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.
Responsibilities
* Oversee a strong operational environment for your teams and ensure high quality support for the community from your team
* Manage 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 stakeholders
* Meet 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 team
* For cases involving internal stakeholders, guide ambassadors to take proper action to case closure and, in rare cases, support with in-the-weeds case handling
* Collaborate with Capacity Planning & WFP on headcount planning, coverage, contingency planning, and staffing needs vs. volume/work
* Drive performance at the ambassador, team, and service level
* Ensure accountability to performance goals, set clear expectations, and coach members to develop their skills
* Manage performance, identify trends, provide corrective actions, and write year-end reviews and improvement plans
* Set and articulate the quarterly vision; communicate it through all-hands meetings
* Provide input on service target setting and oversee overall service performance, reporting trends to the Delivery Director
* Build and nurture an engaged and diverse team; manage end-to-end people strategy including hiring, onboarding, talent development, and engagement
* Support team professional development with opportunities and company resources
* Manage day-to-day duties such as time off approvals and one-on-ones
* Maintain a culture of openness, transparency and accountability
* Demonstrate leadership on Diversity & Belonging, Allyship, Ethics, Compliance and high service standards
* Support strategic initiatives within Delivery and your service as needed
* Lead the team in executing company or strategic changes, cascade updates, and provide feedback
* Support Delivery performance and operations improvement projects with cross-functional partners
* Continuously evaluate procedures, collect team feedback, and identify opportunities to optimize processes
Your Expertise
* 8+ years in customer service or operations, with 5+ years in a role directly managing staff and employee lifecycle
* Experience in driving improved performance of teams as a line manager
* Experience deploying resources to manage real-time crisis situations and high-severity cases
* Experience in data analysis and reporting to identify performance trends and implementing standards
* Experience translating goals into actionable plans and targets
* Ability to work weekend days, holidays, and on-call as required
Your Skills And Competencies
* Exceptional leadership and team management skills
* Strong bilingual English and Portuguese communication, calm under pressure
* Organized and resourceful with attention to detail
* Deep understanding of customer service operations
* Strategic thinking and problem-solving abilities
* Ability to lead teams through changes
* Coaching skills with high EQ and tailored feedback
* Cultural competency and commitment to diversity and inclusion
* Proficiency in data analysis and reporting tools (Tableau, SQL, Excel, Google Sheets)
* Fluent in English and Portuguese
Our Commitment To Inclusion & Belonging
Airbnb is committed to working with the broadest talent pool possible. All qualified individuals are encouraged to apply.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Customer Service
Industries
* Software Development
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