Application 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 that make it possible for guests to connect with communities in a more authentic way. The Community You Will Join Airbnb Capability Center was set up in 2017 in Gurgaon. We provide specialized operational services which allow Airbnbs business and responsibilities across the world. These include 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. Were hospitable, fun and we welcome all with open arms. The difference you will make In the role of Associate Principal, Control Testing, the successful candidate will be responsible for continued development of our compliance program for Section 404 of the Sarbanes-Oxley Act of 2002. You will support design and testing of key business and entity level SOX controls in a rapidly changing and growing company and technology environment within the AirControl Financial Controls group. You will evaluate the design and effectiveness of SOX controls, provide guidance to process and control owners over controls, and lead coordination with other SOX stakeholders and external auditors. You will work directly with control owners in the business (e.g. accounting and finance teams) to evaluate the controls and support business partners in the implementation and maintenance of the controls and interact and support efforts of the Company s independent auditor. As part of the annual control evaluations, you will perform walkthroughs over processes and controls to evaluate the design, test samples to evaluate the operating effectiveness, evaluate gaps, and drive the remediation of deficiencies. The role requires a well-rounded controls focused professional with accounting and operational expertise. Excellent communication, resource allocation and project management skills are critical, as well as the ability to influence across functions and various levels. The position reports to the Director, Financial Risk & Controls that rolls up to the Head of Global Risk and Internal Audit. A typical day Participate in annual scoping and risk assessment exercises and determine testing approach for manual controls within the business processes Execute design and operating effectiveness testing over manual and entity level controls Evaluate changes made to key business processes and provide best practice recommendations on controls Apply a new perspective on existing controls to recommend efficiencies in testing and evaluation approaches Support business partners in maintaining internal control documentation over key processes Participate in annual 404 compliance activities with the external auditors, including identification, evaluation, and remediation of deficiencies Support the quarterly 302 certification process Your Expertise CA in Accounting or Finance or Management Information Systems or related field Minimum of 7+ years of experience, preferably with some years of external audit or consulting experience with US publicly traded companies Understanding and experience with the requirements of Sarbanes-Oxley Act of 2002, Section 404, COSO framework, GAAP standards and PCAOB standards Experience with external auditor requirements and expectations Mission-driven, enthusiastic to learn and grow; team-oriented with a positive attitude and able to work in hyper-growth, fast paced environment Ability to work collaboratively with people at all levels of the organization, identify risks and anticipate questions, and provide actionable recommendations based on industry best practices and use influence to ensure execution Strong risk management experience, including: performing annual risk assessments, executing annual SOX control testing, and evaluating control deficiencies Role model for Airbnb core values Our Commitment To Inclusion & Belonging How Well Take Care of You: Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits. Pay Range 2,380,000 3,400,000 INR Offices: Gurugram, India

Application 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 that make it possible for guests to connect with communities in a more authentic way. The Community You Will Join: We together take care of all the safety concerns of our users, few things to keep in mind while being part of safety Handle cases with complexities with the highest level of service Recognize case type/severity and work cases correctly according to your service s scope, escalating accurately to other teams when appropriate Develop a deep understanding of complex workflows and follow them, while still retaining the ownership mentality and skill to question and deviate from the workflow when needed, in collaboration with your management team. Understand how to summarize user issues and escalate to leadership as needed Manage multiple user cases at the same time while remaining efficient, professional and organized Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including livechat, social platforms, messaging, and phone. Resolve customers issues in a timely manner and be dedicated to provide fast support and efficiency to our operations Adapt to your schedule its potential modifications based on business needs Be a team player support operational success as directed by your Management Demonstrate and share best practices with teammates to drive success at the global service level Participate in roundtable discussions for upcoming changes and launches The Difference You Will Make: You will look after a variety of Safety concerns for our community, including but not limited to: Personal Safety Threats, Domestic Violence, Suicide or Self Harm, Child Exploitation, Physical Assault and Sexual Misconduct, Drugs activity, Sex Work, Human Trafficking and Abuse of vulnerable population. Demonstrate an excellent understanding of how to properly identify threatening and harmful circumstances, empathetic communication, use of good judgment, and quick decision making, with the goal of providing the best support possible for the Survivors and restoring their status quo. Adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality. A Typical Day: Operational Excellence Competencies Shows constant improvements in the quality of work with limited supervision Shares regular feedback from the community with the senior stakeholders to improve the quality of our services Shares knowledge with less experienced team members Shows willingness to take on new projects/assignments Communication Competencies Understands the importance of visual aids in a successful presentation, and knows how to incorporate them effectively for impact Understands when written messages are appropriate and when to choose other forms of communication Shares knowledge with less experienced team members Uses effective cross cultural communication Analytical Competencies Develops a nuanced perspective based on facts and data Plans proactively for short to medium term goals Provides consistent feedback, updates, and measurements on the progress and achievement of individual goals Understands how the key drivers of the team relate to each other and how their decision making process impacts the functions key objectives Self Interpersonal Competencies Shows awareness of individuals strengths, blind spots and areas of development Perseveres to find the goals deeper Why behind policies, processes, and workflows Keeps team objectives community above individual aspirations Embraces challenges that require new skills and knowledge Recognizes conflicts and seeks support to resolve difficult situations Pushes oneself towards the best possible outcomes for the Airbnb community Maintains composure in crisis situations Your Expertise: 3+ years of relevant experience in customer service, mediation, emergency services, Trust Safety operations, or a similar role operating in a contact center environment making calls and handling customer/client contacts Hospitality experience is a plus, in particular working for technology platforms. Ability to work weekend days and public holidays required, as well as evening shifts. Your schedule can change to meet business needs Ability to work in a high-pressure environment interacting with sensitive, confidential, and potentially traumatic imagery, conversations, and other materials. Excellent interpersonal and communication skills, both written and spoken, including conflict resolution. Ownership mentality and business mindset, with ability to drive work forward even in ambiguous situations Ability to manage your own time, plan, prioritize and organize tasks, and to work within prescribed schedules including breaks, lunches, and training time. Ability to understand and execute policies procedures. Ability to maintain confidentiality during investigation. Is able to demonstrate an understanding of how to handle sensitive situations related to personal safety, including assessing the level of risk of the situation. Ideally has experience dealing with stakeholders in different functions and is able to communicate clearly in writing about cases for larger audiences. 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. Offices: Gurugram, India

Application 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 that make it possible for guests to connect with communities in a more authentic way. About Airbnb Capability Center: Airbnb Capability Center was set up in 2017 in Gurgaon. We provide specialised operational services which enable Airbnbs business and functions across the world. These include Finance Technology, Finance Shared Services, Analytics, Engineering, amongst other verticals. Our offices are home to multi-skilled teams with an insightful and deep understanding of our business and community. Were hospitable, fun and we welcome all with open arms. About the role: Manager, Payment Risk and Compliance Operations, supports Airbnb s payments activities and the Sr. Manager of the Global Payments Operations. This position is responsible for leading a team working on Payments Risk operations and coordinating with support functions and technical teams. The role is also responsible for day-to-day monitoring and leadership of the teams executing the daily functional tasks associated with the Payments operations. What you ll do: Support the team conducting complex investigations in Risk and Compliance function Ensure high performance for internal and partner teams. Oversee assigned resources to ensure processes are implemented effectively and in the most cost-effective manner. Prepare detailed reporting to support independent decisions and ensure high performance. Prepare detailed reporting and analysis of reviews to support assessment of user population. Provide mentorship and guidance to team leads on industry best-practices, Airbnb workflows, and tools. Provide quality assurance analysis and reviews. Lead procedure and workflow changes that may impact multiple teams and/or regions with the support of your manager. Assess and communicate control effectiveness, and present findings, case trends, and operational metrics to management. Accurately identify and escalate risks and opportunities to the Payments Management . Lead projects to simplify relatively complex operational problems within diverse cross-functional groups. Provide mentorship, coaching and training of teams. Provide point of contact support for analysts and investigators reporting directly to this role and point of contact support for leadership (both at Airbnb Capability Center and at Airbnb Payments). What you bring: Bachelor s Degree or Technical Equivalent. 5+ years experience in leading and supervising teams of Risk operations. 7+ years operations experience in payments, banking, or e-commerce Intermediate knowledge of AML and fraud types related to the payments and e-commerce space. Strong systems thinker. Superior communication skills both written and verbal. Ability to clearly articulate Risk and Compliance operations requirements to the audience. Ability to work closely and build trust with management, your team and other teams. Exceptional organization and process management ability. High level of personal integrity, interest in payments as evidenced by related work experience, proven dedication to excellence, leadership qualities and a flexible, creative, innovative approach to problem solving. Ability and desire to work in a fast-paced environment. Familiarity with SQL and data querying skills is a huge preference. 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. Offices: Gurugram, India

Application 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 that make it possible for guests to connect with communities in a more authentic way. The Community You Will Join: Airbnb is a trusted community marketplace for people to list, discover, and book unique travel experiences around the world. Whether an apartment for a night, a castle for a week or a villa for a month, Airbnb allows people to Belong Anywhere through unique travel experiences at any price point, in more than 85,000 cities and over 191 countries. We promote a culture of curiosity, humanity, and creativity through our product, brand, and, most importantly, our people . The Difference You Will Make: We are looking for an enthusiastic, dedicated Operations Manager who will be able to lead our regional teams and drive performance in furtherance of our functional goals and priorities. The Operations Manager is responsible for managing service performance, operations and strategy execution within a region, in line with the company strategy while driving continuous improvement towards service outcomes. A Typical Day: Cross-Functional Collaboration Work closely with product, engineering, and business teams to identify opportunities for new tools and technologies. Act as the central point of coordination, ensuring all teams are aligned on goals, timelines, and deliverables. Facilitate regular updates and discussions to ensure smooth communication across teams. Strategic Initiatives Drive the strategy for testing pilots and adopting new tools, especially generative AI technologies. Analyze business needs and recommend scalable, innovative solutions that align with organizational goals. Evaluate pilot outcomes and make data-driven recommendations for broader implementation. Leadership Engagement Create and deliver compelling presentations for senior leadership, showcasing progress, results, and strategic roadmaps. Act as a trusted advisor to leadership, providing insights on emerging trends and their potential impact on the organization. People Management and Development Lead, mentor, and develop a team of skilled professionals, fostering a culture of innovation and accountability. Conduct regular performance reviews, provide constructive feedback, and address development needs. Promote a collaborative and inclusive environment where team members feel empowered to contribute ideas. Project and Pilot Management Oversee the end-to-end lifecycle of pilots for new tools and technologies, ensuring on-time delivery and successful outcomes. Define clear objectives, KPIs, and success metrics for all initiatives. Troubleshoot challenges during testing and ensure issues are resolved efficiently. Technical Expertise Stay updated on advancements in generative AI and other emerging technologies, identifying opportunities for integration. Collaborate with technical teams to ensure pilots meet quality standards and align with business requirements. Assess the technical feasibility of new tools and provide actionable feedback. Stakeholder Management Build strong relationships with internal and external stakeholders to drive alignment and support for initiatives. Handle competing priorities and resolve conflicts effectively to ensure project success. Change Management Lead efforts to drive adoption of new tools, ensuring smooth transitions for teams impacted by changes. Develop communication and training plans to onboard teams to new technologies and workflows. Continuous Improvement Regularly evaluate processes and workflows to identify areas for optimization. Implement best practices for project management, testing, and stakeholder engagement. Data-Driven Decision Making Analyze test results and pilot outcomes to generate insights and improve decision-making. Use data to support strategic recommendations and evaluate the ROI of new tools. Your Expertise: Bachelor s degree or equivalent; Master s degree or certifications in preferred fields such as statistics, actuarial science, business administration, economics, finance, operations management, insurance, and risk management. Minimum 10 years of experience in operations-related roles. At least 3 years in a people management role, overseeing team leads and front-line staff. Stakeholder Management Ability to collaborate effectively with product, engineering, and business teams. Strong communication and interpersonal skills for influencing and aligning diverse teams. Experience in managing competing priorities and resolving conflicts People Management Proven ability to manage, mentor, and develop high-performing teams. Conflict resolution and performance management skills. Capacity to foster a collaborative, inclusive, and innovative team environment. Ability to provide constructive feedback and handle difficult conversations. Project Management Proficiency in leading testing pilots and projects, ensuring timely delivery. Strong organizational skills to manage multiple projects simultaneously. Experience with Agile or Scrum methodologies. Technical Expertise Deep understanding of generative AI concepts, tools, and applications. Familiarity with testing frameworks and methodologies for new technologies. Ability to assess the feasibility and impact of new tools. Problem-Solving and Analytical Skills Strong analytical mindset to identify gaps, recommend solutions, and drive results. Experience with data-driven decision-making. Strategic Thinking Ability to align pilots and tools with broader business goals. Competence in recommending scalable and innovative solutions for new technology adoption. 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. Job Location: Gurugram, India Our Commitment To Inclusion Belonging: Offices: Gurugram, India

Application 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 that make it possible for guests to connect with communities in a more authentic way. Platform Manager, Provisioning Access Management About Airbnb: Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way, setting the foundation for a world where anyone can belong anywhere. About the Team: Our team is responsible for building and scaling the technology that empowers Airbnbs global support agents and employees. We are passionate about creating intuitive, efficient, and secure systems that enable our colleagues to deliver exceptional experiences to our community of hosts and guests. About the Role: We are seeking a highly motivated and experienced Platform Manager to lead the strategy, roadmap, and execution of our Provisioning Platform. In this role, you will be responsible for ensuring that Airbnbs global workforce has seamless and secure access to the tools and systems they need to succeed. You will partner closely with engineering, product, operations, and security teams to define and deliver innovative solutions that address the complexities of managing access for a diverse and distributed workforce. Difference You Will Make: Champion the Mission: Advocate for the needs of both support agents and the Global Operations team, ensuring alignment with Airbnbs core goals. Evolve Provisioning: Lead the charge in modernizing our provisioning technology to make it more scalable, offer more self-service capabilities to improve operational efficiency, and implement intelligent guardrails to proactively prevent abuse and make the platform more secure. Drive Innovation: Define and champion the long-term vision and strategy for Airbnbs provisioning and access management platform. Introduce new features that enhance the support agent and employee experience through close collaboration with cross-functional teams. Empower Teams: Equip support agents with the tools they need to provide exceptional service. Deeply understand their challenges, ensure their voice is heard, and foster a culture where every agent feels valued. Typical Day: In the fast-paced and dynamic environment of Airbnb, no two days are the same. Youll be collaborating with a diverse group of people, tackling complex challenges, and making a real difference in the lives of our global community. While the landscape is ever-evolving, here are some of the activities youll engage in on a typical day: Collaborate with Engineering: Sync with engineers on project progress. Actively participate in product backlog grooming sessions. Collaborate closely with the engineering team to clarify requirements, refine user stories, and ensure that the team is set up for success in the upcoming sprints. Stakeholder Meetings: Deep dive with Global Operations to understand their needs, secure alignment on upcoming launches. Meet with potential technology vendors as part of a build vs. buy evaluation. Shadow Users: Observe support agent interactions to identify tooling improvements and gather first hand feedback. Data Analysis: Analyze data to measure tool impact, identify usage patterns, and spot areas for optimization. Idea Generation: Collaborate with engineering, design and analytics to brainstorm innovative solutions. Together, explore alternative approaches, and pinpoint opportunities for product and process enhancements, ensuring the technology we build effectively meets our users needs. Product Roadmap Review: Dedicate time to review and adjust the product roadmap, ensuring alignment with business goals, team needs, and user feedback. Communicate updates with leadership. Your Expertise: 5+ years of product management experience, with a focus on Customer Service, Operations, Provisioning, or Access Management technology.Proven ability to deliver scalable platform capabilities that meet diverse business needs.Highly collaborative and effective in cross-functional organizations.Demonstrated expertise in executing multi-stakeholder initiatives with tangible outcomes.Enjoys doing individual contributor product management work and staying in the details. Strong analytical, problem-solving, communication, and interpersonal skills.Proactive, self-motivated, and results-oriented.Familiarity with agile methodologies.Passion for Airbnbs mission and values. Offices: Gurugram, India

About Airbnb Capability Center: Airbnb is a trusted community marketplace for people to list, discover, and book unique travel experiences around the world. Whether an apartment for a night, a castle for a week or a villa for a month, Airbnb allows people to Belong Anywhere through unique travel experiences at any price point, in more than 85,000 cities and over 191 countries. We promote a culture of curiosity, humanity, and creativity through our product, brand, and, most importantly, our people.The Community you will join: Our small and extremely capable team of Gurgaon-based colleagues strive to make the impossible happen for our inbound and outbound travelers within this big and diverse market. ACC is providing varied services under Community Support thereby providing world-class customer experience to our customers. Besides this, ACC is also building deep capabilities for different verticals like Homes, Finance Technology Group, Finance Shared Services, Payments, Analytics, etc.The Payments (Payments Risk and Compliance Team) teams mission is to keep the online payment ecosystem safe and optimized to enable anyone, anywhere to pay and be paid with confidence, create a world-class compliance organization and have a data driven approach to building an innovation friendly, scalable compliance program. Our goal is to ensure that Airbnb Payments can grow in a safe fashion, with risks appropriately measured and mitigated. The Difference You Will Make: The Payments Partner Manager will be responsible for managing productivity and quality for partner teams, with a focus on partner oversight. The Partner manager is executing this responsibility on behalf of the Airbnb Operations team, and should coordinate/align with the Airbnb Operations team routinely. A Typical Day: VENDOR CONTRACT- LIFECYCLE MANAGEMENTDevelop and implement vendor management strategies, policies, and proceduresBuild new and improve existing system processing of vendor life cycle managementLead contract negotiations with vendor and partnersEnd to end ownership of MSAs and SOW contract managementEstablish and maintain effective communication and collaboration with internal partners and external vendorsEvaluate vendor compliance and risk exposure both at onboarding and periodic evaluationsManage risk and controls throughout the onboarding process and through vendor life cycleIdentify and implement standard processes and opportunities for vendor onboarding optimization along with process acceleration and simplificationDesign and implement new systems with ERP upgradesMEETINGS TO LEADLead Internal and Partner Capacity Planning Calls and HeadcountLead Operations and Vendor Management SyncCompliance and PRO Monthly and Quarterly Business ReviewsLead Outsourcing reporting calls for APUK and Lux teams MEETINGS TO CONTRIBUTEInternal and Partner WFM SyncTools and Access troubleshootingTitle Creation, Editing, and Testing callsSupport Training and Quality Partner SyncsCONTINUITYBackup for Vendor Management Access, Trouble-shooting and Business Critical DutiesCoaching & development of direct and indirect reportsLead for organizing, communicating & setting priorities for Partner programDelegation, motivating & representing direct and indirect reportsSupport Ops with Performance management & evaluation for Partner PerformanceRELATIONSHIP MANAGEMENTPartner Communication, Education, Influence & MentorshipIncorporate feedback from internal stakeholders, including quality, training and operations, and encourage dialogue to ensure operational and policy alignmentAuditing of Business Critical Processes & Service Delivery, and primary lead for invoice and budget managementSite Visits Management and visits for PRO and CompliancePROJECT MANAGEMENT GOVERNANCE AND EXECUTIONConsultant or Change Champion for new Enterprise, Global or Regional Programs e.g. Atrium, Wand to CCPAMLead Partner discovery, including strategic partner selection and modifications to existing network along with Senior leadershipCreate and drive projects aimed at KPI improvementYour Expertise: Bachelor’s Degree or Technical Equivalent Partner management experience with expertise in contract and invoice management Compliance or Risk management experience Superior communication skills both written and verbal Ability to gather objective information and make a subjective determination and be able to defend that determination both verbally and textually Strong ability to think clearly and rationally in order to understand logical connections between various data points. Strong problem-solving skills with an emphasis in adaptability and resilience Ability to clearly articulate compliance requirements to a non-compliance audience Ability to work closely and build trust with management, your team and other teams Exceptional organization and process management ability High level of personal integrity, interest in payments as evidenced by related work experience, proven dedication to excellence, leadership qualities and a flexible, creative, innovative approach to problem solving Ability and desire to work in a fast-paced environment Familiarity with SQL and data querying skills is a huge preference! 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 noiseInternet 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.

Design and improve Community Support agents and processes and procedures. Collaborate with cross functional stakeholders to drive alignment on overall business goals and requirements and establish an operating rhythm to optimize process improvement while fostering innovation. Implements process improvement projects using Lean Six Sigma methodology and deploys solutions, globally. Be a champion of data-driven decision making approach and culture to drive continuous performance improvement. Performance analysis by establishing Key Performance Indicators (KPIs); leverage data to measure success and identify areas of improvement using statistical process control methods. Facilitate identification of areas for inefficiencies/improvement and opportunities for innovation from operational standpoint as well as market trends and competitive landscape geared towards improving customer experience and optimizing cost. Communicates progress to stakeholders and presents opportunities for approval to senior leadership. Be a champion of data-driven decision making approach and culture to drive continuous performance improvement. Builds and updates Functional Designs showing the interactions between customer journey, agent processes, product features/requirements, policies, etc. Creates, communicates, and uses Failure Modes and Effects Analysis to determine failures within processes/experiences and leads the effort to mitigate or control failures. Your Expertise: The successful candidate will be an experienced process improvement professional with: Master / Bachelor Degree in Engineering, or Science and/or 6+ years of post-graduate experience in operations Lean Six Sigma Green Belt or Black Belt Certified with proven experience in delivering end-to-end Six Sigma projects with measurable impact Advanced knowledge of customer service and contact center operations Experience of driving continuous improvement within an organization including development and implementation of strategies to optimize workflows and reduce operational bottlenecks Proven track-record of developing and improving processes with positive impact to business metrics A strong team player with high initiative and demonstrated project management skills Strong data-driven analytical abilities and proven performance in operation problem-solving and quality assurance Experience or knowledge of low-code/no-code automation tools (e.g., Power Automate, UiPath) for workflow automation Demonstrated ability to interact and work effectively across functional teams and at multiple levels within the organization Experienced in project management and leading cross-functional teams to successfully achieve business goals Proactive and autonomous; be able to manage multiple tasks with minimal direction Excellent verbal and written communication skills Executing For Results Ethics, confidence, managing ambiguity and being open to learning Bias towards action and results delivery which are critical in highly performance oriented environment; passion for quality and efficiency and a strong can-do attitude A person with entrepreneurial drive, persistence, willing to go the extra mile Strong internal client-focus and centricity Distinct credentials to drive results by taking a proactive medium and long-term view of business goals and objectives Building Relationships And Using Influence Attentive listener, open-minded, and with strong interpersonal skills so that the necessary alliances with internal stakeholders can be forged and developed quickly Excellent communication, negotiation, interpersonal and intercultural skills Ability to influence and positively impact high caliber and self-confident peers and colleagues

This role requires heavy cross-collaboration with teams across other Platform organizations (Payments, Trust, Tax) and functions (Product Management, Operations, Policy) to inform, validate, track and influence the implementation and maintenance of the rules that enforce compliance with Financial regulations within Airbnbs platform. Core aspects of the role include: Setting and communicating strategy and direction of the team to evolve and maintain policy data, rules and systems within Compliance Refining team processes and work divisions to enable effective prioritization, planning, and communication of the team s sprint commitments Building relationships and working rhythms across peers and stakeholders in both India and the US Collaborating with organization Staff and Sr. Staff engineers to assist team in aligning architecture trade-offs Coaching and mentoring the team with empathy to do their best work while growing in their roles & responsibilities Creating deliberate plans and opportunities for addressing technical debt & quality, facilitating learning, and encouraging cultural engagement Participating in India site level and global initiatives to create a strong Payments organization Your Expertise 3-5+ years of experience as an Engineering Manager, with 9+ years of industry experience with a BS/Masters or 6+ years of industry experience with a PhD Experience leading a team to manage complex evaluation & enforcement logic combining user, business, and geographic attributes Expertise proactively managing and communicating dependencies across parallel tracks of work and cross-functional stakeholders Demonstrable experience creating expectations, coaching, and mentorship plans for ICs Comfortable independently establishing and validating priorities and direction in the absence of Product Management Track record of contributing to Technical Quality practices and roadmaps for the organization Experience managing distributed teams of varying experience levels Experience managing and interacting with geographically distributed teams and partners is a plus Previous experience building Compliance programs and systems is a plus

Your main responsibility will be to successfully bring volume searches to fruition and deliver exceptional experiences for candidates and hiring managers. Our team takes a consultative approach, working closely with stakeholders to understand their needs and provide tailored solutions. Dedicated to sourcing and hiring top talent in the market, we ensure that every individual interacting with Airbnb s recruitment process feels valued and supported. A Typical Day: Manage a team that drives a full-cycle recruitment process for high-volume positions in customer support, specifically in India. Coach the team to build diverse pipelines and consider the importance of balanced candidate slates to ensure a quality, speed-volume hiring process. Partner with talent partners, hiring managers, HR operations, and finance to build a hiring strategy and plan. Influence business leaders and educate hiring managers on process, interview best practices, and decision making. Provide exceptional candidate experiences and create new ways to surprise and delight candidates during the interview process. Accurately track candidate data and use systems correctly to report to the business. Lead a team that hires the best, brightest, and most passionate people for Airbnb, especially those with experience from large-scale contact centers. Your Expertise: Minimum 12+ (or more) years of full-cycle recruiting experience, with a focus on fast-paced, high-quality, volume hiring in customer support in a large scale environment. Deep understanding of the customer support industry and proven track record of creating and nurturing partnerships across this ecosystem. 5+ years of people management experience, leading a team of recruiting professionals who engage and hire customer support professionals. Ability to curate world-class hiring processes to drive results. Experience recruiting in general and administrative functions is a plus. Proven ability to identify, qualify, and close exceptional candidates. Strong written and verbal communication skills, with the ability to communicate complex concepts concisely and clearly. Well-developed analytical and influencing skills. Demonstrates a positive, can-do attitude, has a genuine curiosity to learn, receives feedback well, and consistently seeks to improve and grow. Comfortable working in a fast-paced environment with a high degree of ambiguity. Willing to roll up their sleeves to ensure that work is executed. Strong organizational and planning skills, with a solutions-oriented mindset. High level of self-initiative, creativity, perseverance, and flexibility.

Global Tax Engineering at Airbnb solves some of the most challenging and unique problems faced by our business. We are composed of multiple, highly skilled teams of engineers that own Guest and Host facing product experiences and backend systems that unlock and protect Airbnb s ability to operate across the vast number of jurisdictions around the world. Include insight to the working environment: Inclusive and supportive work environment. We promote sustainable engineering practices, well-being / healthy team dynamics, and value differences. Career development-- internal mobility, mentoring opportunities, and leadership development opportunities. Work on launching and expanding our protection products across global markets. Seize greenfield opportunities on a fast-growing team. Deliver on a strategic, multi-year platform roadmap and global rollout. Collaborate with product, engineering, data science, data engineering, and numerous platform teams within Airbnb. The Difference You Will Make: We are looking for a self-motivated leader who is interested in working in a highly dynamic environment by collaborating with cross-functional and cross-geographical teams. As a Staff Engineer, you would be expected to bring in expertise of managing large scale, and platforms, and support Airbnb s Tax Engineering and scale it to efficiently adapt to ever evolving regulatory needs. The systems, APIs, experiences, and tools that you develop will be used across guest and host surfaces around the world. As a Staff engineer, you ll be responsible for establishing a technical vision and building alignment within engineering and cross-functional teams - all while delivering a solution that is flexible, always available, efficient, and scales with the needs of the business. Your own unique skill set, rich experiences and thought leadership will be key to success in this role. A Typical Day: Lead the development and refinement of systems powering Tax. Partner with technical leaders inside and outside of Tax to design and build the next-generation Invoice system that is service-oriented, configurable, auditable and efficiently leverages existing Airbnb capabilities. Work closely with Product, Pricing, Payments, Operations and other cross-functional partners as part of a globally distributed team, to define and ship impactful features. Partner with other engineering teams in Airbnb to serve our users holistically. Lead and mentor engineers both inside and outside your immediate team in building solutions and developing skills. Advocate for and participate in efforts to advance Airbnb s engineering processes and technical foundations. Drive systemic improvements by identifying patterns to streamline development, reduce toil and increase technical quality and operational excellence over time. Your Expertise: 9+ years of experience in a hands-on software engineering role in backend / full-stack development. Bachelor s and/or Master/PhD s degree, preferably in CS, or equivalent experience Passionate about efficiency, availability, technical quality and system quality. Excellent communication and collaboration skills and the ability to work well within engineering organization and cross functions. Love collaborating via code reviews and architecture discussions, and are motivated to improve their teammates productivity Experience working with a microservice architecture at scale. Experience in Fintech, Tax, Invoicing is a bonus [Bonus] Experience working on a Product team or customer-centric software supporting a medium to large engineering organization. [Bonus] Show motivation for personal growth and learning new technologies to support the team s need

Master High-Stakes Customer Resolutions: Lead resolution of critical cases escalated to senior leadership, mirroring the precision of industries like luxury hospitality or premium aviation. Operate with urgency, delivering personalized solutions with unmatched attention to detail. Conduct investigative deep dives: Analyze high-impact issues (e.g., safety concerns, high-value customer disputes) through data-driven problem-solving and cross-functional collaboration. Redefine Customer Expectations: Create transformative customer experiences: Resolve not just immediate concerns but systemic issues, aligning with industries like luxury retail where service exceeds expectations at every touchpoint. Go beyond service recovery: Deliver tailored resolutions (e.g., surprise-and-delight gestures, executive-level handling) that build enduring customer loyalty. Deliver Empathy-Led Advocacy: Anticipate unspoken needs: Identify hidden pain points and proactively address them, following the example of empathetic industries like healthcare and high-end concierge services. Turn detractors into advocates: Use emotionally intelligent communication to rebuild trust and transform dissatisfied customers into brand champions. Collaborate and Influence Across Functions: Build bridges across teams: Work with wider Community Support, Legal, PR, Trust Safety, and other stakeholders to align customer outcomes with organizational goals.. Drive strategic change: Identify trends from customer escalations, translating them into actionable recommendations for leadership to improve policies, processes, and user experience. Develop Expertise and Mitigate Risks: Become a subject-matter expert : Deeply understand brand policies, compliance requirements, and regulatory obligations. Manage ambiguity with authority: Use sound judgment to handle complex, high-stakes cases with minimal supervision. Set the Gold Standard in Operations: Mentor and elevate peers: Share expertise to upskill team members, refine playbooks, and scale operational excellence, inspired by continuous improvement practices in elite organizations. Innovate processes: Design workflows that embed customer-first principles, reflecting the scalable excellence seen in leading tech and luxury brands. Qualification Investigate with precision: You approach problems like an auditor in finance or a specialist in healthcare, uncovering root causes others miss . Thrive in high-pressure environments: You remain composed and decisive, even in scenarios requiring rapid escalation and executive-level visibility Deliver beyond expectations: You treat every case as an opportunity to innovate and provide high end customer service. Communicate with confidence: Your messaging is polished, persuasive, and tailored for stakeholders at all levels from team members to C-suite executives. Think systemically: You anticipate the ripple effects of decisions, leveraging foresight seen in industries like aviation safety or strategic consulting. Requirement Experience: 3+ years in customer success, risk management, or service delivery in high-stakes sectors (e.g., aviation, healthcare, finance, or luxury retail). Availability to work 40 hours a week, available to work weekends and/or different shifts Track record of excellence: Consistently rated as a top performer in roles requiring quick decision-making and emotional intelligence. Availability: Flexible to work non-traditional hours, reflecting the round-the-clock commitment seen in premium service industries. Key Skills: Conflict resolution: Expert at diffusing tense situations with empathy and authority Time management: Proven ability to juggle 10+ critical tasks with precision, prioritizing effectively under tight deadlines. Strategic decision-making: Comfortable making high-stakes judgment calls (e.g., financial goodwill gestures, policy exceptions) that balance business and customer needs. Operational excellence: Experience with customer-centric workflows and governance models from industries like financial services or aviation. 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. Offices: Gurugram, India

As a Staff Senior Software Engineer on the Cities team, your work will directly contribute to one of the most potent elements of Airbnb s commitment to operate as a 21st-century company by enabling us to strengthen, partner with, and earn the trust of the communities we serve. The software systems you build will help cities implement and manage home-sharing regulations at scale around the world, and make it easier for our hosts to know about and comply with those regulations. You will work with a team of talented, passionate, mission-driven developers and a diverse set of partners and stakeholders across product, design, data science, policy, operations, and legal disciplines. Your contributions will take a variety of forms, including: Building a long-term regulatory platform with well-defined APIs that is service-oriented, modular, granular, observable, configurable, and efficient Developing an industry-first portal that enables city officials to directly understand the impact of Airbnb on their communities and manage compliance with local regulations, as applicable Creating highly-automated, auditable, access-controlled tools for Airbnb compliance managers to address off-platform compliance issues Designing intuitive experiences for hosts that make it simple for them to learn about and comply with their local regulations Acting as a role model and mentor for other engineers on the team through your visible commitment to best engineering practices What You ll Need to Succeed 8+ years of full-time work experience in software engineering, information technology, or a related domain Bachelor s or Master s degree in computer science, or equivalent experience Passion for delivering products end-to-end, from ideation through planning and scoping to implementation and experimental A/B testing Proficiency in one or more back-end server languages (Java/Ruby/C#/C++/etc.) Fluency with HTML, CSS, JavaScript, and related web technologies Experience with modern JavaScript libraries and tooling (e.g. React) is a bonus Expertise in popular storage systems such as relational or noSQL databases Ability to write high-performance production-quality code Willingness to work across the stack to address technical challenges anywhere in the system Experience in designing and building large-scale production systems Experience with SOA (service-oriented architecture) design patterns Success at mentoring others and leading by example Strong written and verbal communication skills Attention to detail, bias for action, and the ability to tackle ambiguous problems Desire to work collaboratively in cross-functional teams with design, product, data science, policy, operations, and legal partner

Work with market managers and stakeholders to ensure seamless lead-to-supply conversion and business alignment. Lead, mentor, and empower the team to achieve lead generation targets, drive performance, and foster a high-performing team culture. Monitor KPIs and conversion metrics, ensuring continuous improvement through regular coaching and performance reviews. Develop and execute lead generation strategies, optimizing qualification, tracking, and outreach methods for higher conversions. Enhance workflows, leverage automation, and implement AI-driven solutions to improve efficiency and scalability. Analyze trends, competitor strategies, and market opportunities to refine supply acquisition approaches. Lead high-impact projects, allocate resources effectively, and ensure timely execution aligned with strategic goals. Act as a key point of contact for global teams, defining business requirements and ensuring successful transitions. Track and analyze key performance metrics, identify improvement areas, and drive data-backed strategies for growth. Provide regular updates to leadership, ensuring transparency on project deliverables, challenges, and achievements. Your Expertise: Bachelors degree in a relevant field, or equivalent practical experience. 10+ years of experience in lead generation, supply growth, project and operations management, with at least 4+ years in a leadership role overseeing teams and driving performance. Proven track record in setting up, scaling, and optimizing lead generation strategies, with expertise in conversion rate improvement and process automation. Experience in Inside Sales is a plus. Excellent communication and stakeholder management skills, with the ability to collaborate across teams, influence decision-making, and align strategies with broader business objectives. Strong analytical and problem-solving skills, with experience in leveraging data insights to drive business decisions and improve efficiency. Experience in the travel, hospitality, or marketplace industries, with a deep understanding of supply acquisition, market trends, and competitive dynamics. Ability to adapt to a fast-paced, dynamic, and evolving work environment.

Gain strong understanding of the functional strategies Partner with the Talent Enablement Partners (India) on cyclical and strategic programs and initiatives Intake, analyze, identify and execute plans and solutions to effectively address a broad range of employee matters. Collaborate with appropriate EX partners where needed. Advise and coach people managers and employees on matters that require intervention and functional guidance. Help the workforce gain skills to operate effectively as business grows and scales. Partner with EX Centers of Expertise (COEs) to plan, manage and support cyclical programs including (but not limited to) performance management, annual compensation reviews, talent reviews and employee listening. Share content and process feedback with COE teams to ensure continuous improvement. Partner with key functional teams to ensure a stellar client experience including the Legal team to ensure compliance with employment regulations; Total Rewards in relation to compensation and benefits clarity and guidance; Talent Ops on talent processes/projects. Management reporting and driving the talent analytics and insights work; preparing Workday reports to help support the leadership teams Partner with the Business Systems team to be continually improving our HR & Talent Management systems, including providing inputs on business process, audits, reporting, and new requirements Benefits Administration: Liaising and maintaining relationships with benefit providers & updating (registration / updating / de-registration) of benefits enrolment and data reporting as required Employee Exits: Manage logistics of all employee exits, including updating Leave types trackers/plans & generating reports Data analytics - compiles data and reports using Tableau or Excel, including bespoke data requests from managers. Analyses data to support decision making. Your Expertise: 8+ Years relevant Talent/HR Generalist experience, including HR Operations, Compensation, Benefits, Recruiting, Employee Relations, Performance and Change Management Experiences in Indian labour laws and benefits Ability to look at the bigger picture while being comfortable with the everyday executional elements of the role Strong influencing skills to enable leaders and managers drive the right outcomes for the organization Excellent analytical, problem solving and troubleshooting abilities, including reporting, synthesizing data to identify themes and create solutions to address those issues Problem solving - ability to assess, plan, prioritize and implement in a timely way Strong collaboration skills to partner effectively with a diverse set of stakeholders including the business leaders, COEs, and various cross functional teams Hands-on experience administering Workday is strongly preferred. Solid working knowledge of HRIS workflow, reports development, and support is preferred. Proven record of accomplishment utilizing advanced MS Excel skills, Google Applications (Gmail, Google Calendar, etc.) and Tableau Strong written and verbal communications Ability to manage competing demands while being extremely adaptable - we move fast here and we are constantly changing directions, but we keep it all together AND we think that is fun. You should too. Experience in international working environment An interest in travel is a plus! This role is Hybrid, with minimum 2-3 working days in Gurgugram office or more as per business requirements.