At a glance
- Location
- Gurugram
About the role
- As a Senior Manager, Safety at Airbnb, you will own end-to-end delivery for a portfolio of Global Operation's most sensitive and highest-severity specialty services.
- You will be accountable for KPIs, people, and the overall health of the business, with direct exposure to user-safety, regulatory, and financial-loss risk.
- You will act as a senior delivery partner to global process leads, translating global agendas into on-the-ground execution in Gurugram.
Responsibilities
- Manage the day-to-day operations of the services in scope, driving performance and establishing performance management and coaching structures.
- Define, monitor, report, and improve efficiency and quality metrics for each service based on its performance scorecard.
- Adapt and pre-empt adaptations of the performance management structure based on shifting business priorities, volume patterns, and peak planning.
- Bring a data-driven lens to occupancy, SLA, capacity, and workforce decisions, making timely calls when numbers move.
- Lead a mixed layer of leadership including a Manager and Supervisors reporting in directly, operating hands-on with junior leadership.
- Coach Supervisors on daily performance management and set quarterly direction while staying close to the floor.
- Support Managers and Supervisors to ensure high employee engagement and delivery of a world-class experience.
- Oversee team structure, recruitment, onboarding, training, upskilling plans, and build a credible succession and cross-skilling pipeline.
- Own the on-the-ground landing of global programmes to timeline and quality while surface operational pain points early.
- Track and understand common themes behind complex cases and escalations, setting up forums to solve root causes with cross-functional teams.
Requirements
- Strong end-to-end frontline operations management experience in a customer-facing environment, with a track record of owning KPIs, people, and business health for a large team.
- Overall experience of minimum 13 years.
- Highly agile with the ability to pick up new skills, services, and queues quickly and re-prioritize.
- Advanced people leadership, performance management, coaching, and mentoring experience.
- Ability to work in a high-pressure environment with visibility to sensitive, confidential, and potentially traumatic content.
- Strong influencing, presentation, interpersonal, and teamwork skills.
- Ability to handle multiple complex, fast-moving situations at once and make sound decisions with incomplete information.
- Highly organized with strong project management skills.
- Strong analytical skills and a data-driven approach to operations.
- Bachelor's degree or equivalent required.
Preferred qualifications
- Experience in complex case management with VP-level stakeholders and above
- Crisis management or Trust & Safety experience in a marketplace business
- MBA or other Master's degree
Benefits
- Bonus or incentives
- One or more equity programs
- Benefits
- Employee Travel Credits
Workplace
- Work from office in Gurugram.
- Ability to flex working hours to respond to global business demand.
