Premium Support Delivery Manager (Portuguese)Airbnb is hiring for the Premium Support Delivery Manager (Portuguese) role. This is a full-time position based in Ireland.ResponsibilitiesOversee a strong operational environment for your teams and ensure high quality support for the community from your teamManage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community, including acting as the highest escalation point for case consults and high level escalations from other stakeholdersMeet with your direct reports regularly to review their work and provide high quality, behavior-based coaching; create a performance development strategy/plan for your service(s).Provide best practices guidelines to your team on how to handle cases and situations, and ensure that ways of working are documented and followed.Ensure staffing and onboarding/training for the teamFor cases involving internal stakeholders, guide ambassadors to take proper action to case closure and, in rare cases, support with in-the-weeds case handlingCollaborate with Capacity Planning & WFP on headcount planning, coverage, contingency planning, and staffing needs vs. volume/workDrive performance at the ambassador, team, and service levelEnsure accountability to performance goals, set clear expectations, and coach members to develop their skillsManage performance, identify trends, provide corrective actions, and write year-end reviews and improvement plansSet and articulate the quarterly vision; communicate it through all-hands meetingsProvide input on service target setting and oversee overall service performance, reporting trends to the Delivery DirectorBuild and nurture an engaged and diverse team; manage end-to-end people strategy including hiring, onboarding, talent development, and engagementSupport team professional development with opportunities and company resourcesManage day-to-day duties such as time off approvals and one-on-onesMaintain a culture of openness, transparency and accountabilityDemonstrate leadership on Diversity & Belonging, Allyship, Ethics, Compliance and high service standardsSupport strategic initiatives within Delivery and your service as neededLead the team in executing company or strategic changes, cascade updates, and provide feedbackSupport Delivery performance and operations improvement projects with cross-functional partnersContinuously evaluate procedures, collect team feedback, and identify opportunities to optimize processesYour Expertise8+ years in customer service or operations, with 5+ years in a role directly managing staff and employee lifecycleExperience in driving improved performance of teams as a line managerExperience deploying resources to manage real-time crisis situations and high-severity casesExperience in data analysis and reporting to identify performance trends and implementing standardsExperience translating goals into actionable plans and targetsAbility to work weekend days, holidays, and on-call as requiredYour Skills And CompetenciesExceptional leadership and team management skillsStrong bilingual English and Portuguese communication, calm under pressureOrganized and resourceful with attention to detailDeep understanding of customer service operationsStrategic thinking and problem-solving abilitiesAbility to lead teams through changesCoaching skills with high EQ and tailored feedbackCultural competency and commitment to diversity and inclusionProficiency in data analysis and reporting tools (Tableau, SQL, Excel, Google Sheets)Fluent in English and PortugueseOur Commitment To Inclusion & BelongingAirbnb is committed to working with the broadest talent pool possible. All qualified individuals are encouraged to apply.Seniority levelMid-Senior levelEmployment typeFull-timeJob functionCustomer ServiceIndustriesSoftware DevelopmentGet notified about new Support Delivery Manager jobs in Ireland.
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