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Job Description:
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
You will 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
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.
You will be responsible for reviewing potential Fraud Incidents that may put the security of Customer personal data at risk and may impact the financial well being of AirBnB.
You will be responsible for 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.
You will be responsible for reporting of metrics on the Compliance Audit activities, developing trend analysis and using the data for continuous process improvement
You will 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
You will 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.
You will collaborate with leadership / stakeholders to ensure successful project deliverables by aligning expectations, detailed planning, informing on changes and their impact, and meeting core responsibilities.
You will prioritize our community by demonstrating agility and proactive support of team initiatives, even if outside the normal scope of your role.
You will 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.
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.
About Company:
