Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhereIt takes a unified team committed to our core values to achieve this goalAirbnb`s various functions embody the company`s innovative spirit and our fast-moving team is committed to leading as a 21st century company.
The challenge
As the operations manager, you will be responsible for team performance and developmentYou are accountable for maintaining and improving key performance indicators for your team and functionYou are also responsible for acting in a contributing role for cross-functional process, product, system, tool or policy development initiatives.
What you`ll do
People management
Hire and develop great team members, including leaders and foster team cohesion, strong team engagement (upward performance review feedback, action planning as a result of survey(s))
Support the career path and growth for all team members; coaching and guidance when needed, holding regular career conversations
Hold team members accountable to expectations and performance manage direct reports
Functional strategy
Build on integrity operations priorities to adapt for your function or region
Own operational planning and strategy to work towards operational excellence
Set targets for your specialization
Accountable for all operational kpis (some may be shared with other teams)
Operations management
Strong awareness of operational health and the multiple layers of your function; operate levers needed to maintain service level agreements
Support your operations manager and teams when attacks, spikes, and/or backlogs impact operational metrics
Attend partner wbrs/mbrs/qbrs/abrs as needed
Communication
Escalate issues as needed, e.gSignificant impacts to operations, roadmap or planning delays, conflicts with other teams/leaders
Issue, frequency/trigger, format, audience (product vsCommunity support)
Mbr, qbr, abr reporting
Cascading information to your leaders and teams as required
Product
Serve as a thought leader in your operation in order to partner with your product manager(s) and influence your functional roadmap
Understand how the product roadmap impacts operations and provide feedback and guidance to pms for any negative impact to operations
Budget
Single owner for: losses for your function, travel + entertainment for your team, morale budget for your team, partner costs, and cost per solve
What you need to succeed
Trained in and able to comprehend key metrics derived from internal databases, such as superset and tableau
Ability to work with multiple dashboards and utilize the data to inform decision making, capacity planning, agent metrics and performance, and maintain balanced work levels across all work types within your specialization
Understanding and experience using sql and excel
Strong written interpersonal communication skills
Ability to analyze complex data sets to identify patterns or trends
You may have 10-12+ years of experience in the operations job family as a subject matter expert (sme), plus relevant education (often post-graduate).
Experience in the trust and safety, fraud operations is preferred.
Deep experience leading and managing teams, managing other people managersExperience managing team(s) in e-commerce is a plus.
Highly strategic in thinking, and be able to share their perspective and influence at all levels.
Be a role model of the core values to your colleagues and team in how you do your job each day.
Hiring insights
Job activity
Posted 30+ days ago
Company Description
Our Company About Airbnb: Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique travel experiences around the world. Whether an apartment for a night, a castle for a week, or a villa for a month, Airbnb allows people to Belong Anywhere through unique travel experiences at any price point in more than 85,000 cities and over 190 countries. We promote a culture of curiosity, humanity, and creativity through our product, brand and most importantly, our people. About Airbnb Capability Center: Airbnb Capability Center was set up in 2017 in Gurgaon to service the global Airbnb community. We are a fast-growing, up-and-coming office and home to the most hospitable people you will ever meet! Our small and extremely capable team of Gurgaon-based colleagues strive to make the impossible happen for our inbound and outbound travellers within this big and diverse market. Airbnb Capability Center is providing varied services under Community Support thereby providing world-class customer experience to our customers. Besides this, Airbnb Capability Center is also building deep capabilities for different verticals like Homes, Finance Technology Group, Finance Shared Services, Analytics, Engineering, etc.
