- Company: Airbnb
- Location: Gurugram, India
- Job type: Full-time
- Salary: INR 4,900,000 – 7,000,000
About the role
Join Airbnb’s Delivery team in Gurugram to lead end-to-end operations for sensitive safety services. You will manage a portfolio of high-severity cases and oversee a team of approximately 200 Specialists, Supervisors, and Managers. This position requires strong operational leadership and the ability to make final decisions on complex, irreversible issues.
Responsibilities
- Drive delivery performance: Manage day-to-day operations, monitor quality metrics, and ensure alignment with global standards while adapting to local nuances.
- Lead leadership teams: Coach Supervisors and Managers, oversee recruitment and training, and build a credible succession pipeline.
- Partner with global leads: Translate global agendas into on-the-ground execution and eliminate functional silos across teams.
- Manage stakeholders: Handle executive relationships, represent the site in global forums, and assess complex cases independently.
- Improve processes: Identify root causes of escalations and partner with cross-functional teams to enhance policies and products.
Requirements
- Minimum 13 years of experience in frontline operations management within a customer-facing environment.
- Proven track record of owning KPIs, people, and business health for large teams.
- Advanced people leadership skills, including coaching junior leadership and managing performance.
- Comfort working with sensitive, confidential, and potentially traumatic content.
- Strong analytical skills and a data-driven approach to operations.
- Bachelor’s degree required; MBA or Master’s degree preferred.
- Ability to work 24/7 rotational shifts from the Gurugram office.
Pay and benefits
- Annual Pay Range: INR 4,900,000 – 7,000,000 (inclusive of allowances).
- Additional Compensation: Eligible for bonus, incentives, equity programs, and Employee Travel Credits.
- Commitment: Airbnb provides reasonable accommodations for applicants with disabilities.
How to apply
Apply directly on Airbnb’s own careers website. Omadaily never charges job seekers.
