Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
Summary
No global movement springs from individuals. It takes an entire team united behind something big. On the CS Delivery team at Airbnb, we're proud to be at the forefront of the sharing economy. We recognize that we are the leaders of a new, worldwide phenomenon, and that's why we're working so hard to build the world's most loyal travel community.
Together, our team provides support to more than 100 million lifetime guests and 3 million listings in over 191 countries. We are looking for an enthusiastic, dedicated leader who knows how to motivate and inspire teams in a cutting-edge and fast-paced environment.
As a Senior Manager, Speciality Services, Premium Support you will be responsible for driving the performance of customer facing teams working end-to-end on issues impacting key members of our community, including but not limited to our Luxury segment. As our structure ramps globally, you will be expected to strive for service excellence managing a team of senior leaders globally & interacting with a wide variety of senior stakeholders in Global Operations.
Responsibilities
1. Be a leader of a large global team, building a culture of excellence & continuously challenging & upskilling a team of senior leaders.
2. Manage directly 4+ senior leaders in our organization who will be responsible for a region / set of languages / teams.
3. Increase and maintain a high level of service driving customer satisfaction (NPS, CSAT) through effective & financially sustainable operations.
4. Monitor & drive performance of our teams against targets through contact center related metrics.
5. Manage capacity on an ongoing basis - driving shrinkage/absenteeism/hours delivery in collaboration with real-time management & workforce management.
6. Ensure our teams are effective and fast in resolving customer issues while maintaining a high level of quality on all types of interactions handled through async channels as well as phone.
7. Attend & structure WBRs, MBRs & all required performance improvement meetings to proactively prevent drops in performance.
8. Accountable for action plans designed & implemented in collaboration with your directs.
9. Support & lead the ramp of the service / team to 10+ languages globally through hiring at scale.
10. Collaboratively work with analytics & capacity planning to plan & right size the team considering business needs & effectiveness of operations.
11. Coordinate with recruitment & talent teams globally to ramp a large number of internal headcount in a very short amount of time, making sure we attract the best talent for the roles.
12. Track & report on the ramp, new hires performance as well as challenges & risks to senior leadership of CS.
13. Accountable for driving the operationalization of the service design expansion as well as continuous improvement of the service.
14. Work collaboratively with product marketing, experiences & product teams to expand the service towards new offerings for our users such as proactive support in the near future.
15. Operationalize service changes & ensure transitions are smooth & effective for the delivery teams.
16. Influence & work collaboratively with other leaders across CS & Global Operations to continuously improve the service.
17. Collaborate with quality, training & process improvement teams as well as leaders of your team to continuously raise the bar of service delivery through processes refining, coaching, and ways of working.
18. Represent the service & report on its performance to senior leadership - Directors & VPs - across the Global Ops teams.
19. Report on performance, challenges & opportunities in various forums while being able to tell a story & highlight critical points for senior leaders.
20. Be the voice of the service to influence other teams & raise awareness with platform teams as well as the business around issues faced by our community & our agents.
Your expertise
1. 15+ years of increasing responsibilities, with experience in business operations & customer facing ops management.
2. Strong analytical skills & data-driven approach to operations - ability to analyze performance, identify root causes & take corrective actions for improvements.
3. Holistic approach to service delivery taking all factors into consideration when reviewing results / identifying risks.
4. Experience in hospitality & servicing customers of luxury & high-end segments is a plus.
5. Strong influencing skills with the ability to rally various stakeholders behind ambitious goals.
6. Advanced communication skills - ability to tell a story & present to a wide set of stakeholders from leaders to agents.
7. Advanced people leadership skills, experience in leading large & global teams.
8. Experience with accelerated ramp of people & languages is a plus.
9. Ability to evolve in a high-pressure environment with strong exposure to senior leadership.
10. Very comfortable with ambiguity, ability to switch plans based on context & strong sense of urgency.
11. Highly organized with strong project management skills, ability to switch from tactical & urgent tasks to long-term planning.
12. High energy with superb attention to details, and the ability to prioritize and deliver in a fast-paced environment.
13. Ability to flex working hours to respond to global business demand, high level of reactivity is expected.
14. Global travel required 30% of the time.
15. MBA or a different Master degree is preferred.
16. Completely fluent in English is a must & bilingual in French, Spanish or Portuguese is a plus.
Our Commitment To Inclusion & Belonging:
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.
We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you're applying for and the accommodation necessary to assist you with the recruiting process.
We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.
How We'll Take Care of You:
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
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