💼 About This Role

You'll oversee a team of 10-15 ambassadors, ensuring high-quality support for Airbnb's global community. Your core impact is driving team performance through coaching and operational excellence while managing escalations and strategic initiatives. This role stands out by offering leadership in a fast-paced, remote environment with a focus on diversity and belonging.

🎯 What You'll Do

• Oversee operational environment for your teams
• Manage execution of complex and sensitive issues
• Conduct regular one-on-one coaching sessions
• Drive team performance and accountability

📋 Requirements

• 8+ years of progressive experience in customer service or operations
• 5 years in a role directly managing staff through the employee lifecycle
• Experience in deploying resources to manage real-time crisis situations
• Experience in data analysis and reporting to identify performance trends

✨ Nice to Have

• Experience in capacity planning and workforce management
• Familiarity with performance management standards
• Background in a fast-paced tech environment

🎁 Benefits & Perks

• 🏖️ Unlimited PTO
• 💰 Equity
• 🏥 Health insurance
• 📚 Employee travel credits
• 💻 Remote work flexibility

📨 Hiring Process

Estimated timeline: 3-5 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 60 min
3. 3Panel Interview· 90 min