Jobs at Airbnb

Own Airbnb’s EMEA platform regulatory compliance portfolio, including Digital Services Act and UK Online Safety Act obligations. Lead regulatory reporting, readiness assessments, assurance processes, and regulator relationships. Translate requirements into scalable product, engineering, data, and operational solutions while advising Legal, Policy, and Product leadership. Build reporting methodologies, manage compliance risks, and lead high-performing teams across jurisdictions.

Leads Airbnb’s global hotel key accounts function, building and managing a distributed enterprise account management team. Owns hotel partner relationships, strategic account plans, negotiations, supply acquisition, revenue and OKR targets, onboarding, and operational excellence. Develops the global Key Accounts playbook, coaches team members, influences cross-functional stakeholders, manages multinational hotel groups, identifies growth opportunities through metrics, and represents Airbnb at industry and partner events. Requires extensive travel, hospitality or travel sales experience, and strong executive-level relationship management.

Leads Airbnb’s Global English quality program across multiple BPO partners and service lines. Oversees QA execution, calibration, scorecards, reporting, partner accountability, onboarding, root-cause analysis, and improvement plans. Mentors Partner Quality Leads, aligns quality and delivery teams, correlates QA results with NPS and operational KPIs, and represents Quality in cross-functional initiatives. Ensures accurate reporting, strong partner narratives, and consistent quality governance across global sites.

Leads quality operations across outsourced partner sites, ensuring consistent customer interactions, compliance, calibration, and performance. Analyzes quality metrics, identifies trends, creates improvement plans, and reports outcomes to stakeholders. Partners with Quality, Delivery, Optimization, Product, and Operations teams on initiatives, launches, certifications, and escalated issues. Mentors quality leads and specialists, supports onboarding and training, covers regional manager responsibilities, and contributes to continuous improvement across the global partner network.

The Specialist, Premium Support provides customer service in French and English, managing complex cases, enhancing user experiences, and collaborating with stakeholders to ensure high-quality support.