Operations Excellence Manager
A global platform with over 5 million hosts has welcomed numerous guest arrivals in almost every country.
The Role:
* We are seeking an outcomes-driven, collaborative performance manager who can drive virtual teams of outsourced customer service partners and Airbnb service designers to achieve business objectives.
Key Responsibilities:
* To own and improve service delivery performance metrics produced by our partners in a specific region or market, serving two or fewer customer service services.
Deliverables:
* Manage KPIs, drive continuous improvement, and provide product insights to maintain a robust performance review and improvement program with the CS partners.
What You'll Do:
* Conduct business reviews, document trends and actions, and be accountable for the service delivery performance metrics.
* Leverage a global team to support partner's performance results in servicing specific services.
Requirements:
* 8+ years of progressively responsible leadership experience in customer service operations (in-house experience preferred).
* Master's or Bachelor's degree in a relevant field of study.
* A proven track record of managing performance across a matrixed organization, particularly within APAC.