Senior Manager, Safety

Job description

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Community You Will Join : No global movement springs from individuals. It takes an entire team united behind something big. On the Delivery team at Airbnb, we're proud to be at the forefront of the sharing economy. We recognize that we are the leaders of a new, worldwide phenomenon, and that's why we're working so hard to build the world's most loyal travel community. Together, our team provides support to more than 100 million lifetime guests and 3 million listings in over 191 countries. Our India Global operations hub delivers several of Community Support's most sensitive and complex specialty services, working as one team with our global process leads. We are looking for an agile, operationally strong leader who knows how to motivate and inspire teams in a cutting-edge and fast-paced environment. The Difference You Will Make : As a Senior Manager, Safety you will own end-to-end delivery for a portfolio of Global Operation's most sensitive and highest-severity specialty services, spanning close to 200 team members across Specialists, Team Specialists, Supervisors and Managers. 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 and the authority to make final calls on complex, irreversible decisions. You will act as senior delivery partner to the global process leads for your services — translating global agendas into on-the-ground execution and giving those leads a single accountable counterpart at site. You will be expected to build and maintain trusted relationships with senior stakeholders while constantly looking for opportunities to streamline and optimize our operations. As our portfolio evolves, you should expect the mix of services in scope to change, and be comfortable picking up new skills and queues as the business requires. A Typical Day : Drive delivery performance across the portfolio: Manage the day-to-day operations of the services in scope, driving the highest level of performance from the teams and establishing the right performance management and coaching structure and cadence in collaboration with Delivery leaders and Quality teams Define, monitor, report and improve efficiency and quality metrics for each service based on its performance scorecard, keeping Global operations in India aligned to global standards while accounting for local nuance 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, and make timely calls when the numbers move Lead and grow a multi-layered leadership team: Lead a mixed layer of leadership — a Manager alongside Supervisors reporting in directly — which means being comfortable leading junior leadership hands-on rather than only through a manager layer Coach Supervisors on daily performance management as readily as you set quarterly direction, and stay close enough to the floor to spot execution gaps early Support Managers and Supervisors to ensure high employee engagement and delivery of a world class experience for both our community and our internal stakeholders Oversee team structure, recruitment, onboarding, training and upskilling plans, and build a credible succession and cross-skilling pipeline across the portfolio Be a focused, visible leader who creates supportive connections across the whole team through open communication, and who carries teams through change and periods of instability Partner with global process leads and eliminate functional silos: Stay ahead of global Ops priorities and make sure ACC delivery is se