Senior Manager, Risk and Compliance Operations

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:

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 man