דרושים Supervisor Training ב-Airbnb ב-הודו

The Difference You Will Make:

• Strengthen and maintain site’s position in the network as #1 Site on a consistent basis
• Ensure team’s success on key metrics such as NPS and Ownership among others
• Ensure timely and quality support to the Airbnb Community

A Typical Day:

• Drive the team to meet and exceed metric expectations; understand how to leverage the team to improve outcomes and take action to meet goals through regular check-ins.
  ● Keep up with day-to-day management duties such as scheduling, shift approvals, team and one-on-one meetings.
  ● Be a confident problem solver, come up with data driven insights and create a solutions orientated environment.
• Identify and implement improvement opportunities
• Constantly evaluate workflows and find ways for them to be more efficient, relevant and valuable both internally and externally
  ● Understand the top user issues and make recommendations to improve Airbnb products and policies; support the team in being the voice of the customer to the rest of the company.
  ● Stay connected to the customer by spending at least one hour/week working on tickets and handling occasional escalated issues.
  ● Balance and prioritize the above based on seasonality and the needs of customers, team and Airbnb.
  ● Lead and/or participate in projects outside of the scope of your department, as assigned by your manager.

Your Expertise:

• Fluency in English, both verbal and written.
• Passionate about customer experience, understands the importance to Airbnb.
• The candidate must be leading a customer facing team in their current role, where user feedback is a key success metric.
  ● Experience leading, inspiring, coaching and motivating others to meet goals and metrics.
  ● Strong analytical skills; able to tell a story with data and metrics.
• Prior track record of Innovation and focus on execution
  ● Clear, concise communicator who can build collaborative and positive relationships.
  ● Flexibility and adaptability, able to work well in an ambiguous environment.
  ● Works well in ambiguity and embraces the adventure
  ● Should be comfortable with flexible shift timings (24*7 shifts).

Offices: Gurugram, India

The Community You Will Join:

• Global Airbnb Capability Center (ACC) Training team responsible for new‑hire, up‑skill and quality programmes across community‑support, safety, payments, and host operations.
• Fast‑moving, data‑curious facilitators and instructional designers who embrace experimentation and continuous improvement.
• A cross‑functional network of Ops Analytics, Engineering, and L&D partners committed to building a data‑driven learning culture.

The Difference You Will Make:

• Define meaningful KPIs that link training to CSAT, Quality Accuracy, Time‑to‑Competency, and operational efficiency.
• Automate 70 %+ of recurring reports within your first year—freeing trainers for high‑value coaching.
• Deliver executive‑ready insight decks that influence programme funding and road‑map decisions.
• Run data‑literacy clinics that turn trainers into confident dashboard users.

A Typical Day:

• Translate program goals into meaningful KPIs and data-capture routines.
• Build dynamic team scorecards and dashboards (Excel first; migrate to BI tools during year 1).
• Craft executive-ready decks that link findings to concrete actions.
• Automate recurring reports and basic workflows (e.g., attendance, feedback collation).
• Manage all data related elements for training
• Pull fresh LMS, QA and operational data into dynamic Excel/Sheets models; validate for completeness.
• Meet with Training Managers to refine hypotheses and frame the ‘so what’ of emerging trends.

Your Expertise:

Must‑Have:

• Advanced Excel/Google Sheets .
• SQL and experience with a BI platform (Looker, Tableau, Power BI).
• Strong data‑storytelling and presentation skills; can translate numbers into trainer actions.
• Growth mindset and track record of self‑directed learning.
• Excellent written & verbal English.

Preferred Expertise::

• 2+ years delivering or designing instructor‑led or blended training programmes.
• Low‑code automation (Zapier/Make) and/or basic Python for data wrangling.
• Experiment design, A/B testing, causal inference.

: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

As a

• Unreasonable Hospitality and Learning with Agility: You go above and beyond in every customer interaction, delivering exceptional support even in high-stakes payment-related situations. Your ability to learn quickly and apply new skills enables you to adapt to evolving payment flows and tools.
• Managing Time Efficiently: You know how to prioritize time-sensitive and high-impact issues like delayed payouts or refund failures. Your time management ensures team productivity and minimal customer disruption.
• Welcoming Ambiguity: Payments can be complex. You lead your team through uncertain situations with confidence, asking the right questions, and making thoughtful decisions even without full information.
• Taking Initiative to Solve Problems: Whether identifying trends in transaction failures or proactively resolving partner payout delays, your solutions are rooted in analytical thinking, ownership, and a deep understanding of the end-to-end payments process.
• Building & Nurturing Engaged Teams: You foster a culture of care, support, and accountability. By keeping the team informed, empowered, and motivated, you help create a high-performing, deeply engaged support function.
• Managing Vision & Purpose: You connect the dots between daily casework and Airbnb’s larger goals around trust and reliability in financial transactions. You rally the team around our mission to make every payment seamless and trustworthy.

• Performance Management: Own team operations, onboarding, engagement, and ongoing development. Lead your team in meeting or exceeding targets around accuracy, SLA, customer satisfaction, and strategic initiatives.
• Partner Collaboration: Act as a liaison between CSP and payment processors, banks, and cross-functional teams. Develop a communication plan to keep partners aligned and escalate systemic issues effectively.
• Complex Case Ownership: Lead your team through high-risk or sensitive issues like payout fraud, currency mismatches, and delayed large-amount transactions.
• Strategic Projects: Drive initiatives that improve payment flows, reporting accuracy, and customer satisfaction. Use data to recommend and pilot scalable improvements.
• Documentation & Reporting: Maintain robust documentation of payment flows, resolution playbooks, performance dashboards, and feedback/coaching records.
• Cross-functional Support: Participate in stakeholder calls, ops reviews, and cross-functional working groups, providing SME-level insight into payments support.
• Coaching & Growth: Enable professional and personal growth through tailored coaching, regular one-on-ones, and feedback.
• Operational Excellence: Handle scheduling, shift planning, HR escalations, and ensure compliance with policy and audit readiness.

• Bachelor’s degree or equivalent
• Availability to work 40 hours a week including weekends or shifts
• 5 years of leadership experience in a fast-paced support environment
• Strong background in payment operations, financial systems, or payment-related customer support
• Deep understanding of dispute resolution and managing high-risk financial transactions
• Metrics-driven mindset with a proven track record in leading teams to exceed targets
• Project management skills with an ability to drive cross-functional initiatives
• Strong verbal/written communication, stakeholder management, and conflict resolution skills
• Comfortable working with third-party vendors, processors, and internal teams to resolve escalations
• High level of discretion and integrity when handling sensitive financial data

Offices: Gurugram, India