Training Business Partner

The Community You Will Join:

Our small and extremely capable team of Gurgaon-based colleagues strive to make the impossible happen for our inbound and outbound travelers within this big and diverse market. ACC is providing varied services thereby providing world-class customer experience to our customers. Besides this, ACC is also building deep capabilities for different verticals like Homes, Finance Technology Group, Finance Shared Services, Analytics, etc.

The Difference You Will Make:

• The CS Training Business Partner with Community Education, Resolutions and Specializations focus is an enthusiastic, passionate and flexible team player who will support the CS Training Team to achieve all its priorities. You are a compelling storyteller who can motivate a classroom and communicate ideas using a variety of media, and work as an integral part of the wider CS Org, communicating effectively with cross-functional stakeholders.
• You will successfully manage training classrooms for onboarding, upskilling and continued education. You will support our internal and partner teams to be successful through our certification and training quality programs.
• You will take a key part in the world of training projects, as we redefine what training means in the world of Airbnb CS and Trust, and will help incorporate changes and improvements to the CE/R or Specializations curricula under the direction of the CS Training Program Managers and your Lead.
• You should be motivated to re-define what training support means for the region and represent regional needs to the global training team and advocate for solutions. You will work closely with local CE/R/Specializations Operations, other Service Excellence teams and regional Partners to coordinate high-level educational projects and provide training in the ever-changing environment of CS.
• Finally, you are passionate about the satisfaction, safety and wellbeing of our community, and work tirelessly to ensure they receive the best support Airbnb can provide.

A Typical Day:

Reporting to the Regional CS Training Lead, you will be committed to facilitating training that meets the high standards required for our teams. You will collaborate closely with the CS Program Managers to provide impactful and actionable feedback on the training curricula, ensuring that it continually evolves and improves with each delivery.

Training Delivery

• Facilitating training, solo or with a co-trainer, following approved curricula
• Managing the classroom to ensure an organized and productive learning environment for all trainees
• Ensuring trainee success by providing coaching and feedback during training and providing feedback to leads on trainee engagement and performance
• Keeping up with the day-to-day logistics of running a training, including communicating training details to trainees, coordinating classroom materials, and other administrative duties as required

Training Certification

• Assisting with the onboarding of new internal and partner trainers: facilitating orientation sessions and co-delivering trainings as part of our Trainer Certification program
• Providing feedback and coaching to new trainers undergoing Certification, and reporting progress to Training Leads

Supporting Training Programs

• Collect and analyze feedback for training courses with a continuous improvement mindset; work closely with Program Managers to provide feedback and incorporate meaningful change to enhance future training for relevancy, comprehension, retention, and engagement.
• As a Subject Matter Expert, remaining vigilant to identify gaps in knowledge and process, and communicate potential solutions to the appropriate parties
• Assisting with development of ongoing CS education programs

Supporting Communication Skills Training Projects

• Undertake assigned communication skills training projects, both regional and global, in collaboration with teammates and stakeholders
• Maintaining up-to-date, functional knowledge of effective communication practices, frameworks, and methodologies, as well as CS tools, systems, and workflows
• Supporting communication skills training assessments for requests and ad hoc requests from key stakeholders

Supporting Our Team

• Supporting new and seasoned trainers and sharing knowledge within the Training Team
• Maintaining the position of a role model within the company, as the face of Airbnb and of Airbnb Training to trainees in the classroom and to the wider Airbnb team

Your Expertise:

• 2-3 Years in Process/Product & Communication Skills/Soft Skills Training
• Demonstrable interpersonal and cross-functional relationship skills with ability to influence across skip levels.
• Effective communication and influencing skills that engage stakeholders.
• Problem solving with measurable outcomes.
• Analytical thinking and ability to make decisions based on insights and analytics.
• Detail oriented and organized, while also able to think creatively and holistically.
• Able to work under conditions of ambiguity in a fast-growth, sometimes uncertain, and complex environment
• Role model core values to colleagues and learners in how you do your job each day
• Strong resilience practices
• Required technical skills: Google Drive Applications, (Mandatory for external and IM)
• Bonus skills - Adobe Applications (specifically Captivate 8); Rise 360, experience with Absorb is a huge plus!
• Travel may be required - travel restrictions have impacted this recently.

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.