Analyst, DPO

The Community You Will Join:

This Risk and Compliance Analyst role sits within our CS DPO team. We are looking for a self-driven and agile individual who can leverage their experience, ideally in Community Support, Risk & Compliance & Data Protection to develop and deploy  audits that will identify PII data access non-compliances, review such non-compliances and associated evidence to  drive closure action within defined SLAs. This role will require the individual to liaise with internal stakeholders and global partners to ensure that our customers PII is protected and there are no financial abuses. This role will be responsible for on-boarding new partner sites to the CS DPO Access Control Audit processes that cover  unjustified accesses, and financial abuse. The role is responsible for  monitoring the performance of partner sites against defined SLAs/targets, publishing weekly and monthly reports to stakeholders, and continuously improving the processes, templates and reporting around the Audit process.

This role will also support the Access Management team (CCPAM) that supports the role definition and associated access requirement to systems and data, as required by internal and Partner staff roles. The role will be responsible for gathering requirements for roles from stakeholders, and developing and execution of tests to validate new user profiles. This role will strive towards continuous improvement by recommending improvements in BAU processes and see through implementation post approval.

The Difference You Will Make:

This role will be an integral part of a team of DPO Compliance Analysts who will be responsible for the various Compliance Audits under the responsibility of the CS DPO team, working closely with our Global Compliance team at TDCX, with our Global CS Partners and with our internal Partner Optimisation & Service Delivery 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 validate the findings from Audit reports and additional investigation findings and review any additional information/evidence provided as a means of verification/justifications provided by Partners. The role will also provide opportunities to review, 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.

• You will come to the team with an enquiring and questioning mindset to seek out improvements
• You will bring a strong team and collaborative spirit to be instrumental in the growth and development of a highly competent and efficient team of Compliance Analysts 
• You will have a strong understanding of the importance of protecting our Customer Personal Data, familiar with Privacy regulations and with best practices.
• You will excel at team and cross functional collaboration, providing concrete guidance and constructive feedback to team peers, and the DPO leadership team and cross-functional partners across the business to help improve the efficiencies and effectiveness of day to day processes - with protection of Customer & Partner/Internal personal data always to the fore
• You are able to execute on daily BAU deliverables but also on projects with complexity and longer time frames requiring project planning. 
• You are 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
• You can apply a sustained level of commitment and attention to your work, with a keen eye for detail and precision.
• You will take responsibility for your professional and personal growth by identifying opportunities for performance excellence, participate in continuous learning & development opportunities

A Typical Day:

• You will be a key team member within a team of DPO Compliance Analysts with responsibility to deliver on your tasks, aligned to defined processes and according to the timelines and established SLAs for the activities that you are responsible for
• Work closely with our Global Compliance team supported by TDCX, Manila to ensure they have the reports and tools and required accesses and defined processes clearly documented for their deliverables
• Providing support for better access management (RBAC/CCPAM) processes, by gathering requirements for roles from stakeholders, and developing and execution of tests to validate new user profiles. 
• You will be responsible and accountable to review, assess and manage the Compliance Audits and associated performance of partner sites. This will include responsibility for a cadence of weekly, monthly, quarterly and yearly reports delivered to stakeholders - DPO/Partner Optimisation/Service Delivery Leadership within the CS Organisations, and CS Partners.
• Review potential Fraud Incidents that may put the security of Customer personal data at risk and may impact the financial well being of Airbnb.
• On-boarding new partner sites to CS DPO audit processes and providing/ensuring the associated Training is delivered
• You will be responsible for ongoing development and rollout of continuous process improvement initiatives.
• Reporting of metrics on the Compliance Audit activities, developing trend analysis and using the data for continuous process improvement
• Collaborate with a wide range of stakeholders: product, engineering, data science, legal, privacy, and CS operations, to implement and measure models that drive personal data security and compliance   
• Participate in other CS-specific and company-wide projects that may be assigned by DPO leadership, based on your experience or as an opportunity for growth.
• Collaborate with leadership / stakeholders to ensure successful project deliverables by aligning expectations, detailed planning, informing on changes and their impact,  and meeting core responsibilities.
• Prioritize our community by demonstrating agility and proactive support of team initiatives, even if outside the normal scope of your role.
• Ensure the functional DPO processes are well documented, aligned with Airbnb standards and communicated to concerned stakeholders

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. 

• Working knowledge of contact center end-to-end processes.
• Experience with Community Support functions and mastery of CS policies, procedures and workflows.
• Familiarity with the Community Support Partner network and ways of working. 
• 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 behavioral 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
• Familiarity with GDPR and Data Protection Act (2018), CCPA/CPRA and other International Data Privacy regulations
• Experience with high volume transactions and delivery
• 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

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.