Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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:
No global movement springs from individuals. It takes an entire team united behind something big. On the Disaster Response Team at Airbnb, we’re proud to be at the forefront of the sharing economy. We recognize that we are the leaders of a new, worldwide phenomenon, and that’s why we’re working so hard to build the world’s most loyal travel community.
Together, our team provides support to more than 100 million lifetime guests and 3 million listings in over 191 countries. We work hard, we laugh a lot, and we’re committed to creating a world where anyone can belong anywhere.
The difference you will make:
As a Global Crisis Management Disaster Response Coordinator, you will be part of a dynamic team that keeps Airbnb’s global community informed and aware of unplanned scenarios that could impact them, from natural disasters to political unrest to natural disasters.
A typical day:
Global Incident Response
- Review incoming event notifications and complete proactive research to monitor incidents and events globally
- Determine which events warrant a response, and what that response should be
- Use internal tools to promptly inform both our internal and external communities as needed
- Draft and coordinate the delivery of preparedness and response messaging for both external and internal audiences
- Manage the team execution of high priority, complex, sensitive, and/or urgent crises that might pose a significant risk to our brand or community
- Recognize the need to make critical business decisions that consider the tradeoffs and benefits of potential options, and know when to seek approval vs. take action independently.
Individual and Team Development
- Research upcoming global events and potential threats proactively in anticipation of their impact to Airbnb
- Proactively seek and participate in internal and external learning opportunities to keep up with industry standards and improve relevant skills
- Monitor trends in team work quality, identify trends and areas for opportunity, and provide coaching
Cross-functional Collaboration and Partnership
- Effectively organize and lead the coordination of large-scale and high priority disaster responses with cross-functional teams
- Serve as Point of Contact for high priority, complex, sensitive, and/or urgent events
- Provide high level critical updates to senior stakeholders
Operational Execution
- Lead the team towards the execution of the company and strategic goals following the guidance of and in collaboration with the Global Operations Manager
- Actively participate in product and process improvement efforts and collaborate with the OM to develop recommendations for improvements
- Other duties as requested or assigned
Key Attributes
- Communication and Presentation: Exchange complex information and ideas effectively, adapting to a range of audiences. Pay careful attention to detail in written and spoken communications. Build credibility, trust and connection through communication.
- Strategic Mindset: Develop processes improvements and best practices considering long term needs and solutions.
- Problem Solving and Managing Complexity: Consider all of the factors at play, including financial, brand, and customer satisfaction risks when deciding how we should respond to an incident. Implement a clear strategy for tackling complex problems. When needed, develop new and creative ways of working that address stakeholder needs and existing gaps.
- Functional Knowledge: Evaluate incidents with a clear understanding of the different needs of all of our internal and external communities, anticipating unintended consequences and effectively calculating tradeoffs. Possess a strong level of understanding about the policies our team works with, and be able to communicate rationale for decisions made and actions taken.
- Business Expertise: Understand the global business, different job functions, priorities and structure.
Your expertise:
- 2+ years of experience in large-scale crisis, security, or risk response
- Strong foundation in global intelligence analysis
- Strong enterprise business acumen, with the ability to balance regional, functional, and company-wide priorities when assessing risk and recommending action
- Proven experience working cross-functionally with senior stakeholders
- Excellent written and verbal communication skills, with the ability to translate complex or ambiguous intelligence into clear, concise summaries that highlight key risks, implications, and recommended actions
- Familiarity with internal tools, policies, and decision frameworks, and the judgment to apply them flexibly in dynamic situations
- Ability to operate effectively during high-pressure, fast-moving events, including nights, weekends, and unexpected hours as required
- Ability to work weekends
- Occasional travel required
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.