Tech Stack

Description

You will oversee customer service operations for the Airbnb community, managing teams of people managers and support agents to deliver high-quality support. You will handle escalations, drive team performance, and implement strategic initiatives to improve service delivery.

Requirements

• 10+ years of progressive experience in customer service or operations role
• 5 years in a role directly managing staff through the employee lifecycle
• Experience managing other managers
• Experience driving improved performance of teams as a manager
• Experience deploying resources to manage real-time crisis situations
• Experience in data analysis and reporting to identify performance trends
• Experience translating big picture goals into implementable actions
• Ability to work weekend days, holidays, and on-call
• Exceptional leadership and team management skills
• Strong communication skills to collaborate with different stakeholders
• Business Level of English, both written and spoken
• Organized and resourceful with attention to detail
• In-depth understanding of customer service operations and processes
• Strategic thinking and problem-solving abilities
• Exceptional coaching skills with high EQ
• Cultural competency and commitment to diversity and inclusion
• Proficiency in data analysis tools (Tableau, SQL, Excel, Google Sheets)

Responsibilities

• Oversee operational environment and ensure high-quality support from your team
• Manage execution of complex, sensitive, or urgent issues as highest escalation point
• Meet with direct reports regularly to review work and provide coaching
• Provide best practices guidelines and ensure ways of working are documented
• Ensure consistent staffing and completion of onboarding and ongoing trainings
• Collaborate with Capacity Planning on minimum headcount and contingency planning
• Drive performance at team manager, regional, and service level
• Hold team members accountable to performance goals and provide coaching
• Manage team manager and regional performance, including reviews and improvement plans
• Set and articulate vision and focus for the quarter
• Share input on service target setting and provide oversight on service performance
• Own end-to-end people strategy including hiring, onboarding, talent development, and engagement
• Maintain culture of openness, transparency, and accountability
• Support strategic initiatives within Delivery and service
• Lead team toward execution of company changes
• Support performance improvement projects in collaboration with Delivery Excellence team
• Evaluate procedures and collect feedback to improve processes