The opportunity
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…
What you'll do
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 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
What they're looking for
- 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
- Stay ahead of global Ops priorities and make sure ACC delivery is set up to: execute them — owning the on-the-ground landing of global programmes to timeline and quality
