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Supervisor, Luxe Operations

25 minutes ago
India
Full-time
Lead
Operations Manager
Customer and Technical Support
Apply Now
Airbnb

Airbnb

Airbnb is the world's largest community-driven hospitality company, offering homes and experiences in 191 countries. It is an online marketplace connecting people to unique accommodations and experiences globally.

Hotels, Restaurants & Leisure
5K-10K
Founded 2008
View All Jobs 142

Description

  • Lead and develop a team of Luxe Operations Specialists and Senior Specialists.
  • Oversee the end-to-end Luxe host journey from onboarding to offboarding.
  • Ensure consistent application of Luxe quality standards across property evaluations, listing audits, and amenity assessments.
  • Act as the primary escalation point for complex or sensitive host issues, including quality concerns, enforcement actions, and appeals.
  • Review and approve high-impact decisions such as listing suspensions, removals, and significant goodwill gestures.
  • Monitor daily workflows to ensure prioritization, SLA adherence, and accurate execution of SOPs.
  • Manage scheduling, capacity planning, and coverage to meet service levels across time zones and demand cycles.
  • Track KPI performance, conduct root cause analyses, and implement corrective actions.
  • Partner with Product, Engineering, business leaders, and Learning & Development to improve operations and training.
  • Lead or contribute to process improvement initiatives, workflow design, documentation, and rollout of changes.

Requirements

  • 8–10 years of experience, including at least 3 years in team management, leadership, or supervisory roles.
  • Proven track record of leading teams in a high-performance, KPI-driven environment.
  • Strong stakeholder management skills and experience collaborating across global organizations.
  • Strong coaching capability with experience in performance management, feedback delivery, and individual development.
  • Ability to thrive in a fast-paced environment with shifting priorities.
  • Experience handling complex escalations and making balanced decisions in ambiguous or high-stakes situations.
  • Experience using data and operational metrics to drive decisions and improve performance.
  • Solid understanding of process improvement principles and hands-on experience implementing changes.
  • Comfort working across multiple systems and tools, including CRM platforms, workflow tools, and reporting dashboards.
  • Excellent written and verbal communication skills.
  • Experience managing scheduling, capacity planning, and resource allocation in a dynamic, time-sensitive environment.
  • Preferred: ability to quickly build subject matter expertise in new operational tools and systems.

Benefits

  • Annual base pay range of ₹1,610,000 to ₹2,300,000 INR.
  • Role may be eligible for bonus or incentives.
  • Role may be eligible for one or more equity programs.
  • Benefits package included.
  • Employee Travel Credits included.

Interested in this position?

Apply directly on the company website

Apply Now

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