Lead Payments Operations, Incident Management

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.

About Airbnb Capability Center : Airbnb Capability Centre was set up in 2017 in Gurgaon. We provide specialized operational services which enable Airbnb's business and functions across the world. These include Finance Technology, Finance Shared Services, Analytics, Engineering, amongst other verticals.

Our offices are home to multi-skilled teams with an insightful and deep understanding of our business and community. We're hospitable, fun and we welcome all with open arms.

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 travellers within this big and diverse market. ACC is providing varied services under Community Support 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, Payments, Analytics, etc.

The Difference You Will Make

As a Payments Operations Lead focused on Incident Management, you will establish and manage a Payments-specific incident management framework that complements Airbnb's existing company-wide incident management and escalation processes. This role will ensure Payments incidents, issues, and escalations are captured, coordinated, and resolved with the speed, rigor, and regulatory nuance they require.

You will act as the primary point of contact for Payments Operations incidents, issues, and escalations, working across global and regional teams to monitor performance, drive urgent remediation, and ensure compliance with regulated payment entity requirements. By coordinating escalations and embedding institutional learnings, you will play a critical role in strengthening the resiliency and reliability of Airbnb Payments.

A Typical Day

Payments Incident Management

• Act as the single point of contact for Payments Operations incidents, issues, and escalations (excluding Tech Foundation incidents).
• Partner cross-functionally to develop and maintain a Payments Incident, Issues, and Escalation Management framework—defining how incidents, issues, and escalations are tracked, tiered, sized, escalated, and reported.
• Partner closely with Airbnb's company-wide incident and escalation processes, ensuring Payments-specific obligations and nuances are integrated.

Monitoring & Escalation

Regional & Regulatory Nuances

Continuous Improvement

Success in this Role Looks Like .

Your Expertise

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.

Skills Required

Analytical Skills