Senior Manager, Risk and Compliance Operations

The Community You Will Join:

Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. It takes a unified team committed to our core values to achieve this goal. Airbnb's various functions embody the company's innovative spirit and our fast-moving team is committed to leading as a 21st century company.

The strategic goal of the Risk and Compliance Operations team is to focus on creating the standardized operational security processes and protocols in order to ensure there is proper implementation, management and oversight for Community Support teams when they execute required security controls and comply with data privacy policies. 

The Difference You Will Make:

This Senior Manager will have oversight over the team to ensure the successful delivery of our CS Security OKRs and the development of security and privacy operational procedures under the guidance of the InfoSec and Data Privacy teams. In addition, they will define and drive all business planning milestones and strategic roadmaps, resource allocation and budgeting needs, drive and measure operating success criteria, and own the delivery of the performance narrative to CS senior leadership. 

They will liaise closely with Information Security and Data Privacy senior leadership to plan and project manage new security and privacy controls and process implementation, optimize current audit and reporting mechanisms across internal and Partner teams, and deliver best in class privacy and data protection execution in Operations teams. 

A Typical Day: 

• Access Controls: Own the strategic planning, operations, implementation and monitoring/compliance for Role Based Access Controls (RBAC) with the Community Support teams globally.
  • Create and implement processes to manage addition/removal/modification of CS permissions. 
  • Implement Security Governance models in partnership with cross-functional stakeholders to ensure effective governance of RBAC across all CS teams.
• Drive all planning, implementation, and process optimization: Manage CS data privacy and data security process optimization programs, defining milestones and success criteria for the CS sites in the network.

• Implement CS Security Audits: Report on Security Audits in collaboration with Enterprise Security and InfoSec teams supporting Community Support.

• Stakeholder Management: Liaise with Information Security, Engineering, Product, and Community Support teams to implement and monitor privacy and security programs. Drive all executive leadership program performance health readouts and is accountable for providing additional insights and action plans as needed.

• Program Management Operations: Define and lead strategy and roadmap for the CS Security Program, balancing priorities against business needs.
  • Establish operational SOPs and process in collaboration with compliance policy partners (InfoSec, Legal, Data Privacy, QA, ParM).
  • Drive all change management and continuous improvement initiative efforts across the global footprint.
• Program Optimization and Cost controls: Single threaded owner for the CS Risk and Compliance programs. Design, set up and manage day-to-day management of Global Compliance operations and optimize the program.
  • Optimize Partner Compliance Framework and support the CS Partner Management team in reinforcing it.
  • Diagnose and synthesize feedback, identify data security and compliance needs, and review and refine compliance processes to ensure effective governance.
• Team Management: Grow and develop a team responsible for designing and executing security operations strategy, maintaining compliance data, and leading compliance audits.

Your Expertise:

• 10-15+ years experience in business operations or strategic business operations roles 
• MBA, consulting experience, or a background in finance are a plus
• Experience with contact center operations and helping optimize customer success business outcomes with the ability to identify and address business opportunities and risks
• Proven track record of building high-performing teams and managing teams through transformation
• Excellent stakeholder management skills with previous experience in executive facing roles with an exceptional ability to communicate effectively with senior executive stakeholders
• Outstanding written and verbal communication and presentation skills; ability to articulate a vision, strategy, ideas and decisions clearly and succinctly to senior stakeholders
• Experience with process design and optimization, program management, customer support strategies, and / or quality assurance a plus
• Understanding of contact center security audits, security compliance and fraud incident management space
• Demonstrable skills and experience in mediation, negotiation, conflict resolution, analytics, and leadership essential to successful program/project management
• Ability to work within a matrix, solve problems and influence cross-functional teams
• Ability to thrive in ambiguity in a fast-paced, hyper-growth organization

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

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.We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [email protected]. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.