms.
• Lead high-priority, deadline-driven projects and develop clear, concise deliverables that engage and inspire decision-makers.
• Oversee relationships with external agencies for Trend & Foresight functions, including evaluating potential new tools and subscriptions.
• Collaborate on innovative new methods that unlock new insights and increase efficiencies across research.
• Coach and develop a direct report, ensuring their growth and the quality of their contributions.

Your Expertise

• 12+ years of relevant trend and foresight experience, including delivering insights at global and regional scales.
• Degree in research, marketing, social sciences, future studies or other relevant field; advanced degrees preferred.
• Demonstrated ability to create actionable, compelling narratives and frameworks, including via slide reports (Google suite proficiency a plus).
• Expertise in both qualitative and quantitative analysis, and ability to evaluate external data sources.
• Hands-on experience with a broad range of trend analysis resources, including AI applications.
• Proven ability to lead and coach individuals, driving high-quality, impactful work.
• Excellent interpersonal skills—collaborative, solutions-oriented, and able to foster teamwork across functions.
• Ability to balance a detail-oriented, hands-on approach with creative, “outside-the-box” thinking.
• Comfort navigating ambiguity; able to clarify, simplify, and identify opportunities to add unique value.

Offices: United States

The difference you will make:

In this role, you’ll be responsible for establishing and improving workflows and processes to ensure that we deliver excellence with predictability at scale. You’ll focus on our toolset (Airtable, Asana, Google Drive) and optimize how and when we use each tool. Responsibilities range from day-to-day operational execution to monthly planning to developing future state enhancements that meet our long term goals.

A typical day:

• Partner with UX Writing and Design Ops leadership on resourcing strategies, tool optimization and education, and process improvements that help us scale and operate efficiently and effectively.
• Shape, drive, and document processes and tools for effective org planning workflows by assessing current tools and gaps and iterating on improvements toward a longer-term vision for more seamless workstreams.
• Collaborate with internal and cross functional (XFN) teams to simplify, unify, and streamline both UX Writing and XFN processes and tools (Airtable) to enhance productivity.
• Support overarching planning processes (e.g. monthly planning) to ensure headcount staffing and contractor resourcing plan meets larger skillset needs of team and business.
• Collaborate with Design Ops, Design Program Managers (DPMs), and Program Managers to ensure consistency in overarching ways of working to drive successful program delivery.
• Coordinate periodic reporting on team output and key metrics, manage work plans, analyze data, and ensure recommendations are effectively implemented.
• Develop a system to regularly update and maintain accuracy of documentation relative to the team's operating system, onboarding, process, and tools.
• Support the development of capacity planning, scoping, and roadmap planning standards across the UX Writing team.
• Participate in and support cultural moments for the UX Writing team.

Other operational responsibilities may be required but will be considered and determined based on experience, capability, organizational need, and bandwidth.

Your expertise:

• 9+ years consulting, program management, product management, project management with demonstrated experience establishing methods and processes, implementing systems, and supporting org-wide operations.
• Proactive approach with a demonstrated ability to work through ambiguity to detailed simple solutions. You can take a vague problem, crisply frame the challenge, identify a path forward, and drive an initiative over the finish line with limited oversight.
• Highly tactical operator with a focus on tracking, reporting, and process improvement.
• Proficiency in optimizing program management tools for enhanced efficiency.
• Highly organized with a talent for structuring and implementing initiatives at scale.
• Deep understanding of user-centered design methodologies and iterative development approaches.
• Proficiency in managing tooling and design systems, including Airtable, Asana, and Figma with an ability to learn technical systems quickly.
• Adaptability to thrive in a high-growth, ambiguous, and constantly evolving organization.
• Exceptional analytical and problem-solving abilities.
• Passion for Airbnb’s mission, commitment to diversity, and global mindset.

Offices: United States

A Typical Day:

• Platform Operations and Roadmap : Define and evolve the Resource Center platform in partnership with Engineering, Education, Community, Product, and Design teams. Translate host needs into scalable platform features that align with business goals.
• Content Performance : Oversee CMS operations, including content uploads, system configuration, and tool integrations. Monitor key performance metrics to inform platform improvements and content strategy.
• Site Performance : Align platform features to support community-building initiatives. Regularly assess platform performance through data and insights to optimize user experience and test new features.
• Platform Enablement: Train and support internal teams and content creators in using the CMS effectively. Develop documentation, templates, and best practices to ensure efficient content production and ongoing platform adoption.
• Module Development: Design and implement modular content experiences that support a variety of Host learning journeys. Collaborate with Learning and UX teams to ensure modules are intuitive, engaging, and adaptable to evolving Host needs.
• Content Governance: Maintain CMS standards, taxonomy, and workflows to ensure consistency, scalability, and quality across all educational content. Partner with global teams to localize and manage content at scale.
• AI Innovation and Problem-Solving : Share and suggest emerging technologies, tools, and best practices. Bring forward innovative ideas to elevate the Resource Center and off-platform tools to expand our impact on the host community.

Your Expertise:

• 10+ years of hands-on CMS skill on large-scale digital platforms, including managing, delivering, and optimizing content to create seamless user experiences (Contentstack experience is a plus)
• Experience implementing a learning management system (LMS) or scaling interactive, personalized modules within a CMS
• Skill partnering with technical teams to explore and integrate AI-driven enhancements into content platforms
• Deep cross-functional collaboration with engineering, product, design, communications, marketing, localization, and customer support teams
• Data-driven decision-maker with a strong understanding of user insights, product analytics, and market research
• Outstanding technical communication skills and a working knowledge of product development
• Confidence partnering with engineers to resolve bugs and improve platform performance
• Capable of writing clear, comprehensive technical briefs that align platform goals across product, design, and engineering teams
• Strong written and verbal communicator with experience engaging diverse audiences, including executive leadership and external partners
• Experience managing teams, agencies, or vendors in cross-functional environments

Offices: United States