Supervisor, Training


Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 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.

The Community You Will Join:

  • We are looking for an enthusiastic and passionate leader to guide our Global Community Support Training Team to success. You will live and breathe CS Training Operations.
  • You will wake up each morning knowing the inner-most corners of everything training-related globally, excited to lead and mentor a creative and highly proficient training team, and to execute upon a highly efficient and effective set of training programs. 
  • Your working knowledge of Training Operations is strong; your thought leadership is world-class; your documentation is pristine; your data fluency is to be envied and your patience is infinite. You are ready to reimagine what training & development means for CS Operations, not just continue on with the status-quo. 
  • The person would be responsible for cross partnering with teams like Operations, Quality, Global training, WFM, PARM Team, Delivery Team, Project Management team
  • The Training team is well bonded and extremely passionate about the work and are experts in their domain 

The Difference You Will Make:

Reporting to the Regional Training Manager, this person will be the single, responsible owner for India Partner Training Operations.. After helping to integrate and fully staff the newly established India Partner Training Team, you will be uniquely responsible for:

  • Creating a long term training operational strategy for the overall India partners, in alignment with the Global CS Training strategy, Service Excellence strategy, and overall CS vision.
  • From this, defining quarterly CS Training OKRs, setting and adjusting priorities when needed.
  • Creating and maintaining a robust Training Plan to deliver skilled resources per CS recruitment pipelines and CS Capacity Plans to achieve the needs of the business
  • Driving operational excellence in Training Processes and Delivery across the India Partner Network
  • Ensure successful execution of all CS Training Curricula across the India partner network and gather localized feedback to with which to collaborate on actioning with the CS Training Programs Manager

A Typical Day:

  • Inspiring and driving training innovation within internal and the partner sites to achieve efficiencies and impact. You are not scared to try something new, and quickly learn through trial and error. 
  • Reporting, qualitatively and quantitatively, on the success of all Training Solutions. 
  • Owning and managing the Internal sites and  Partner sites end-to-end people strategy and performance management of the same.  This includes planning, hiring, onboarding, talent development, retention management and team engagement.
  • End to End oversight of all Projects and Initiatives, identifying potential risks or issues with project implementations, and proactively driving communication with stakeholders 
  • Setting up Weekly/Monthly review cadence for performance review and call out if any risks in advance

Your Expertise:

  • 7+ years of Training and Education experience, preferably within a Customer Operations team.
  • 3+ years experience of direct team and stakeholder management .
  • Strong understanding of Adult Education Methodologies and Corporate Learning Strategies.
  • Extensive, and demonstrated, experience in managing outsourced partner operations.
  • Outstanding interpersonal and cross-functional leadership skills with ability to influence across various leadership levels.
  • Strong communication and leadership skills that engage stakeholders.
  • Strong business acumen, including strong problem solving and critical thinking skills.
  • Analytical thinking and ability to make decisions based on insights and analytics.
  • Experience in delivering global projects and programs, such as continuous improvement initiatives which positively impact CS performance metrics.
  • Ability to work under conditions of ambiguity in a fast-growth, sometimes uncertain, and complex environment.
  • Role model core values to colleagues and direct reports in how you do your job each day. 
  • People management experience is required
  • Frequent travel required (up to 40%)

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.