Job Summary

Airbnb is one of the world’s largest marketplaces for unique, authentic places to stay and things to do, offering over 7 million accommodations and 40,000 handcrafted activities, all powered by local hosts. An economic empowerment engine, Airbnb has helped millions of hospitality entrepreneurs monetize their spaces and their passions while keeping the financial benefits of tourism in their own communities. With more than half a billion guest arrivals to date, and accessible in 62 languages across 191 countries and regions, Airbnb promotes people-to-people connection, community and trust around the world.

 

About Airbnb China

As an independent business unit, China is one of the major engines behind Airbnb's global growth. The company has increased its investment in China and experienced rapid growth since officially entering the market at the end of 2015. Airbnb continues to  focus on product localization and innovation to better serve local users and enhance the user experience, nurture a trusting local community, and engage Chinese Millennial travelers with inspiring brand moments. As one of the leaders in the home sharing industry, Airbnb works with partners across many fields to actively promote the sustainable development of this emerging industry and achieve win-win results for everyone. Airbnb will continue to build an efficient local team, bringing the end-to-end, authentic travel experience to Chinese travelers, and creating a world where "anyone can belong anywhere".

 

Our Community Support(CS) Team is growing and we want you to be part of it! 

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.

 

Responsibilities

• 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 stakeholders to align on case strategy. 

 

Qualifications

• 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.  

Requirements

• Bachelor's degree or equivalent experience 
• Availability to work 40 hours a week, available to work weekend and/or different shifts
• Strong analytical skills, able to compile reports and analyse data
• Strong verbal and written communication skills
• Interest in legal/policy/consumer bodies issues and how they apply to Airbnb
• Excellent time management, negotiation and conflict resolution skills
• Comfortable with ambiguity

 

Airbnb爱彼迎公司简介 

爱彼迎是全球领先的特色住宿和体验项目预订平台，提供700多万个独具当地特色的住宿选择和4万项精心策划的体验活动，均由当地房东和体验达人倾力打造。作为赋能经济发展的引擎之一，爱彼迎正在帮助数以百万计的旅游服务创业者将房源和爱好转化为收入，也让当地社区享受到了旅游业带来的经济效益。迄今为止，爱彼迎已接待超过5亿人次房客，在全球191个国家和地区提供62种语言服务。爱彼迎致力于在全球范围内促进人与人之间的交流和信任，打造充满人情味的社区。

爱彼迎中国简介

作为一个独立的业务部门，中国是Airbnb爱彼迎全球增长的重要引擎之一。自2015年底正式进入中国起，爱彼迎在中国市场不断加大投入，实现了持续快速增长。爱彼迎将持续升级本土产品，打造创新的品牌活动，提升用户体验，构建有凝聚力的社区。作为共享住宿行业的领军者之一，爱彼迎还携手各方，积极推动这一新兴行业的可持续发展，实现多方共赢。我们将继续打造高效的本土团队，将原汁原味的旅行体验带给中国旅行者，创造“家在四方”的归属感，重新定义旅行。

监管响应团队将与我们的区域服务运营团队、法律、公共政策和公共关系团队紧密合作，以与政府和消费者监管机构建立联系，维护并支持合法化协议的工作，以及保护合法性的其他临时工作。该团队负责对Airbnb的非歧视政策和我们的数据隐私政策进行监管，以及处理房客和房东纠纷有关的问题，以及与不同国家分享中国房屋共享的合法性有关的问题。

工作职责

• 处理可能对我们的品牌或城市运营的构成重大风险的复杂、敏感和或紧急投诉。
• 满足绩效期望并有效地安排时间，以处理不同类型的工作任务（投诉，报告，利益相关者咨询管理等）， 熟练掌握并保持对公司政策和程序的了解，是合规性，政策，法律，地方法规，消费者团体和品牌风险主题方面的专家。
• 提供有关监管案例的反馈，并定期与主管和经理进行沟通。
• 在主管的指导下编写事件报告，并在执行调查时保持高度机密性。
• 与利益相关者紧密合作，以制定案例解决策略。
  

岗位要求

• 本科以上学历
• 每周工作40小时，可以接受周末、节假日和不同班次上班
• 强大的分析能力，能够汇编报告和分析数据
• 良好的口头和书面沟通能力
• 对法律/政策/消费者纠纷问题的处理感兴趣
• 出色的时间管理，谈判和冲突解决能力