Senior Manager - Payments Policy, Procedure and Operations
Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 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
We are seeking a highly skilled and experienced professional to join our team as the Senior Manager of Payments Policy, Procedure, and Operations. In this pivotal role, you will play a crucial part in shaping and executing the strategic direction of Airbnb's payments operations.
The Difference You Will Make
Within this role, you will be responsible for developing and implementing comprehensive policies and procedures that govern our payment operations. Your expertise in this area will be instrumental in ensuring that our payment processes are efficient, secure, and compliant with industry standards and regulations. You will oversee all aspects of payment transactions, including processing, settlement resolution, payout, and dispute management. Your keen attention to detail and strong analytical skills will enable you to identify areas for improvement and implement innovative solutions to enhance the overall payment experience for Airbnb users.
Collaboration will be a key aspect of this role, as you will work closely with cross-functional teams to drive process improvements and streamline payment operations globally. Your ability to effectively communicate and build relationships with stakeholders at all levels of the organization will be essential in achieving our goals.
In addition to your operational responsibilities, you will stay abreast of the latest industry trends and developments in payments technology. Your knowledge and expertise will enable you to proactively identify opportunities for innovation and recommend strategic initiatives to enhance our payment capabilities.
To excel in this role, you should have a deep understanding of payments systems and processes, as well as a strong background in policy development and implementation. You should also possess excellent leadership and management skills, with the ability to inspire and motivate a team of payment professionals. Your strategic vision, operational expertise, and commitment to excellence will ensure that our payment processes are efficient, secure, and aligned with the needs of our users and the latest industry standards.
A Typical Day
- Build a payments policy, procedure and operations team from the group up
- Develop, implement, and continuously refine policies and procedures related to global payment operations, ensuring compliance with legal and regulatory standards, as well as SLAs.
- Oversee all payment operations, including transaction processing, settlement, payout, and dispute resolution, ensuring efficiency and accuracy.
- Lead and mentor the payments operations team, fostering an environment of continuous learning and improvement.
- Collaborate with cross-functional teams (including compliance, risk, technology, customer service, and finance) to identify and implement process improvements, enhancing the user experience.
- Stay abreast of industry trends, emerging technologies, and regulatory changes in the payments landscape. Proactively identify opportunities for innovation and recommend strategic initiatives to enhance Airbnb's payment capabilities.
- Support in managing relationships with external partners and vendors involved in payment processing and operations (in addition to the partnerships team). Ensure effective communication, adherence to contractual obligations, and alignment with Airbnb's standards and requirements.
- Provide regular reports and insights to senior management on the performance of payment operations, including key metrics, trends, and the impact of implemented policies and procedures. Present recommendations for optimization and improvement.
- Support resolution of all customer escalations, ensuring timeline remediation and learning are incorporated back into policies and procedures.
- An experienced leader in the field of payments, with a deep understanding of global payments operations.
- A visionary who can build a new team from the ground up.
- A problem solver who can navigate complex operational challenges and provide effective solutions.
- A strong communicator with the ability to collaborate with diverse teams and stakeholders.
- Detail-oriented, with a focus on creating and implementing efficient, clear procedures.
- A strategic thinker who can anticipate future trends and needs in payment operations.
- 10+ years of experience in payment operations with at least 3+ years in a leadership role.
- Extensive knowledge of payment systems, regulations, and industry best practices.
- Proven track record of developing and implementing operational policies and procedures.
- Strong analytical skills, with the ability to interpret data and make informed decisions.
- Exceptional leadership and team management abilities.
- Excellent communication and interpersonal skills, capable of working effectively with diverse teams and external partners.
- Proficiency in relevant software and technology tools used in payment operations.
- Marketplace experience is a plus
This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.
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.
We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: email@example.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.
We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.
How We'll Take Care of You:
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.