Airbnb Senior Manager Risk Compliance Operations 

United States 

925201245

A Typical Day:

• Access Controls: Own the strategic planning, operations, implementation and monitoring/compliance for Role Based Access Controls (RBAC) with the Community Support teams globally.
  • Create and implement processes to manage addition/removal/modification of CS permissions.
  • Implement Security Governance models in partnership with cross-functional stakeholders to ensure effective governance of RBAC across all CS teams.
• Drive all planning, implementation, and process optimization: Manage CS data privacy and data security process optimization programs, defining milestones and success criteria for the CS sites in the network.

• Implement CS Security Audits: Report on Security Audits in collaboration with Enterprise Security and InfoSec teams supporting Community Support.

• Stakeholder Management: Liaise with Information Security, Engineering, Product, and Community Support teams to implement and monitor privacy and security programs. Drive all executive leadership program performance health readouts and is accountable for providing additional insights and action plans as needed.

• Program Management Operations: Define and lead strategy and roadmap for the CS Security Program, balancing priorities against business needs.
  • Establish operational SOPs and process in collaboration with compliance policy partners (InfoSec, Legal, Data Privacy, QA, ParM).
  • Drive all change management and continuous improvement initiative efforts across the global footprint.
• Program Optimization and Cost controls: Single threaded owner for the CS Risk and Compliance programs. Design, set up and manage day-to-day management of Global Compliance operations and optimize the program.
  • Optimize Partner Compliance Framework and support the CS Partner Management team in reinforcing it.
  • Diagnose and synthesize feedback, identify data security and compliance needs, and review and refine compliance processes to ensure effective governance.
• Team Management: Grow and develop a team responsible for designing and executing security operations strategy, maintaining compliance data, and leading compliance audits.

Your Expertise:

• 10-15+ years experience in business operations or strategic business operations roles
• MBA, consulting experience, or a background in finance are a plus
• Experience with contact center operations and helping optimize customer success business outcomes with the ability to identify and address business opportunities and risks
• Proven track record of building high-performing teams and managing teams through transformation
• Excellent stakeholder management skills with previous experience in executive facing roles with an exceptional ability to communicate effectively with senior executive stakeholders
• Outstanding written and verbal communication and presentation skills; ability to articulate a vision, strategy, ideas and decisions clearly and succinctly to senior stakeholders
• Experience with process design and optimization, program management, customer support strategies, and / or quality assurance a plus
• Understanding of contact center security audits, security compliance and fraud incident management space
• Demonstrable skills and experience in mediation, negotiation, conflict resolution, analytics, and leadership essential to successful program/project management
• Ability to work within a matrix, solve problems and influence cross-functional teams
• Ability to thrive in ambiguity in a fast-paced, hyper-growth organization