Nicolas Bienvenu
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AIRBNB

CRISIS RESPONSE MANAGER (2017 to 2019)

TEAM COORDINATOR
(2019 to 2020)

Full tenure: April 2017 to August 2020

Dublin, Ireland

CRISIS RESPONSE MANAGER SAFETY AND PROPERTY SECURITY (CLAIMS) - APRIL 2017 to APRIL 2019

  • Schedule and execute security assessments for properties to ensure compliance with safety and policy standards.

  • Guide Claims agents in advising property hosts on security best practices for various incidents.

  • Create and update security protocols to improve host and guest safety.

  • Develop and implement new safety policies and frameworks.

  • Test and assess security vulnerabilities for properties used in campaigns & product launches to anticipate media crises.

  • Regularly review property listings for security compliance and address significant issues.

  • Manage incidents and crisis protocols, including handling sensitive media and government cases.

  • Oversee responses to security incidents and ensure effective communication and coordination with critical teams.

  • Organise training sessions for Claims agents on security measures and updates.

  • Collaborate with Airbnb teams, such as customer service, legal, and risk management, to improve property security.

  • Collect and analyse property security data, reporting trends and issues to leadership.

  • Stay updated on trends and emerging technologies in property security and personal safety.

  • Gather feedback from hosts and guests to refine security strategies.

  • Manage the Claims team for smooth operations and effective case handling.

  • Identify training needs and mentor team members for professional growth.

  • Collaborate with stakeholders to strategize on escalated cases.

  • Lead and support projects to enhance property security measures.

    ==> TEAM COORDINATOR/SUPERVISOR FOR THE CLAIMS TEAM - APRIL 2019 to TODAY

  • Lead coordinated support for crises involving hosts & guests under Airbnb’s insurance policies (Aircover programs).

  • Manage escalated cases involving severe incidents, coordinating internally with the C-Suite and Law Enforcement agencies.

  • Resolve complex cases using threat intelligence investigative techniques (OSINT, IMINT, SOCINT)

  •  Document and profile attempts from bad actors to engineer and create coordinated attacks exploiting identified gaps

  • Align case strategies and public communications with internal and external stakeholders.

  • Compile detailed incident reports for top leadership and C-Suite.

  • Provide regular updates on claim status to supervisors and regional managers.

  • Create resolution plans for fair and accurate outcomes. (Post Mortems, Root Cause Analysis reports)

  • Collaborate with third-party claims adjusters. (Crawford and Cie)

  • Perfect understanding and interpretation of company policies involving various frauds (money laundering, Identity theft,

  • Payment fraud, ACH, account takeover, advance fee, credit card, return and chargeback frauds...)

  • Assess claim validity, identify risks, and use negotiation skills to manage relations and de-escalate conflicts and prevent legal

  • cases involving personal and property complex incidents.

  • Maintain confidentiality during sensitive investigations involving high levels medias cases, users/personalities/entities involved

  • in high value property destruction/damages and personal safety issues (physical/verbal assault, homicide, terrorism, homicide...)

  • Lead/advise on change management initiatives and global cross-functional projects.

  • Mentor and onboard new hires, identify workflow gaps, and liaise with the training team on updates.


ESSENTIAL SKILLS TO THE ROLE


==> RESILIENCE

- Effectively communicating the vision and purpose of the department.
- Prioritising effectively in a fast-paced and constantly evolving environment.
- Encouraging and maintaining engagement through well-supported decision making and adherence to company Core Values.

==> ACTION ORIENTED

- Anticipating agent needs in order to effectively prioritise coaching and departmental goals.
- Actively seeking to identify blockers in order to achieve goals.
- Maintaining close alignment with departmental OKRs and makes decisions in line with quarterly roadmap.

==> COMMUNICATION STYLE

- Initiating creative resolution through effective coaching and avoids prescriptive direction.
- Actively identifies team member’s unique strengths and skill sets in order to achieve production goals.
- Effectively delegates tasks while maintaining a healthy accountability culture.

==> INFLUENCE AND IMPACT

- Creating and seeking out new ways to engage team members to achieve departmental goals.
- Working cross-functionally to solve departmental challenges.
- Using data to support product changes and departmental needs.

==> SELF AWARENESS

- Demonstrating confidence and willingness to engage in difficult conversations for the betterment of the department.
- Tackling problems head on, always keeping the desired outcome in mind.
- Demonstrating personal accountability, seeing failure as an opportunity for change, and seeking out opportunities to build skills within the team.

==> GROUP AWARENESS

- Demonstrating an ability to provide mindful and constructive feedback to peers in a group or individual setting.
- Utilising open and honest feedback to overcome hurdles.
- Cultivating a healthy office culture that unifies the team around the mission.

==> CRITICAL THINKING

- Whilst the level of mastery remains the same as the SL3 level, building on this, SL4 looks like:
- Utilising strategic communication and questioning to simplify issues and stimulate creative resolution.
- Demonstrating an ability to hone curiosity in a constructive way, balancing relentless persistence with patience and understanding.
- Encouraging others to question processes look for solutions.

==> PROBLEM SOLVING

- Utilising data to drive evidence based decisions.
- Being able to accurately and succinctly quantify impact for a given initiative.
- Regularly analyses and manipulates productivity tools to optimise day to day operations.
- Collaborating well with shared services to ensure successful implementation of new workflows, quality initiatives, and product improvement.

==> VISION AND PURPOSE

- Demonstrating ownership and ability to manage a project or initiative from beginning to end.
- Developing the ability to source accurate ground truth to operations and shared services for project prioritizations.
- Learning how to effectively lead a brainstorming session and inspires others to innovate.

==> FOSTER TEAM ENGAGEMENT

- Demonstrating an ability to ask clarifying questions and guiding specialists toward discovering solutions on their own first.
- Actively engaging team members with appropriate resources and tools to achieve departmental goals.
- Seeking out opportunities to recognise team performance and engage others in departmental goals.
- Focusing your energy toward educating and empowering others.


ABOUT AIRBNB

Founded in 2008, Airbnb exists to create a world where anyone can belong anywhere, providing healthy travel that is local, authentic, diverse, inclusive and sustainable.

Airbnb uniquely leverages technology to economically empower millions of people around the world to unlock and monetize their spaces, passions and talents to become hospitality entrepreneurs.

Airbnb’s accommodation marketplace provides access to 5+ million unique places to stay in more than 81,000 cities and 191 countries. With Experiences, Airbnb offers unprecedented access to local communities and interests through 15,000+ unique, handcrafted activities run by hosts across 1,000+ markets around the world.

Airbnb’s people-to-people platform benefits all its stakeholders, including hosts, guests, employees and the communities in which it operates.