Manager, CS Labs

The Community You Will Join:

Airbnb is a trusted community marketplace for people to list, discover, and book unique travel experiences around the world. Whether an apartment for a night, a castle for a week or a villa for a month, Airbnb allows people to Belong Anywhere through unique travel experiences at any price point, in more than 85,000 cities and over 191 countries. We promote a culture of curiosity, humanity, and creativity through our product, brand, and, most importantly, our people. 

The Difference You Will Make:

We are looking for an enthusiastic, dedicated Operations Manager who will be able to lead our regional teams and drive performance in furtherance of our functional goals and priorities. The Operations Manager is responsible for managing service performance, operations and strategy execution within a region, in line with the company strategy while driving continuous improvement towards service outcomes.

A Typical Day: 

Cross-Functional Collaboration

• Work closely with product, engineering, and business teams to identify opportunities for new tools and technologies.
• Act as the central point of coordination, ensuring all teams are aligned on goals, timelines, and deliverables.
• Facilitate regular updates and discussions to ensure smooth communication across teams.

Strategic Initiatives

• Drive the strategy for testing pilots and adopting new tools, especially generative AI technologies.
• Analyze business needs and recommend scalable, innovative solutions that align with organizational goals.
• Evaluate pilot outcomes and make data-driven recommendations for broader implementation.

Leadership Engagement

• Create and deliver compelling presentations for senior leadership, showcasing progress, results, and strategic roadmaps.
• Act as a trusted advisor to leadership, providing insights on emerging trends and their potential impact on the organization.

People Management and Development

• Lead, mentor, and develop a team of skilled professionals, fostering a culture of innovation and accountability.
• Conduct regular performance reviews, provide constructive feedback, and address development needs.
• Promote a collaborative and inclusive environment where team members feel empowered to contribute ideas.

Project and Pilot Management

• Oversee the end-to-end lifecycle of pilots for new tools and technologies, ensuring on-time delivery and successful outcomes.
• Define clear objectives, KPIs, and success metrics for all initiatives.
• Troubleshoot challenges during testing and ensure issues are resolved efficiently.

Technical Expertise

• Stay updated on advancements in generative AI and other emerging technologies, identifying opportunities for integration.
• Collaborate with technical teams to ensure pilots meet quality standards and align with business requirements.
• Assess the technical feasibility of new tools and provide actionable feedback.

Stakeholder Management

• Build strong relationships with internal and external stakeholders to drive alignment and support for initiatives.
• Handle competing priorities and resolve conflicts effectively to ensure project success.

Change Management

• Lead efforts to drive adoption of new tools, ensuring smooth transitions for teams impacted by changes.
• Develop communication and training plans to onboard teams to new technologies and workflows.

Continuous Improvement

• Regularly evaluate processes and workflows to identify areas for optimization.
• Implement best practices for project management, testing, and stakeholder engagement.

Data-Driven Decision Making

• Analyze test results and pilot outcomes to generate insights and improve decision-making.
• Use data to support strategic recommendations and evaluate the ROI of new tools.

Your Expertise:

• Bachelor’s degree or equivalent; Master’s degree or certifications in preferred fields such as statistics, actuarial science, business administration, economics, finance, operations management, insurance, and risk management.
• Minimum 10 years of experience in operations-related roles.
• At least 3 years in a people management role, overseeing team leads and front-line staff.
• Stakeholder Management 
  • Ability to collaborate effectively with product, engineering, and business teams.
  • Strong communication and interpersonal skills for influencing and aligning diverse teams.
  • Experience in managing competing priorities and resolving conflicts
• People Management
  • Proven ability to manage, mentor, and develop high-performing teams.
  • Conflict resolution and performance management skills.
  • Capacity to foster a collaborative, inclusive, and innovative team environment.
  • Ability to provide constructive feedback and handle difficult conversations.
• Project Management
  • Proficiency in leading testing pilots and projects, ensuring timely delivery.
  • Strong organizational skills to manage multiple projects simultaneously.
  • Experience with Agile or Scrum methodologies.
• Technical Expertise
  • Deep understanding of generative AI concepts, tools, and applications.
  • Familiarity with testing frameworks and methodologies for new technologies.
  • Ability to assess the feasibility and impact of new tools.
• Problem-Solving and Analytical Skills
  • Strong analytical mindset to identify gaps, recommend solutions, and drive results.
  • Experience with data-driven decision-making.
• Strategic Thinking
  • Ability to align pilots and tools with broader business goals.
  • Competence in recommending scalable and innovative solutions for new technology adoption.

Hybrid Work Requirements & Expectations: To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following:

• Workspace: A dedicated, quiet, and private workspace free from interruptions and external noise
• Internet Connectivity: During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings
• Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved.
• Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality.

Job Location: Gurugram, India

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.