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Salary: INR 1,370,000 - 1,790,000 / annual
Airbnb's AirCover team is seeking a Supervisor to lead a team of specialists focused on building the world's most loyal travel community through exceptional service. The AirCover program provides coverage for hosts, guests, and travel insurance, and this role sits within Global Operations: Scaled Ops & Optimization.
You will be directly accountable for your team's performance and will drive efficiency and quality in collaboration with peers and cross-functional stakeholders. Your primary responsibilities include:
**Day-to-Day Operations & Team Management:**
- Manage team performance through KPIs (productivity, quality, operational health) while maintaining superior team support and wellness
- Handle volume and SLA management, supporting your team with urgent escalated cases
- Oversee scheduling, shift approvals, team meetings, and one-to-one check-ins
- Handle escalated and complex investigations, urgent escalations, property damage claims, and personal safety concerns
- Manage light project management and data analysis as needed
**Leadership & Development:**
- Foster employee happiness through human-centered leadership, creating team connections and communicating direction
- Provide regular performance feedback that supports positive career growth
- Develop and refine working knowledge of all workflows and train your team to high standards
- Serve as point of contact for urgent or sensitive cases, spending time each week on case work to maintain subject matter expertise
**Strategic Contribution:**
- Think critically about policies and procedures to increase efficiency and customer satisfaction
- Understand top user issues and quality/customer insight data; support your team in making data-supported recommendations
- Drive your team to meet and exceed metrics expectations
- Lead and/or participate in cross-departmental projects as assigned
- Balance priorities based on seasonality and the needs of customers, team, and Airbnb
- Drive a culture of belonging and inclusivity
You will work closely with Legal, Communications, Public Policy, Public Affairs, and other cross-functional teams to inform policies, programs, and systems that improve department quality and support the Airbnb community.
**Requirements:**
- 7 years of overall experience with 2-3 years leading, inspiring, and motivating others to meet functional, team, and individual development goals and metrics
- Experience in a leadership role working with customers where safety and security of properties has been at risk
- Strong analytical and critical thinking skills; ability to tell a story with data and metrics, and articulate wins, risks, and challenges
- Excellent written and verbal communication skills; presentation skills a bonus
- Ability to maintain high levels of confidentiality while performing investigations
- Comfort working in ambiguity and embracing the adventure
- Language proficiency in English
- Preferred: Minimum 2 years of experience in Insurance/Liability Claims
- Preferred: Understanding of Third Party Administrators/Adjusters concepts
- Preferred: Understanding of Claims processes
- Required: People Management skills
