AirSeva General Manager(Centre Head)

Job Description

Airbnb is about hospitality with a mission of creating a world where people can belong through healthy travel that is local, authentic, diverse, inclusive and sustainable . The Airseva team supports this mission with a vision to provide agile, scalable and efficient operational support to the various global Airbnb teams.

Airseva is the internal captive operations arm of Airbnb. Established in 2017 in Gurgaon (India), Airseva provides support to Airbnb teams across customer service, finance, business systems and business operations for the Homes business unit. In your role as General Manager, you will lead the Airseva entity and be responsible for building new service capabilities and leading the existing businesses and support teams in delivering exceptional service to Airbnb guests and hosts as well as internal customers. You will work with senior stakeholders across Airbnb’s BUs, Platform and G&A teams in developing business requirements, recruiting and scaling talent in Gurgaon and ensuring performance meets or exceeds established business SLAs.

To achieve this, you should have experience in a range of business areas (including shared services operations, strategy, finance, data analytics, IT, project management), and be able to build credibility with internal and external audiences through your executive presence and communication skills.

You will work hand-in-hand with business leaders to transform requests from the business into tangible service design capabilities that help the businesses achieve their goals while delighting our guests and hosts.

Roles and Responsibilities

• Business Leadership Developing a deep understanding of the Airseva business and providing leadership that drives the definition of a future state road map and ensure the quality of all deliverables is met.
• Long-Term Strategy and Planning: Creating and strategizing business operations that deliver excellent results.You will collaborate with the businesses to develop and describe long term support strategy that advances the business’s objectives as well as those of Airseva.
• Operational Execution You will lead the building of new service capabilities and transition of any related internal operational activities to Airseva. You will continue to build on Airseva’s capabilities to provide agile, high-quality and cost-effective support to Airbnb teams.
• Building Senior Stakeholder Relationships: You will identify and liaise with leaders across Airbnb - business owners, platform function, G&A teams etc whose input and collaboration is necessary to achieve business goals. You will work jointly with these global teams particularly in the APAC region to guide the organization through changing priorities.
• Establishing and Implementing Operating Plans for Airseva teams You will work with the leadership teams of the various lines of business at Airseva to establish weekly, monthly, quarterly and annual plans around working modes, work deliverables, business reviews, goals alignment etc.
• Representing Airseva in the local community: You may be required to represent the Airseva and Airbnb Business as required in the local India market for partner engagement, brand building, relationship building and hiring campaigns.
• Employee engagement You have a proven ability to lead and build an engaged employee community. As head of the organization you will influence employee policies, work environment, office culture and be the role model for the team in living up to Airbnb’s mission and values.

Educational Requirements

• Degree/Diploma
• Degree(BA/BS) or equivalent Diploma level

Experience Requirements

Essential:

• 18+ year of professional experience with proven ability to direct and supervise a large team. Significant and progressive experience (a minimum of 12 years), navigating complex or matrixed environments for a multinational enterprise.
• Track record in driving business results through inspirational leadership empowering people to act with speed, agility, and accountability to deliver against the organizational goals. Acting with speed and agility in delivering results., formulating recommendations, and driving sound decisions that deliver results.
• Experience managing multiple priorities in a fast-paced tech environment. Proven adaptability in a fast-changing business environment and a pragmatic approach to driving business results with the long-term in mind.
• Experience presenting ideas to executives and industry leaders. Experience creating written and visual materials to explain and synthesize complex ideas and business results to senior stakeholders.
• Experience building and maintaining strong cultures with a mindset of diversity, inclusion and empowerment
• Experience in Customer Service, Financial Services or Business Operations.

A Plus:

• Prior shared service experience in a multinational that focused on performance measurements and with on/offshore presence.