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:

No global movement springs from individuals. It takes an entire team united behind something big. We recognize that we are the leaders of a new, worldwide phenomenon, and that’s why we’re working so hard to build the world’s most loyal travel community. Reporting to the Community Support Compliance Global Manager, the CS Compliance Analyst will support CS Compliance performance for both internal teams and Partner sites.  In partnership with the Partner Management team, this role works with both Airbnb’s internal Quality team and Partners’ Compliance teams to ensure strict compliance with our Data Privacy policy and Fraud Incident management workflows. 

The Difference you will make:

The Compliance Analyst is an ambassador of the Airbnb brand, and must have the ability to articulate those expectations in a decisive voice. Our Partners will look to this person to set the bar, and provide them with the framework to achieve the highest levels of financial and data compliance. We hold the privacy of our users as core to our mission and this role will support the evolution of our risk management and compliance practices with a focus on practical and data driven decisions that enable us to support our business and protect our users’ privacy.

No single model or simple metric tracks our efficiency and effectiveness - we are looking to you to help us create a framework to raise the bar for our Partner operations globally. The CS Compliance Analyst will leverage their analytic skills to create a metric-driven determination of our successes as well as our opportunities for improvement. The right person is skilled at seeing the big picture and can communicate the findings effectively with key stakeholders. This role has the potential to be incredibly impactful in the Compliance construct, and the right person must be highly motivated by the opportunity to effect change. 

• Support the Global Compliance Manager in executing our Data Security and Financial Control strategies. Act as a regional SME to support the internal CS teams, CS Directors and CS Partner Management teams in understanding and executing the Access Report audit process, and the Financial Control tracking process.
• Liaising with Partner Compliance teams in the region. Drive and hold accountable partner site compliance teams.
• Own regional Access Report audit and reporting, as well as regional Financial incidents tracker. Support regional Partner sites in understanding and delivering Data Security and Financial Control process & targets.
• Review weekly results with PRMs and Internal OMs to support them building action plans with their sites.
• Flag outliers and document action plans to improve Data Security metrics performance and reduce Financial Fraud cases.
• Analyze, report and present findings from Access Report and Fraud incidents
• Report to Data Science and CSA any data pipeline issues or data inconsistencies. Collaborate with these 2 teams to fix.
• Own Partner Compliance Framework process end-to-end. Own writing and preparing all Partner Compliance Framework communications needed by PRMs. 
• Supports the PRMs to utilize their sites strengths and unique value additions to exceed metric expectations and drive down the risk and cost of unauthorized user account access and Financial Fraud.
• Own ACE IT awareness campaign in the region, collaborate with other regional counterparts to roll out refreshers and new campaigns.
• Contribute significantly to Partner Compliance Strategy in their region, including supporting dive activities, or owning new compliance teams launches, and strategic efforts to build or consolidate compliances policies.

• Travel to Partner sites to implement and train key Compliance initiatives (onboarding partners, delivering workshops, facilitating best practice sharing..)
• Deliver compliance training. Assume other compliance responsibilities as a member of the APAC Compliance team as the needs arise.
• Acting as the point of escalation for regional stakeholders to surface potentially illegal activity. Provide clear, helpful, and complete responses to time-sensitive data security, Financial Fraud and Compliance requests and escalations.
• Take on responsibilities of a working group member or Compliance owner in project work. Manage, coordinate, and/or support policy enforcement projects as needed.
• Ensure our process flows are frictionless for teammates, by creating step-by-step instructions/guides and documentation for use globally.
• Ability and inclination to protect highly confidential information. Support investigative fraud and abuse analysis. 

• Familiarity with the CS Partner network and ways of working.
• Able to travel to partner sites, up to 30% of the time. 
• Demonstrate mastery of CS policies, procedures and workflow.
• Drive operational or data dives that deliver operational and behavioural insights that led to presentation of recommendations to larger business stakeholders.
• Working knowledge of contact center end to end processes.
• 3-4 years of applicable QA, Operations, Data Analysis or Compliance team experience in contact center environment.
• Understanding of GDPR and Data Protection Act (2018), and understanding of new CCPA regulatory preferred (US).
• Experience with high volume request intake and processing / other operational experience.
• Experience using SQL and relational databases is preferred.
• Experience in CS QA or Payments Fraud roles is preferred.

Your location:

Remote- India

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.