Aabhas Rai

About Aabhas Rai

Senior Operations & Program Leader with 10+ years of experience scaling global Trust, Risk, Payments, Appeals, and Executive Escalations in high-impact, regulated environments.Currently leading multi-region specialty operations with 500+ partner FTEs and 14 direct reports, owning end-to-end operating models, governance, compliance, quality, and performance.Proven impact- Scaled a 500+ FTE partner site, designing profile-for-success hiring frameworks that drove 30% higher goal achievement and improved NPS and improved retention- Built the Executive Escalations function in India GCC from scratch, setting up quality, training, and delivery workflows; scaled to a 50-member elite team handling the most complex, high-risk cases as the final line of defense for Customer Support- Reduced escalation TTR by 70% and sustained 98%+ decision accuracy through strong quality governance and audit-ready processes- Optimized costs by owning policy interpretation and execution, and strategically outsourcing critical workflows—especially within Appeals—while maintaining compliance and decision quality- Trusted partner to Product, Engineering, Legal, Policy, Finance, and Compliance, translating policy intent into scalable, regulator-trusted operations- Known for building high-judgment teams, scaling complex operations, and delivering outcomes where precision, accountability, and trust matter most

Experience

1. Manger, Airbnb Speciality Services

   Airbnb

   Mar 2024 — Present · IN

   Built Executive Escalations team- CEO inbox ownership- Premium Support modelScope & Ownership- Own global specialty operations across executive escalations, appeals, payments, regulatory response, and safety- Lead 350+ FTEs across internal teams and vendors; manage 12–14 senior leaders directlyBusiness Impact-Reduced escalation TTR by 70% through redesigned operating models and queue governance-Achieved 98%+ decision accuracy across appeals and enforcement workflows-Improved compliance readiness to 100% audit pass rate across regions- Significant savings by fixing Payments pathwaysLeadership & Influence-Partner with Product, Engineering, Legal, Policy, Risk, and Finance to operationalize scalable trust and payments controls-Lead resolution of high-risk, high-visibility cases impacting customer trust, revenue, and regulatory outcomes- Selected as Core Values interviewer for leadership hiring panels, assessing culture alignment and decision-making capability across global operations roles

Education

• Amity University

  Master of Business Administration - MBA, Data Science

  2024 — 2026

• Delhi University

  Bachelor of Commerce - BCom

  2015 — 2018

• Amity University

  Data Science