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.
Please note that this role is a 12 months Full Time Contract role. This position is no relocation and visa support.
The Community You Will Join:
No global movement springs from individuals. It takes an entire team united behind something big. On the Regulatory Response Operations team at Airbnb, we’re proud to be at the forefront of the sharing economy. We recognize that we are the leaders of a new, worldwide phenomenon, and that’s why we’re working so hard to build the world’s most loyal travel community.
Together, our team provides support to more than 100 million lifetime guests and 3 million listings in over 191 countries. We work hard, we laugh a lot, and we’re committed to creating a world where anyone can belong anywhere.
The Regulatory Response team will work closely with our regional and global legal, public policy, and public relations teams to intake and action contact from government and consumer regulatory bodies, uphold and support work of legitimization agreements, and additional ad-hoc work that protects the brand’s compliance and legal standing with our external stakeholders. The team takes point on enforcement of Airbnb’s Non-Discrimination Policy and our Data privacy work, along with managing issues regarding Ownership/Landlord disputes, and general issues related to the legality of home sharing in different markets.
The Difference You Will Make:
Our team supports contacts from around the Asia-Pacific region and the world. Strong written and speaking proficiency in both Japanese and English is required, however, we are also open to broadening the scope of the representation on our team to encompass more languages and backgrounds that reflect the diversity of APAC.
A Typical Day:
- Manage complex, sensitive, and/or urgent cases that might pose a significant risk to our brand or ability to operate in different countries, cities, and municipalities.
- Meet performance expectations regularly and own time management efficiently to deal with different types of work assignments (tickets, queues, initiatives, reports, correspondence, stakeholder management, etc),
- Mastering and maintaining knowledge of company policies and procedures inside and out, being an expert in compliance, policy, legal, local regulations, consumer bodies, and brand risk topics.
- Providing upward feedback, regarding the status of regulatory cases, communicating regularly with supervisors and managers.
- Compile incident reports at the direction of leadership and maintain high levels of confidentiality while performing investigations.
- Working closely with partners and stakeholders to align on case strategy.
- Welcoming ambiguity: You can effectively articulate the need for change and encourage optimism in those around you. You're able to perform at a high level, even during times of uncertainty. You trust your instincts and your ability to learn from past experiences, and you can confidently move forward even when you don't have all of the details.
- Writing: Your written communication is both clear and efficient. You tailor your style and tone to your audience and setting to ensure that your messages will be heard and understood. You know when written messages are appropriate and when to choose other forms of communication
- Valuing Diversity: You appreciate and leverage the capabilities, insights, and ideas of all people. You work effectively with people of diverse styles, abilities, and motivations. You champion equal and fair treatment and opportunities for everyone, and encourage others to do the same.
- Balancing Perspectives: You look at the "big picture," not just the situation directly in front of you. You're open to being wrong, can assess situations objectively, and can evaluate multiple points of view. You're able to see how every part of the business is affected by a situation, and you devise plans and strategies accordingly. You think globally, and take the broadest possible view of issues and challenges. You assume positive intent. You effectively consider all of the factors at play and envision many possible outcomes.
- Solving Problem: You quickly identify root causes as well as subtle, hidden issues. You use logic to propose effective solutions to a variety of problems. You dig deeper and utilize all available resources to reach the best possible solution. You utilize creativity to propose original solutions, and don't stop at the first, most obvious answers. You understand when a loss is the best solution, and can explain why.
Your Expertise:
- Business level written and verbal Japanese & English. (Proficiency in other APAC languages is welcomed).
- 2 years' experience working in legal, policy or regulatory fields preferred.
- Availability to work 40 hours a week including weekends.
- Strong analytical skills, able to compile reports and analyse data.
- Experience in client-facing roles; comfortable making/taking customer calls.
- Interest in legal/policy/consumer bodies issues and how they apply to Airbnb.
- Excellent time management, negotiation and conflict resolution skills.
- Comfortable with ambiguity.
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.
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Last updated on Aug 23, 2024