Senior Tools Support Specialist

The Community You Will Join: 

The Trust Defense organization protects, guides, and mobilizes the creation of trust in our community and on our platform. We hire quality talent who embody our company values and hold a steadfast commitment to creating a world where anyone in the Airbnb community can host, travel, and connect with peace of mind. We are currently looking for a full-time Tools and Process Improvement Lead to join the team. 

The Difference You Will Make:

• Demonstrates integrity, confidence in decision-making, and adaptability in navigating ambiguity, while continuously embracing growth opportunities.

• Displays a bias towards action and consistently delivers results in a high-performance environment.

• Displays a bias towards action, consistently delivering high-performance results with a strong dedication to quality and efficiency, maintaining a 'can-do' attitude.

• Driven by entrepreneurial zeal, persistent in overcoming challenges, and willing to go the extra mile to achieve success.

• Prioritizes stakeholder needs and ensures their satisfaction through attentive service.

• Possesses a track record of driving results by proactively aligning actions with medium- and long-term business objectives.

• Attentive listener, open-minded, and with strong interpersonal skills so that the necessary alliances with internal and external groups can be forged and developed quickly.

• Excellent communication, negotiation, interpersonal and intercultural skills

• Ability to influence and positively impact high caliber and self-confident peers and colleagues.

A Typical Day: 

• Lead business requirements from Ops and communicate requirements to cross functional teams, facilitate discussion and influence system design, architecture and prioritization to get Ops requirements on the respective cross functional teams’ roadmap

• Collaborate with Product Management and other cross functional stakeholders including Engineering, Data Science, Data Analytics and Shared Services to drive alignment on overall business goals and requirements and establishes an operating rhythm to optimize product and process improvements while fostering innovation

• Facilitate identification of areas for inefficiencies/improvement and opportunities for innovation from Operational standpoint as well as market trends and competitive landscape geared towards improving customer experience and optimizing cost 

• Be the Subject Matter Expertise on Technical Tools and Processes for Ops across all Trust domains and stay informed about industry trends, emerging technologies and competitive landscape

• Drive cross-functional project teams to ensure initiative goals deliveries are on budget and on schedule and act as a liaison to communicate and plan for any unplanned events across Trust Ops organization

• Lead, manage and facilitate the delivery, implementation and adoption of initiatives/programs by cross functional teams across internal and partner teams in Trust Operations organization 

• Champion continuous improvement philosophy and drive adoption of Lean and Agile methodology culture in the organization through training, coaching/mentoring, and leading/managing/implementing continuous improvement projects

• Lead Performance Analysis by establishing Key Performance Indicators (KPIs) for each of the functional domains and effectively leverage data to measure success and identify areas of improvement

• Be a champion of data-driven decision making approach and culture to drive continuous performance improvement

• Manage a team of Operations Technical Specialists to drive Tools and Technical changes across all the operational lines

• Responsible for growth, coaching and mentorship of the Technical Specialist team

Your Expertise:

The successful candidate will be an experienced Tools and Process Improvement professional with:

• Master / Bachelor Degree in Engineering, or Science, (Engineering background is preferred)

• 10 years of experience in front office or back office operations related field with minimum 6 years experience in a process improvement in evaluating, implementing and managing tools and technologies

• Experience of driving continuous process improvement within an organization including development and implementation of strategies to optimize workflows and reduce operational bottlenecks

• A strong team player with high Initiative and demonstrated project management skills

• Strong data-driven analytical abilities and proven performance in operation problem-solving with strong experience in delivering quality assurance processes to maintain high standards of quality in back office operations as well as tools

• Demonstrated ability to interact and work effectively across functional teams and at multiple levels within the organization

• Proven organizational and leadership skills to motivate and influence others positively to drive for results 

• Ability to build strong relationships and partner with key stakeholders to build trust and influence at multiple levels within the organization

• Be able to manage multiple task simultaneously with minimal direction

• Proactive and autonomous

• Excellent verbal and written communication skills

In terms of the performance and personal competencies required for the position, we would highlight the following:

Executing for Results

• Ethics, confidence, managing ambiguity and being open to learning

• Bias towards action and results delivery which are critical in a highly performance oriented environment; passion for quality and efficiency and a strong “can-do” attitude

• A person with entrepreneurial drive, persistence, willing to go the extra mile

• Strong internal client-focus and centricity

• Distinct credentials to drive results by taking a proactive medium- and long-term view of business goals and objectives 

Building Relationships and Using Influence

• Attentive listener, open-minded, and with strong interpersonal skills so that the necessary alliances with internal and external groups can be forged and developed quickly.

• Excellent communication, negotiation, interpersonal and intercultural skills

• Ability to influence and positively impact high caliber and self-confident peers and colleagues.

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.