Karen Kmeid
Senior Service Recovery Specialist - Aircover Scaled Ops & Optimization @Airbnb
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WORK HISTORY
Senior Service Recovery Specialist - Aircover Scaled Ops & Optimization @Airbnb
Montreal, QC, CA
I have the unique privilege and responsibility of transforming high-stakes challenges into opportunities for trust, innovation, and growth. My role sits at the intersection of escalation management, operational strategy, and cross-functional leadershipStrategic Escalation Leadership:I manage the most sensitive and complex cases, including regulatory, legal/press/media, and executive-level escalations. By navigating sophisticated fraud investigations and high-profile inquiries, I not only protect Airbnb’s reputation but also set new standards of service recovery in the industry.Operational Excellence: Implement efficient workflows and recovery strategies that restore trust and elevate the customer experience pinpointing root causes and drives systemic improvementsFraud Prevention & Risk Management: I leverage advanced investigative skills and data-driven insights to prevent, detect, and resolve fraud—partnering with product, engineering, and policy teams to fortify Airbnb’s global risk infrastructure.Cross-Functional Impact: Collaboration is at the heart of what I do. I work with stakeholders across departments—legal, product, payments, policy, customer support, and executive leadership to deliver seamless, coordinated solutions that embody Airbnb’s promise of safety and belonging.Advocacy & Continuous Improvement: I champion the voice of the customer, using frontline insights to influence policy, improve products, and strengthen operations. By mentoring peers and shaping team practices, I help cultivate a culture of excellence, empathy, and accountability.Impact:Restored trust for thousands of guests and hosts in moments of crisis, transforming negative experiences into positive outcomes.Enabled Airbnb to meet global regulatory requirements through precise, compliant, and timely resolution of escalations.Reduced resolution times and improved satisfaction scores through workflow innovation and operational refinement.
EDUCATION
Lebanese American University
Bachelor’s Degree, International Business
HEC Montréal
Graduate Diploma, Management
SKILLS
ABOUT KAREN KMEID
Analytical, innovative, and multilingual, I thrive at the intersection of strategic leadership, cultural insight, and operational excellence. My career at Airbnb has been defined by supporting corporate leadership and driving impact across diverse, high-stakes environments, always with a focus on inclusivity, customer advocacy, and results.As Senior Service Recovery Specialist for Airbnb’s Aircover program, I transform high-stakes challenges: regulatory, legal, and executive-level escalations—into opportunities for trust, innovation, and growth. My expertise spans fraud prevention, operational strategy, and cross-functional collaboration, restoring safety and satisfaction for millions of users worldwide. I champion the voice of the customer, mentor peers, and drive continuous improvement in every aspect of service delivery.As the founder and global lead of Airbnb’s Arabs@ Employee Resource Group, I spearheaded equity and belonging initiatives, building productive relationships with stakeholders at international levels. My work has elevated the voices of underrepresented groups, advised executive leaders during sensitive global events, and delivered creative, high-impact programming recognized across the organization.In my role as Leadership Core Value Interviewer, I ensure senior hires embody Airbnb’s foundational principles—connection & belonging, creative leadership, and stakeholder responsibility. By combining business acumen with cultural sensitivity, I objectively assess leadership candidates, deliver actionable feedback, and champion a values-driven approach to recruitment that shapes Airbnb’s culture for the future.I bring forward a unique combination of business acumen, artistic capability, and a global mindset. A collaborative and emotionally intelligent team player, I excel as the link between client and organization, leveraging analytical rigor and creative problem-solving to deliver measurable results and lasting impact.
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