Senior Operations Specialist, Hosting

Description

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.

The Community You Will Join

Set up in 2017 in Gurgaon, Airbnb Capability Center was established to service the global Airbnb community. We are a fast-growing, up-and-coming office and home to the most hospitable people you will ever meet! 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 GSS, Finance Technology Group, Finance Shared Services, Analytics etc.

A Typical Day : 

• As a Senior Operations Specialist ,the individual will be expected to work on the following BAU complex projects for Accessibility program
• Phase 3 of LabelBox before all A11y features go live on AirbnbPhase 3 (Ready to Publish) of MediaBox vetting for the Adapted category before they go live, Listing Level Review to curate supply for AdaptedPriority Geo Review
• Vetting - Engagement coordination work for priority reviews for Adapted category
• Handling ticket escalations that involve Nova knowledge and interaction with the Hosts.

These projects require strong process expertise and special skills like spatial awareness, 3D visualization knowledge, and contextual understanding, etc.

Responsibilities : 

• Handle Complex BAU projects - Do a Final QA in all the final Phases of multiple work streams of the Accessibility program with a high level of expertise developed through a combination of job related training and considerable on-the-job experience.

• Stakeholder Engagement: Senior specialists are expected to have increased interaction with stakeholders and they will be a part of such meetings to help in decision making and implementing process improvements ideas.

• Peer Support : As a senior specialist, this individual may be expected to provide guidance and support to other specialists in the team, that could be extended to the partner site as well. This could involve mentoring new team members, especially the partner site, answering their questions, and helping them improve their skills in picture reviewing.

• Quality Assurance:In addition to reviewing complex Phases, senior specialists may be responsible for conducting quality assurance checks on the work of other specialists. This could involve spot-checking their reviews, providing feedback for improvement, and ensuring adherence to the set guidelines.

• Training and Development: The senior specialist may be involved in training new specialists, conducting workshops, or creating training materials. They would share their expertise, best practices, and insights to help the team develop their skills and knowledge in picture reviewing.

• Subject Matter Expert : Provide subject matter expertise and/or guidance to more junior team members – but is not a full supervisor; or, acts as a role model of discretion and professionalism as the first level of contact for senior company leadership.

Your Expertise : 

• Bachelor's Degree in any stream
• Strong attention to detail with high level of accuracy
• Ability to interpret and apply policy and QA standards
• Ability to quickly absorb training on product and tool functionality
• Ability to consistently meet expectations with regards to productivity for repetitive tasks
• Ability to take quick decisions
• Ability to recognize patterns and similarities in work and propose optimizations
• Strong interest in quality and user experience
• Strong grammar and punctuation skills
• Ability to work collaboratively and cross-functionally, across offices and timezones (24/7 with rotational week off, including working on weekends)
• Ability to thrive in a fast-moving and sometimes stressful environment
• Strong skills in Excel and Spreadsheet management
• Fluent English speaker with good vocabulary
• 3 + years of relevant work experience.

Our Commitment to Inclusion and 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.