Senior Operations Specialist, Hosting

Description

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Community You Will Join

Set up in 2017 in Gurgaon, Airbnb Capability Center was established to service the global Airbnb community. We are a fast-growing, up-and-coming office and home to the most hospitable people you will ever meet! Our small and extremely capable team of Gurgaon-based colleagues strive to make the impossible happen for our inbound and outbound travelers within this big and diverse market. ACC is providing varied services under Community Support thereby providing world-class customer experience to our customers. Besides this, ACC is also building deep capabilities for different verticals like GSS, Finance Technology Group, Finance Shared Services, Analytics etc.

Role Description - L5

Airbnb Experiences is a fast-paced and growing business unit focused on providing safe and quality experiences for travelers around the world. The Experiences Quality Reviewer will partner with the internal Scaled Operations team around quality and safety decision making. The ideal candidate will have strong attention to detail as well as a passion for marketplaces.

Responsibilities

• Review experience content submitted by hosts via PDP’s and Videos based on Airbnb’s Quality and Safety policy guidelines
• Review photos submitted by the hosts and ability to make quick and accurate decisions
• Intake and absorb a category’s unique criteria & DNA, ensuring a thorough understanding of all key components
• Utilize this category understanding towards the accurate application of tags to a large dataset of experiences
• Actively spot data trends, share insights and suggest workflow enhancements to drive simplifications & optimizations
• Verify the documents e.g. license, insurance etc submitted by the hosts for specialized activities
• Review changes made to live Experiences to ensure the consistency in content quality on our platform
• Accurately review and respond to escalations & real time queries raised by internal team
• Work closely with the market managers to cater to the host requirement in terms of modifying/updating the Evident requests
• Support critical partner review e.g. Olympics/Paralympics, Adapted Experiences & other crucial campaigns
• Work on other Ad-Hoc tasks as per business needs
• Ensuring high accuracy around quality and safety inputs
• Work & collaborate within a team environment across different geographies

Minimum Qualifications

• Bachelor's Degree in any stream
• Strong attention to detail with high level of accuracy
• Ability to interpret and apply policy and QA standards
• Ability to quickly absorb training on product and tool functionality
• Ability to consistently meet expectations with regards to productivity for repetitive tasks
• Ability to take quick decisions
• Ability to recognize patterns and similarities in work and propose optimizations
• Strong interest in quality and user experience
• Strong grammar and punctuation skills
• Ability to work collaboratively and cross-functionally, across offices and timezones (24/7 with rotational week off, including working on weekends)
• Ability to thrive in a fast-moving and sometimes stressful environment
• Strong skills in Excel and Spreadsheet management
• Fluent English speaker with good vocabulary
• 3+ years of relevant work experience