Airbnb Operations Enablement Manager AirCover 

India 

578657770

The Community you will join:

We are actively seeking an enthusiastic and dedicated manager with proven ability to inspire and motivate teams within a dynamic and cutting-edge risk management environment. In this pivotal role, you will take charge of leading the charge in continuous process improvement and optimization of our operational tools and products, with the overarching goal of reducing operational friction, inefficiencies, and enhancing productivity through data and process driven approaches. You will also be responsible for leading partner teams based in India with a goal to improve network performance through best practice sharing and supporting partner teams with concerns.

A Typical Day:

• Maintain Subject Matter Expertise, develop and maintain a comprehensive understanding of all Aircover products to successfully implement changes that lead to positive outcomes
• Assist the AirCover leadership team at ACC and globally with the review of processes, policies, and procedures to identify opportunities for improvement related to various products under the AirCover platform.
• Lead end-to-end strategy and initiatives within the team. This includes helping to drive onboarding, talent development and people engagement.
• Partner with Platform Managers, OCM, KM, Training, Quality and other work-streams to drive tooling, product, and process changes.
• Assist in creating and/or overseeing the review and maintenance of written guidance for both internal use and external consumption, including articles, macros, training materials, and handbooks.
• Translate customer insights into actionable plans that inform product and service experience
• Develop and maintain a deep understanding of customer needs, behaviors, and preferences through ongoing research and analysis
• Conduct research on industry best practices and propose necessary updates as a result of your learnings
• Think critically and constantly evaluate policies and procedures. Work with the team to identify opportunities to improve performance and better optimize processes for the team, region, and global community via continuous improvement.
• Enable professional and personal growth through supporting and challenging the team with feedback, enabling opportunities and expectation-setting.
• Mentor team members positively to develop and improve their skills & drive high performance culture
• Lead the team towards the execution of the company and strategic goals following the guidance of the leadership, and collaborate with the wider team to develop recommendations for service improvements and regional prioritisation. .
• Lead and/or participate in projects outside of the scope of our core team, as needed

Your Expertise:

• You have 10+ years of experience with process improvement, project management in insurance or FinTech domain.
• You take pride in delivering outstanding customer experience and have the ability to dig into the way things are currently done and look for improvements for the future
• You translate organisational and customer pain points into actionable opportunities to drive upstream change and innovation to improve our customer experience
• Must be a self-starter with the ability to work effectively independently and in team settings to include close collaboration with operating , partner and global teams
• Capable of comprehending intricate relationships and establishing linkages between the organization and the internal and external environment. Skilled in achieving outcomes while managing competing priorities and navigating through ambiguity.
• Ability to analyse data to identify trends, patterns, and areas for improvement, and use this information to make data-driven decisions.
• Ability to work and solve problems independently, collaboratively, or through delegation.
• Thought leadership, Critical thinking, Excellent written, oral, and presentation skills and an ability to synthesise information and make clear, concise recommendations on course of action is a must
• Proven ability to identify and cultivate relationships with key stakeholders & leadership representing a broad range of functions and levels.
• Eagerness to imagine, innovate and build a process from scratch without strict guidelines or prescribed structure
• Prior leadership experience leading teams
• Preferred experience in managing & driving performance, building relationships with partners/ vendors teams