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

The Scaled Operations team at Airbnb helps increase supply effectiveness, utilization, and impact using people-powered operations. The Vetting team is responsible for validating, creating, and curating structured data to be leveraged at scale across various products and programs throughout Airbnb. We are an experienced group of creative and goal-driven individuals who are constantly looking for ways to improve, even in challenging situations such as tight deadlines, rapidly changing demands, and ambitious targets.

The Difference You Will Make

As the Operations Lead, Experiences, you will be responsible for Airbnb Experiences supply vetting and funnel management and life cycle management. Utilizing your subject matter expertise, you will partner closely with cross-functional stakeholders to develop and implement operational strategies and tactics to optimize processes to ensure efficiency and accuracy to achieve supply goals.

A Typical Day

• Review and analyze Airbnb Experiences supply vetting funnel metrics to identify and prioritize bottlenecks.
• Collaborate with the Airbnb Experiences Supply teams on ongoing initiatives.
• Incorporate feedback from various stakeholders into the onboarding process to enhance its efficiency and effectiveness.
• Work on the development and refinement of the onboarding playbook for successful supply onboarding.
• Liaise with the analytics and tooling team for data and tools that can further improve the onboarding process.
• Build and strengthen cross-functional relationships within Airbnb to align with the company’s overall goals for Airbnb Experiences supply.
• Prepare and present data-driven insights and suggestions to executive leadership for improvements to the Airbnb Experiences program.
• Set priorities and tasks for enhancing the onboarding process, including stakeholder meetings and playbook refinements.

Your Expertise

• 10+ years in operations management, preferably within the context of a large-scale supply chain or service provider network.
• Strong understanding of onboarding processes and experience in optimizing such processes for efficiency and effectiveness, including experience in problem-solving and the ability to proactively identify and address potential issues in business operations.
• Proven ability to excel in a fast-paced, rapidly evolving organization that operates within a matrixed structure, embracing ambiguity and complexity while working towards common goals.
• Experience driving innovative efficiencies at scale to provide productivity uplift for global operations teams.
• Experience in utilizing data analytics to inform decision-making and strategy development. Capability to work closely with analytics teams to understand and interpret data.
• Proven experience in building cross-functional relationships and working collaboratively with various teams.
• Demonstrated ability to influence key decisions at the leadership level, including strong presentation skills and experience in communicating insights and recommendations to senior leadership.
• Highly developed organizational and time-management skills to assess and prioritize tasks.
• Success in managing multiple priorities and tasks in a dynamic work environment.
• Knowledge about or experience with the Airbnb platform and its operations would be a plus.
• Some travel may be required.

Preferred Experience

• Experience with machine learning algorithms, data management, or data quality control.
• Strong understanding of AI prompt engineering.

Your Location:

This position is US – Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

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.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

How We’ll 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

$150,000—$193,500 USD

Operations Lead, Services

The Difference You Will Make

As the Operations Lead, Services, you will be responsible for Airbnb Services supply vetting and funnel management and life cycle management.. Utilizing your subject matter expertise, you will partner closely with cross-functional stakeholders to develop and implement operational strategies and tactics to optimize processes to ensure efficiency and accuracy to achieve supply goals.

A Typical Day

• Review and analyze Airbnb Services supply funnel metrics to identify and prioritize bottlenecks.
• Collaborate with the Airbnb Services Supply teams on ongoing initiatives
• Incorporate feedback from various stakeholders into the onboarding process to enhance its efficiency and effectiveness.
• Work on the development and refinement of the onboarding playbook for successful supply onboarding.
• Liaise with the analytics and tooling team for data and tools that can further improve the onboarding process.
• Build and strengthen cross-functional relationships within Airbnb to align with the company’s overall goals for Airbnb Experiences supply.
• Prepare and present data-driven insights and suggestions to executive leadership for improvements to the Airbnb Services program.
• Set priorities and tasks for enhancing the onboarding process, including stakeholder meetings and playbook refinements.

Your Expertise

• 10+ years in operations management, preferably within the context of a large-scale supply chain or service provider network.
• Strong understanding of onboarding processes and experience in optimizing such processes for efficiency and effectiveness, including experience in problem-solving and the ability to proactively identify and address potential issues in business operations.
• Proven ability to excel in a fast-paced, rapidly evolving organization that operates within a matrixed structure, embracing ambiguity and complexity while working towards common goals.
• Experience driving innovative efficiencies at scale to provide productivity uplift for global operations teams.
• Experience in utilizing data analytics to inform decision-making and strategy development. Capability to work closely with analytics teams to understand and interpret data.
• Proven experience in building cross-functional relationships and working collaboratively with various teams.
• Demonstrated ability to influence key decisions at the leadership level, including strong presentation skills and experience in communicating insights and recommendations to senior leadership.
• Highly developed organizational and time-management skills to assess and prioritize tasks.
• Success in managing multiple priorities and tasks in a dynamic work environment.
• Knowledge about or experience with the Airbnb platform and its operations would be a plus.
• Some travel may be required.

Preferred Experience

• Experience with machine learning algorithms, data management, or data quality control.
• Strong understanding of AI prompt engineering.

Your Location

This position is US – Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Trust and Safety Investigation Specialist (contract)

Candidates MUST be in CST or PST zone for consideration of this role.

Responsibilities:

Maintain Subject Matter Expertise of your respective Specialization to successfully complete core work and escalations

Educate users on how to maintain security and safety while using Airbnb responsibly

Investigate complex situations and potential fraud surfaced in high volume queues

Work with Operational Lead to support cross-functional groups to develop and enhance internal policies and tools such as increasing automation, updating policies, and fixing product loopholes

Understand our risk systems and investigate account patterns

When trends or product vulnerabilities have been identified, you are able to escalate to the Product Support Job Family

Maintain high levels of confidentiality while performing investigations

Comprehensively document investigations

Develop and maintain a comprehensive understanding of the purpose of your Specialization

Work with external Product vendors to enhance proactive and reactive risk detection as an informing or collaborating task.

Demonstrate great judgment and be open to sharing what you know with others.

Key Relationships

This role requires building and maintaining relationships with the following stakeholders, outside your Reporting line:

Informing relationships with Shared Services, EPIC, Community Policy

Content, Community Policy, Training, Quality, BPI (Service Optimization), ParMan, as potential Cross-functional Areas of Focus.

Technical Skill Requirements

Familiarity with the Google suite: mail, docs, sheets, and slides

Mac OS

Experience with customer ticketing systems

1-2 years of experience within risk management, fraud prevention, or Trust and Safety

Must be available for a regular schedule of 5 days work per week (40 hours), mutually agreed with your Lead, which may include weekend days and public holidays. Shifts may include evening or early morning hours

Shift will be working 8AM-5PM Tues – Sat or Sun-Thursday

Excellent interpersonal and communication skills, both written and verbal, to help our community in a tactful and diplomatic manner. Ability to balance fraud prevention alongside a positive customer experience

Excellent problem solving, critical thinking, analytical, ability to organize and work independently with rapidly changing priorities

Solution and outcome-oriented

Strong investigative ability, internet research, organizational, and analytical skills.

Ability to detect vulnerabilities in existing and new products or features, and anticipate the ever-evolving fraudulent behaviors.

Desire to work in a fast-paced and rapidly changing environment. Ability to multitask, learn and adapt to new technologies

Ability to remain calm in time sensitive situations; able to prioritize and respond to user and cross-­functional team needs

Ability to remove personal bias to focus on fact-based investigations and remain impartial in sensitive situations involving users,

Ability to analyze data for patterns and detail oriented:­ you do your due diligence when completing an investigation

Strong communication skills, both written and spoken, self-motivated and results-oriented

Detail oriented:­ you do your due diligence when completing an investigation

Ability to learn and adapt to new technologies. Able to work and self-organize with rapidly changing priorities

Experience with Jira, SQL, and Asana is also a plus

Ability to analyze data for patterns and draw conclusions and suggestions

Fluency in another language is a plus

What sets you apart:

You may have 3 to 5 years experience in a similar role elsewhere or you may have learned on the job at Airbnb

Pay Rate Range: $23-$27//hour

Benefits: Medical, Dental, Vision, 401K

Recruiting Coordinator (contract)

What you will be doing:

Representing Airbnb: You will be a representation of Airbnb even in a remote setting. You must be able to represent our friendly, genuine and passionate Airbnb culture through all communications with candidates.

Acting as point of contact for candidates; coordinating, scheduling, and managing interviews as well as travel and accommodation arrangements when required. Making sure everyone is in the right place at the right time.

Using our applicant tracking system and relevant recruiting processes to keep organized and help keep our busy team on track.

Upholding our standard of “one team, one goal.” Our Recruiting Coordination team works together to reach our goals. This will include supporting multiple functions, cross-training, hosting and scheduling support and completing assigned tasks.

High-volume global scheduling of interviews: phone screens, video conferencing, presentations and virtual onsite interviews.

Providing updates to candidates regarding their applicant/interview status as needed.

Developing strong candidate and stakeholder relationships (Hiring Managers, Recruiting, etc) and maintaining effective communication channels.

The ideal candidate will be:

Someone with a Bachelor’s Degree or 1-2 years work experience in coordination or customer service.

Obsessed with candidate experience: we see our candidates as our guests, and we are their hosts. It is the Coordinator’s job to ensure a smooth experience.

Detail oriented, highly organized, able to multitask – 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.

A team player and a true people person.

An excellent communicator, both written and verbal. With an appropriate blend of professionalism and friendliness

Someone with polished communication. You’ll interface with senior leadership candidates.

Someone with a keen eye for detail. You’re always double checking things

Self-directed with a high sense of urgency while maintaining a meticulous attention to detail.

Someone who anticipates possible issues before they arise and effectively problem-solves in advance. This includes independently making quick, educated decisions.

Someone who has impeccable attention to detail, the ability to maintain a high degree of professionalism and a calm demeanor.

Someone who demonstrates excellent judgment, discretion and sensitivity.

Able to take initiative and have the confidence to keep interviews running on time, encourage people to get their feedback in a timely manner, and nudge the recruiters to get back to their candidates when necessary.

Passionate about the product, concept, history and culture of Airbnb.

Proficiency in MS Office/Google products.

Process-oriented.

Personable and able to keep a positive attitude under stressful and shifting circumstances.

Extremely creative and process-driven: you’re constantly looking for ways to make things work more efficiently.

The ideal candidate will be: BA or 1-2 years work experience in a customer/candidate facing professional environment

Belonging & Accommodations:

Airbnb is committed to working with the best and brightest people from the broadest talent pool possible. We believe a diversity of ideas fosters innovation and engagement, and allows us to attract the best people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. If you need assistance, or reasonable accommodation during the application and recruiting process, please connect with your talent sourcing partner.

Pay Rate Range: $27-$37/hour.

Benefits: Medical, Dental, Vision, 401K