Operations Enablement Manager, AirCover

The Community you will join:

Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. It takes a unified team committed to our core values to achieve this goal. Airbnb's various functions embody the company's innovative spirit, and our fast-moving team is committed to leading as a 21st century company.

The AirCover team is charged with ideating, building, launching, and managing the AirCover business inside of Airbnb. We have a huge responsibility to our community of Hosts and guests to be there when things don’t go exactly as planned with their reservations. We have a lot of work to do in the coming years and we are looking for someone who will help us manage all of the things that need to be done to deliver best-in-class services to our community.

We are actively seeking an enthusiastic and dedicated manager with proven ability to inspire and motivate teams within a dynamic and cutting-edge risk management environment. In this pivotal role, you will take charge of leading the charge in continuous process improvement and optimization of our operational tools and products, with the overarching goal of reducing operational friction, inefficiencies, and enhancing productivity through data and process driven approaches. You will also be responsible for leading partner teams based in India with a goal to improve network performance through best practice sharing and supporting partner teams with concerns.

Your mission is clear: enable Aircover's business growth and scale aspirations by fostering a culture of operational excellence driven by data.

As a key leader within our organization, you will forge close collaborations with cross-functional teams, working in unison to identify, implement, and execute improvements in both processes and platform operations. Your expertise will be instrumental in improving workflows, thereby streamlining operations and ensuring a smooth pathway for our business to thrive. Moreover, you will be a vital liaison between our global platform team and the Service Design and Innovation team, ensuring the seamless integration of product improvement into our existing processes. You will champion operational efficiency, inspire innovation, and drive our mission of growth in the dynamic realm of risk management. If you are ready to take on this challenge and help us reach new heights, we invite you to join our team.

The Difference You Will Make:

In this role, you will lead the team towards the execution of the company and strategic goals following the guidance of the Aircover Leadership team, and collaborate with the wider team to develop recommendations for service and operational improvements. You will lead the team execution of managing various initiatives, partner teams and metrics related projects. 

A Typical Day:

• Maintain Subject Matter Expertise, develop and maintain a comprehensive understanding of all Aircover products to successfully implement changes that lead to positive outcomes
• Assist the AirCover leadership team at ACC and globally  with the review of processes, policies, and procedures to identify opportunities for improvement related to various products under the AirCover platform.
• Lead end-to-end strategy and initiatives within the team. This includes helping to drive onboarding, talent development and people engagement.
• Partner with Platform Managers, OCM, KM, Training, Quality and other work-streams to drive tooling, product, and process changes.
• Assist in creating and/or overseeing the review and maintenance of written guidance for both internal use and external consumption, including articles, macros, training materials, and handbooks.
• Translate customer insights into actionable plans that inform product and service experience
• Develop and maintain a deep understanding of customer needs, behaviors, and preferences through ongoing research and analysis
• Conduct research on industry best practices and propose necessary updates as a result of your learnings
• Think critically and constantly evaluate policies and procedures. Work with the team to identify opportunities to improve performance and better optimize processes for the team, region, and global community via continuous improvement.
• Enable professional and personal growth through supporting and challenging the team with feedback, enabling opportunities and expectation-setting.
• Mentor team members positively to develop and improve their skills & drive high performance culture
• Lead the team towards the execution of the company and strategic goals following the guidance of the leadership, and collaborate with the wider team to develop recommendations for service improvements and regional prioritisation. .
• Lead and/or participate in projects outside of the scope of our core team, as needed

Your Expertise:

• You have 10+ years of experience with process improvement, project management in insurance or FinTech domain.
• You take pride in delivering outstanding customer experience and have the ability to dig into the way things are currently done and look for improvements for the future
• You translate organisational and customer pain points into actionable opportunities to drive upstream change and innovation to improve our customer experience
• Must be a self-starter with the ability to work effectively independently and in team settings to include close collaboration with operating , partner and global teams
• Capable of comprehending intricate relationships and establishing linkages between the organization and the internal and external environment. Skilled in achieving outcomes while managing competing priorities and navigating through ambiguity.
• Ability to analyse data to identify trends, patterns, and areas for improvement, and use this information to make data-driven decisions. 
• Ability to work and solve problems independently, collaboratively, or through delegation.
• Thought leadership, Critical thinking, Excellent written, oral, and presentation skills and an ability to synthesise information and make clear, concise recommendations on course of action is a must
• Proven ability to identify and cultivate relationships with key stakeholders & leadership representing a broad range of functions and levels.
• Eagerness to imagine, innovate and build a process from scratch without strict guidelines or prescribed structure 
• Prior leadership experience leading teams
• Preferred experience in managing & driving performance, building relationships with partners/ vendors teams

Work Location:

Gurugram

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.