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:

The CS Data Protection Operations team's mission is to protect customer PII and minimize regulatory and financial risk for Airbnb and its customers. We achieve this through our RBAC initiative, which provides least privileged access to all CS employees. We also conduct regular audits to monitor and control access to customer data.

We're hiring a self-driven and motivated CS DPO Lead with strong analytical skills and the ability to collaborate with cross-functional teams. You will lead a team of Compliance Analysts and work closely with Global Compliance, Partner Optimization, and Partner Site Operations Managers. Your role will involve supporting the DPO Leadership team in backend security, role-based access control, and providing oversight for CS projects requiring DPO support.

The Difference You Will Make:

This role will be a Lead role within a team of DPO Analysts who will be responsible for managing the various Compliance Audits, working closely with our Global Compliance team at TDCX, and with our Global teams to ensure that our customers PII is protected, there are no financial abuses and that Partner & internal SLAs are adhered to. 

Part of being responsible for the DPO Compliance Audits is to investigate opportunities & propose and develop initiatives for process improvements, including automation of manual tasks.

You will bring to the team, experience from collaborating with many AirBnB functions, including Data Science, CS Analytics, Product Management, Product Engineering, Compliance & Security teams. You will have the opportunity to provide support to these teams to ensure all new initiatives consider the security, protection and appropriate processing of our Customer PII.

A Typical Day:

• Lead and drive efficient request/issue management by implementing/improving tools like JIRA, Asana, etc. Ensure timely closure of requests by providing high-quality solutions and meeting delivery timelines.
• Demonstrate the ability to identify the underlying root causes of issues and actively challenge the status quo.
• Demonstrate inquisitive mindset by being passionate about solving complex problems within the CS/CS DPO domain with experience and learnings, and data & insights; adding a new perspective to existing solutions and making decisions based on careful and thoughtful analysis
• Effectively manage stakeholders to ensure timely communication and updates on cross-functional projects, using various channels such as emails, Slack, and meetings.
• Identify gaps in processes that impact efficiency, quality, and delivery. Drive improvements by documenting gaps, proposing solutions with business justifications, and collaborating with stakeholders to implement automation, process simplification, and other improvement initiatives.
• Document processes and Standard Operating Procedures (SOP) for DPO, ensuring that intended stakeholders have easy access to them through a centralized repository.
• Take a leadership role or actively participate in CS-specific and company-wide projects assigned by DPO leadership, leveraging your experience and seeking growth opportunities.
• Collaborate with leadership and stakeholders to ensure successful project deliverables, including aligning expectations, detailed planning, communicating changes and their impact, and fulfilling core responsibilities.
• Collaborate with a wide range of stakeholders, including product, engineering, data science, legal, privacy, and CS operations, to implement and measure models that drive personal data security and compliance.
• Lead operational or data dives to derive operational and behavioral insights, presenting recommendations to larger business stakeholders.
• Develop your team by defining the necessary capabilities required to effectively operate and develop within your function. Take charge of the hiring process, effectively manage, and engage a team of at least 2-3 direct reports. Provide clear and measurable objectives for both the team as a whole and for individual team members.
• Lead training needs assessment of your team/function on new initiatives/development. Take the lead in developing training content for new work areas within DPO & Collaborate with the Training team to ensure the content is developed effectively for the function.
• Mentor team to build broad and deep strengths in the skills needed to meet succession needs and eliminate key man risk
• Implement effective training and cross-training strategies to equip team members with the necessary skills for optimal work allocation and workload leveling.

Your Expertise:

We are looking for applicants who can leverage their Airbnb CS experience to lead audits, identify non-compliances and drive closure action with CS Partners within defined SLAs. 

• Technical Education with Bachelor's Degree preferred in a Technical or Business domain
• Experienced with Google Suite, JIRA,,SQL / BI / Tableau and with an Analytical 
• Experience with Project Management tools: Asana, SmartSheet, AirTable
• Drive operational or data dives that deliver operational and behavioural insights that led to presentation of recommendations to larger business stakeholders.
• 3-4 years of relevant Process Improvement, QA, Operations, Data Analysis or Compliance team experience in contact center environment.
• Relevant experience in working with partners/ third parties
• Experience in CS QA or Payments Fraud roles is preferred.
• Proven ability to tailor your recommended solutions to business problems to a cross functional team, with the ability to communicate clearly and effectively with cross functional partners of varying technical levels
• Ability to work under conditions of ambiguity in a fast-growth, sometimes uncertain and complex environment - comfortable acting with minimal planning, direction, and supervision. You can identify issues both within and outside of your immediate scope, and propose solutions.
• Absolute ability to maintain confidentiality and objectivity
• Experience in managing team of at least 2-3 reports

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.