Senior Manager, Speciality Services (United States)

The Community You Will Join:

No global movement springs from individuals. It takes an entire team united behind something big. On the 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. 

The Difference You Will Make:

As a Senior Manager, Speciality Services you will be responsible for driving the performance of customer facing teams working on sensitive & complex cases from our Safety services. You will be expected to manage & maintain an impactful & trusting relationship with senior leaders stakeholders while constantly looking for opportunities to streamline & optimize our operations. 

A Typical Day: 

Upskill the teams to deliver world class service to our community: 

• Manage the day to day operations of Safety, driving the highest level of performance from the teams and establishing the right performance management & coaching structure / cadence in collaboration with Delivery Leaders & Quality teams.
• Define, monitor, report & improve on efficiency & quality related metrics for the team / service based on their performance scorecard.
• Adapt & preempt adaptations of our performance management structure based on business priorities. 

Drive change and upskill the Safety team to enable employee engagement through direct relationship & coaching of the management team:

• Support Managers / Supervisor to ensure high employee engagement and delivery of world class user experience for both our community as well as internal stakeholders.
• Oversee of team structure, recruitment, onboarding, training & upskilling plans.
• Be a focused leader and create a supportive connections within the whole team by utilizing effective and open communication & effectively driving changes. 

Fully accountable for setting up & streamlining the delivery operations in scope:

• Stay ahead of overall global ops priorities & organization and make sure that Delivery operations are set up for success - constantly improving & optimizing ways of working to streamline our operations.
• Work in close collaboration with other Delivery teams - including Airbnb India teams - to make sure our organization & teams structure / ways of working provides a world class customer experience (internal & external).
• Fully accountable for driving relationships & coordinating requests with shared services teams around quality, training, business process improvements, etc.

Be highly responsive to and responsible for managing internal stakeholders - included Executive ones - in order to drive trust in our ability to repair broken relationships with our Community:

• Be responsible and accountable for executive & senior leadership stakeholder management, adapting your communication to the audience and remaining fully flexible & available to our leaders.
• Have a deep understanding & expertise of our operations, workflows, policies and systems to be able to assess cases as well as make the right call on what needs to be done to solve our users’ issues.

Work with the long-term in mind to improve the case handling and reduce the volume & severity of complex & severe cases:

• Track & understand common themes that have lead to severe Safety cases and make sure to close the loop and set up the appropriate forums to discuss & solve root causes with cross functional teams across Global Ops.
• Partner with cross functional Airbnb teams to champion improvements to our process, policies and product to improve the customer experience and reduce community escalations.

Your Expertise:

• 12+ years of increasing responsibilities, with experience in business operations & customer facing ops management
• Bachelor's Degree or equivalent required, preferably in Economics, Business Administration
• Leadership in a Safety or Crisis contact center preferred
• Advanced people leadership, performance management, coaching, and mentoring experience
• Ability to work in a high-pressure environment where you will have visibility to safety concerns that include sensitive, confidential, and potentially traumatic content
• Experienced in complex case management with VP stakeholders and above preferred
• Strong influencing, presentation, interpersonal and teamwork skills – able to work collaboratively & consultatively across expansive business partner organizations
• Ability to handle multiple complex and fast moving situations arriving from both sensitive Safety issues and complex Executive Escalations
• Highly organized with strong project management skills, ability to switch from very tactical & urgent tasks to long-term planning / program management
• Strong analytical skills & data driven approach to operations
• High energy with superb attention to details, and the ability to prioritize and deliver in a fast paced environment
• Strong communication skills & the ability to embark team through important changes & instability
• Ability to flex working hours to respond to global business demand, high level of reactivity is expected
• Global travel required 30% of the time

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list  If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

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.

Offices: Canada, United States