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Salary: INR 4,900,000 - 7,000,000 / annual
Airbnb is seeking a Senior Manager, Safety to lead end-to-end delivery for a portfolio of Global Operations' most sensitive and highest-severity specialty services. You will manage approximately 200 team members across Specialists, Team Specialists, Supervisors, and Managers, with accountability for KPIs, people, and overall business health. This role has direct exposure to user-safety, regulatory, and financial-loss risks, with authority to make final decisions on complex, irreversible matters.
You will serve as a senior delivery partner to global process leads, translating global agendas into on-the-ground execution and providing a single accountable counterpart at the India site. You will build and maintain trusted relationships with senior stakeholders while continuously seeking opportunities to streamline and optimize operations.
Key responsibilities include:
**Drive Delivery Performance**: Manage day-to-day operations of services in scope, driving high performance from teams and establishing performance management structures. Define, monitor, report on, and improve efficiency and quality metrics for each service while keeping India operations aligned to global standards. Adapt performance management structures based on shifting business priorities and volume patterns. Apply data-driven approaches to occupancy, SLA, capacity, and workforce decisions.
**Lead and Grow Leadership Team**: Lead a mixed layer of leadership including Managers and Supervisors reporting directly. Coach Supervisors on daily performance management while setting quarterly direction. Stay close enough to operations to spot execution gaps early. Support Managers and Supervisors to ensure high employee engagement. Oversee team structure, recruitment, onboarding, training, upskilling, and build succession and cross-skilling pipelines. Be a visible leader who creates supportive connections through open communication and carries teams through change.
**Partner with Global Process Leads**: Stay ahead of global Ops priorities and ensure delivery is set up to execute them. Surface operational pain points early to influence global design. Work across services and with Quality, Training, Business Process Improvement, Analytics, and Workforce Management to eliminate functional silos. Feed insights into process, policy, and tooling improvements. Support global consolidation agendas where India is scaling to become the primary servicing site.
**Manage Senior Stakeholders**: Be responsible for executive and senior leadership stakeholder management, adapting communication to audience. Develop deep expertise in operations, workflows, policies, and systems to assess cases and make sound decisions. Represent the India operations credibly in global forums.
**Reduce Complex Cases**: Track and understand common themes behind complex cases and escalations. Partner with cross-functional teams to champion improvements to processes, policies, and products that improve customer experience and reduce escalations.
**Requirements**:
- Minimum 13 years of strong end-to-end frontline operations management experience in a customer-facing environment, with a track record of owning KPIs, people, and business health for large teams
- Highly agile; able to pick up new skills, services, and queues quickly and re-prioritize as portfolio and global agenda shift
- Advanced people leadership, performance management, coaching, and mentoring experience, including leading through both manager layers and direct supervisor relationships
- Comfortable operating hands-on with junior leadership: coaching Supervisors on daily execution while holding longer-term agenda
- Ability to work in high-pressure environments with visibility to sensitive, confidential, and potentially traumatic content; ability to support teams working with the same
- Experience in complex case management with VP-level stakeholders and above preferred; crisis management or Trust & Safety experience in a marketplace business is an advantage
- Strong influencing, presentation, interpersonal, and teamwork skills; able to work collaboratively across expansive business partner organizations
- Ability to handle multiple complex, fast-moving situations simultaneously and make sound decisions with incomplete information
- Highly organized with strong project management skills; able to switch between tactical, urgent work and long-term planning
- Strong analytical skills and data-driven approach to operations
- High energy, strong attention to detail, ability to prioritize and deliver in fast-paced environment
- Strong communication skills and ability to take teams through significant change
- Bachelor's degree or equivalent required; MBA or other Master's degree preferred
- Ability to flex working hours to respond to global business demand; high level of reactivity expected
- Comfortable working 24/7 rotational shifts with team and working from office in Gurugram
