About the job
Airbnb is a global platform offering unique stays and experiences that connect communities in an authentic way. Join our India Global operations hub to deliver sensitive and complex specialty services.
What you'll do:
• Manage the day-to-day operations of the services in scope, driving the highest level of performance from the teams and establishing performance management structures.
• Define, monitor, report and improve efficiency and quality metrics for each service based on its performance scorecard.
• Bring a data-driven lens to occupancy, SLA, capacity and workforce decisions.
• Lead a mixed layer of leadership, coaching Supervisors on daily performance management and setting quarterly direction.
• Oversee team structure, recruitment, onboarding, training and upskilling plans.
• ACC delivery setup to execute global priorities and on-the-ground landing of global programmes to timeline and quality.
• Surface operational pain points early enough to influence global design.
