Senior Manager, Safety

Written by the T&S Network from Airbnb's posting.

Senior operations management for Airbnb's most sensitive and highest-severity specialty support services, delivered from the India hub. The role owns end-to-end delivery across close to 200 staff, covering user-safety and regulatory risk, and acts as the on-the-ground counterpart to global process leads.

What you'd do

• Manage daily operations of in-scope safety services, setting performance management and coaching cadence with Delivery and Quality leaders
• Define, monitor and improve efficiency and quality metrics against each service's scorecard, aligned to global standards
• Make data-driven calls on occupancy, SLA, capacity and workforce when volumes shift
• Coach Supervisors on daily execution while leading a Manager and Supervisors directly
• Land global programmes on the ground to timeline and quality, and surface operational pain points early
• Work with Quality, Training, Process Improvement, Analytics and WFM to remove silos across services
• Track themes in complex cases and escalations and set up cross-functional forums to address root causes

What it asks for

• 13 years or more of frontline operations management in a customer-facing environment
• Track record owning KPIs, people and business health for a large team
• Deep experience leading people, managing performance and coaching at both manager and supervisor levels
• Background handling intricate cases with senior executives, ideally at VP level or above (preferred)
• Trust & Safety or crisis management experience in a marketplace business (preferred)
• Bachelor's degree or equivalent is required, with a master's or MBA as a plus
• Comfortable turning figures into decisions and running operations on data

Worth knowing

• Exposure to sensitive, confidential and potentially traumatic content, and supporting a team doing the same
• Rotational 24x7 shifts and flexible hours to respond to global demand

Our best summary of the posting, and it can be wrong. The employer's posting is what counts: read it in full on Airbnbnorth_east before you apply. If we got something wrong, report this listing.