Senior Manager, Airbnb
Community Support PMO
$185-230k
More information about location
Community marketplace for holiday accomodation
Open for applications
Community marketplace for holiday accomodation
1001+ employees
Open for applications
$185-230k
More information about location
1001+ employees
Company mission
To create a world where anyone can belong anywhere.
Role
Who you are
- This high touch individual must come with experience working with seasoned executives, and be able to work with and influence stakeholders across entire organizations throughout Airbnb
- Bachelor's Degree or equivalent, preferably in education or related field; MBA or Masters preferred
- 10+ years of broad experience in customer service across contact center operations, digital support, and contact center technology
- Experience managing and executing large, complex, cross-functional projects, ideally in a contact center and/or customer service environment
- Experience working with frontline customer service and contact center organizations
- Experience managing teams (ideally program or project managers) in Customer Service or Customer Experience organizations
- Organized and collaborative leader who inspires and motivates their team while driving results on time, and at high quality
- Understanding of technology use cases in customer service and contact centers
- Experience in creating detailed project plans and business cases to show measurable impact of program and project execution
- Ability to create compelling presentations and storytelling to to executives
- Experience and ease interacting with and influencing senior executive leadership
- Proactive problem solver; able to see big picture and streamline current processes while planning for long-term growth
- Creating supporting roadmap for key priorities - uses knowledge of service best practices (internally & externally) to easily translate that into a compelling plan that is aligned with Airbnb’s mission and business priorities
- Exceptional collaboration, partnership and influencing skills with the ability to work in a global environment across multiple locations and time zones to drive consensus across teams
What the job involves
- The Community Support Team within Global Operations is the voice of the Airbnb brand, with over 20,000 ambassadors supporting our community and providing the glue that helps power millions of experiences and a sense of community and belonging for guests and hosts on our platform each year
- As a Senior Manager, you are responsible for implementing large-scale, cross-functional and cross-platform programs that drive the strategic goals of the Community Support organization and Airbnb
- You serve as the bridge between critical business functions such as Community Support, Marketing, Creative, Product/Platform, Design, Engineering, Policy and Comms teams, aligning stakeholders and shepherding teams through the process of bringing our strategic initiatives to life
- You will lead the end-to-end scoping, planning, execution, and launch of initiatives to deliver success for our product, hosts, and guests
- As the Senior Manager, Support Programs, you are entrusted with leading the charge to help evolve Airbnb support from one-size-fits-all to dynamic and personalized
- You will orchestrate and execute key projects to elevate the community support model to one that builds trust and loyalty with our ambassadors, guests and hosts
- The magic of our customer service is our surprise and delight operations, and this role will lead a team that orchestrates and executes customer service initiatives in alignment with our broader service vision
- Lead complex cross-functional teams and manage multiple programs simultaneously, ensuring successful delivery while navigating ambiguous situations
- Collaborate closely with executive leadership to establish and maintain strategic alignment, communicate project status, and manage expectations
- Develop and implement program plans, schedules, budgets, and performance metrics that align with executive-level expectations
- Implement pilot and A/B tests before applying improvements and scaling to larger workforce
- Manage, inspire, and lead a team of high-performing project and program managers
- Co-create a clear and compelling roadmap that is functional, economical, and differentiated. This could be through a given opportunity from the Design Workshop team, or based on an insight raised from the frontlines. Work cross-functionally with Business Process Improvement, Engagement Managers, Product, Design, Operations, and the business to execute the path to get there
- Orchestrate capabilities and deliverables across people, process, product through the sequencing of strategic initiatives that will bring the vision to life over time
- Assert the customer-first point of view that is based on research, analysis, and insights
- Blend creative thinking and exceptional problem solving at every stage from early concept, service design, functional design, and launch
- Own a project or program from Intake through early stages of planning and ultimate delivery of the envisioned experience
- Close the loop - track and measure your outcomes and adapt and learn quickly from failure
Our take
When Airbnb was originally founded, the product helped customers book air mattresses on people's apartment floors. Since then, Airbnb has had over a billion customers hosted through its platform. With more than 4 million registered hosts worldwide, it has grown into a major player in the hospitality sector.
Airbnb has been successful in disrupting the traditional holiday lettings sector. Before it existed accommodation was limited to hotels and bed and breakfasts, but Airbnb has mainstreamed the idea of renting out spare rooms or even entire homes. It has created a new sector of hosts purchasing properties to rent out on the platform and provides a level of flexibility and a range of offerings not previously possible for travelers.
Perhaps a victim of its own success, by 2022 supply of Airbnb-listed properties began to outstrip demand in some markets, as hosts overestimated the appetite for domestic travel. However, the company is still posting strong financials and has unveiled new tools to support its hosts in a tougher rental market. With a healthy bottom line and a huge user base, Airbnb is very likely to overcome the current market turbulence and continue its growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
25% employee growth in 12 months
Company
Funding (last 2 of 10 rounds)
Apr 2020
$500m
GROWTH EQUITY VC
Mar 2017
$447.8m
SERIES F
Total funding: $3.8bn
Company benefits
- Paid volunteer time
- Health food and snacks
- Generous parental and family leave
- Learning and development
- Annual travel and experiences credit
Company values
- Champion the Mission: We’re united with our community to create a world where anyone can belong anywhere
- Be a Host: We're caring, open, and encouraging to everyone we work with
- Embrace the Adventure: We’re driven by curiosity, optimism, and the belief that every person can grow
- Be a Cereal Entrepreneur: We’re determined and creative in transforming our bold ambitions into reality
Company HQ
Showplace Square, San Francisco, CA
Articles
Leadership
Brian Chesky
(Co-Founder & CEO)Previously an Industrial Designer, studying at Rhode Island School of Design.
Nathan Blecharczyk
(Co-Founder & CSO)Studied Computer Science at Harvard, and had around 4 years of professional Software Engineering experience before founding Airbnb, including interning at Microsoft.
Joe Gebbia
(Co-Founder)Also studied Industrial Design at Rhode Island, and previously founded various design-related startups
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