Senior Manager, Safety

The role

You will own end-to-end delivery for a portfolio of sensitive and high-severity specialty services. You will manage a multi-layered leadership team of nearly 200 members and act as a senior delivery partner to global process leads.

What you will do

• Manage day-to-day operations of services in scope
• Define, monitor, report and improve efficiency and quality metrics
• Lead a multi-layered leadership team including Managers and Supervisors
• Oversee team structure, recruitment, onboarding, training and upskilling
• Partner with global process leads to execute global programmes
• Manage executive and senior leadership stakeholders
• Track and understand common themes behind complex cases and escalations
• Partner with cross-functional teams to improve processes, policies and products

Required qualifications

• Minimum 13 years of overall experience
• Strong end-to-end frontline operations management experience in a customer-facing environment
• 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
• Highly organized with strong project management skills
• Strong analytical skills and a data-driven approach to operations
• Strong communication skills
• Bachelor's degree or equivalent
• Ability to flex working hours to respond to global business demand
• Comfortable to work in 24*7 rotational shifts with your team, and work from office in Gurugram

Nice to have

• 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

About the company

Airbnb was born in 2007 and has grown to over 5 million hosts who have welcomed over 2 billion guest arrivals. The Delivery team works to build the world's most loyal travel community.