Manager, Operations

Airbnb Capability Center (formerly known as Airseva) was set up in 2017 in Gurgaon. We provide specialized operational services which allow Airbnb's business and responsibilities across the world. These include Community Support Operations, Finance Technology, Finance Shared Services, Analytics, Engineering, amongst other verticals. Our offices are home to multi-experienced teams with an understanding of our business and community. We're hospitable, fun and we welcome all with open arms. 

The difference you will make 

We are looking for an Operations Manager who will be able to lead our volume tiers and drive performance in furtherance of our functional goals and priorities.

A typical day 

• Manage and utilize metrics to drive positive change in areas such as Service Level Agreements, Productivity, Customer Satisfaction, Quality, NPS and Contact Rate. 
• Work with direct reports to find learnings from real life situations to set and improve metric-based goals; consistently drive teams towards higher performance and quality expectations. 
• Monitor costs and losses incurred by managing the team's contribution to the greater Customer Experience budget.
• Ensure employee happiness by working with Leads to create strong connections with the whole team and utilize effective communication to help translate the Mission of Airbnb into meaningful and clear goals. 
• Support direct reports as they implement new directives. 
• Use learnings from team members to identify opportunities and advocate for product improvements that support the team’s strategy and the needs of the customer.
• Keep an active look out for risks, potential gains and issues to anticipate advancements and opportunities to advance the team’s goals. 

Your Expertise 

• Teach direct reports to become “Ultimate Hosts” as leaders for their own direct reports and model similar behavior as leaders Leads 
• Strong experience of designing, implementing and managing large projects and adept at program management. 
• Ability to work with minimum resources and still deliver majestic results. 
• Champion Airbnb’s Mission to help teams understand how their work contributes to end goals. Work with direct reports to create team cohesion and fulfillment. 
• Ability to look at each problem or data set from many different angles to find innovative and simple solutions 
• Ability to take what is available and build a fort with it; it’s not a problem, it’s a challenge. 
• Embrace the adventure with Peers, Partners, and teams and use superior communication skills to cultivate professional relationships with Key Partners. 
• Use innovative channels of communication to keep teams up-to-date with day-to-day changes in expectations and goals that are relevant to their roles. 
• Open for the 24/7 working environment. 

Hybrid Work Requirements & Expectations 

To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following:

• Workspace: A dedicated, quiet, and private workspace free from interruptions and external noise
• Internet Connectivity: During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings
• Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved.
• Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality.

Our commitment to inclusion & belonging 

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. If you need assistance, or a reasonable accommodation during the application and recruiting process, please contact us at: reasonableaccommodations@airbnb.com.