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Senior Manager, Safety

Airbnb
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GurugramINR 4900k - INR 7000kFull-timePosted 5d ago

About the role

Senior leadership role overseeing end-to-end delivery for sensitive and high-severity safety operations within Airbnb’s Global Operations, India hub. Responsible for KPIs, people health, stakeholder management, and aligning local execution with global process leads.

Responsibilities

  • Drive delivery performance across the portfolio: manage day-to-day operations, establish performance management and coaching cadence, monitor and improve efficiency/quality metrics, align with global standards while accounting for local nuances, adapt performance structures based on priorities, use data to inform occupancy, SLA, capacity, and workforce decisions.
  • Lead and grow a multi-layered leadership team: manage Managers, Supervisors, and direct reports; coach on daily performance and quarterly direction; ensure high employee engagement and world-class experience for community and stakeholders; oversee recruitment, onboarding, training, and upskilling; build succession and cross-skilling pipelines; communicate openly and lead through change.
  • Partner with global process leads and eliminate functional silos: stay ahead of global priorities, land global programs on time and to quality, surface pain points early to influence global design, collaborate with Quality/Training/BI/Analytics/WFM to remove silos, drive process/policy/tooling improvements, coordinate with shared services; support consolidation where ACC scales.
  • Manage senior and executive stakeholders: accountable for executive stakeholder management, adapt communication to audience, understand operations/workflows/policies, represent ACC credibly in global forums.
  • Work with the long term in mind to reduce the volume and severity of complex cases: track themes behind escalations, close the loop, solve root causes with cross-functional teams, champion process/product improvements to enhance customer experience and reduce escalations.

Qualifications

  • Strong end-to-end frontline operations management experience in a customer-facing environment with proven KPIs/people health management for large teams; minimum 13 years of overall experience.
  • Highly agile with ability to rapidly learn new skills and priorities; comfortable re-prioritizing.
  • Advanced people leadership, performance management, coaching and mentoring experience across multiple leadership layers.
  • Hands-on leadership with junior leadership; capable of coaching Supervisors on daily execution while maintaining a longer-term agenda.
  • Ability to work in high-pressure environments with access to sensitive/confidential content and support teams dealing with similar content.
  • Experience in complex case management with VP-level stakeholders; crisis management or Trust & Safety in marketplace context is a plus.
  • Strong influencing, presentation, interpersonal, and teamwork skills; able to collaborate across global process leads and shared services.
  • Ability to handle multiple complex, fast-moving situations and make sound decisions with incomplete information.
  • Highly organized with strong project management skills; able to switch between tactical urgent work and long-term planning.
  • Strong analytical, data-driven approach to operations.
  • High energy, attention to detail, and ability to deliver in fast-paced environment.
  • Strong communication skills; capable of guiding teams through significant change.
  • Bachelor’s degree required; MBA or Master’s preferred.
  • Flexibility to adjust working hours for global demand; willing to work 24x7 rotational shifts and from office in Gurugram.

Skills

Required:End-to-end operations managementStakeholder managementPeople leadership and coachingData-driven decision making

Benefits

  • Base pay range ₹4,900,000—₹7,000,000 INR per year (India Annual Pay Range).
  • Bonus or incentives, potential equity programs, benefits, and Employee Travel Credits as applicable.
Last updated Oct 22, 2026. Interested? Apply on the company site.
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About Airbnb

Book accommodations around the world.

Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique accommodations around the world — online or from a mobile phone. Whether an apartment for a night, a castle for a week, or a villa for a month, Airbnb connects people to unique travel experiences, at any price point, in more than 33,000 cities and 192 countries. And with world-class customer service and a growing community of users, Airbnb is the easiest way for people to monetize their extra space and showcase it to an audience of millions. No global movement springs from individuals. It takes an entire team united behind something big. Together, we work hard, we laugh a lot, we brainstorm nonstop, we use hundreds of Post-Its a week, and we give the best high-fives in town. Headquartered in San Francisco, we have satellite offices in Dublin, London, Barcelona, Paris, Milan, Copenhagen, Berlin, Moscow, São Paolo, Sydney, and Singapore.

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