Senior Manager of Premium Support, Airbnb
$176-220k
Community marketplace for holiday accomodation
Be an early applicant
Community marketplace for holiday accomodation
1001+ employees
Be an early applicant
$176-220k
1001+ employees
Company mission
To create a world where anyone can belong anywhere.
Role
Who you are
- 15+ years of increasing responsibilities, with experience in business operations & customer facing ops management
- Strong analytical skills & data driven approach to operations - ability to analyze performance, identify its root cause & take corrective actions for improvements with the teams
- Holistic approach to service delivery taking all the factors into consideration when reviewing results / identifying risks
- Experienced in hospitality & servicing customer of luxury & high-end segments is a plus
- Strong influencing skills with the ability to rally various set of stakeholders behind ambitious goals
- Advanced communication skills - ability to tell a story & present to a wide set of stakeholders from leaders to agents - to achieve goals
- Advanced people leadership skills, experience in leading large & global teams
- Experienced with accelerated ramp of people & languages is a plus
- Ability to evolve in a high pressure environment with strong exposure to senior leadership and scrutiny on the daily work
- Very comfortable with ambiguity, ability to switch plans based on context & strong sense of urgency
- Highly organized with strong project management skills, ability to switch from very tactical & urgent tasks to long-term planning
- High energy with superb attention to details, and the ability to prioritize and deliver in a fast paced environment
- Ability to flex working hours to respond to global business demand, high level of reactivity is expected
- Global travel required 30% of the time
- MBA or a different Master degree is preferred
- Completely fluent in English is a must & bilingual in French, Spanish or Portuguese is a plus
What the job involves
- No global movement springs from individuals. It takes an entire team united behind something big. On the CS 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
- As a Senior Manager, Speciality Services, Premium Support you will be responsible for driving the performance of customer facing teams working end-to-end on issues impacting key members of our community, including but not limited to our Luxury segment
- As our structure ramps globally, you will be expected to strive for service excellence managing a team of senior leaders globally & interacting with a wide variety of senior stakeholders in Global Operations
- Be a leader of a large global team, building a culture of excellence & continuously challenging & upskilling a team of senior leader
- You will be responsible for managing directly 4+ senior leaders in our organization who will be responsible for a region / set of languages / teams
- They will be managing agents’ leaders & agents at the regional / language level
- Increase and maintain a high level of service driving customer satisfaction (NPS, CSAT) through effective & financially sustainable operations
- Monitors & drive performance of our teams against targets through contact center related set of metrics
- Manage capacity on an ongoing basis - driving shrinkage/absenteeism/hours delivery in collaboration with real time management & workforce management
- Ensure our teams are effective and fast in resolving customer issues while maintaining a high level of quality on all types of interactions handled through async channels as well as phone
- Attend & structure WBRs, MBRs & all required performance improvements meetings to proactively prevent drops of performance
- Accountable for actions plans designed & implemented in collaboration with your directs
- Support & lead the ramp of the service / team to 10+ languages globally through hiring at scale
- Collaboratively work with analytics & cap planning to plan & right size the team taking into consideration the business needs & the effectiveness of the operations
- Coordinate with recruitments & talent teams globally to ramp a large number of internal headcount in a very short amount of time making sure we attract the best talent for the roles
- Track & report on the ramp, new hires performance as well as any challenges & risks to senior leadership of CS
- Accountable for driving the operationalization of the service design expansion as well as continuous improvement of the service
- Work collaboratively with the product marketing, experiences & product teams to expand the service towards new offerings for our users such as proactive support in the near future
- Operationalize those service changes & ensure transitions are smooth & effective for the delivery teams
- Influence & work collaboratively with other leaders across CS & Global Operations to continuously improve the service to our segment of users as well as the day-to-day of our agents
- Collaborate with quality, training & process improvement teams as well as leaders of your team to continuously raise the bar of the service delivery through processes refining, coaching, ways of working etc…
- Represent the service & report on its performance to Senior level leadership - Directors & VPs - across the Global Ops teams
- Report on performance, challenges & opportunities in various forum while being able to tell a stroy & highlight the critical points for senior leaders
- Be the voice of the service to influence other teams & raise awareness with platform teams as well as the business round the issues faced by our community & our agents
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
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 HQ
Showplace Square, San Francisco, CA
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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