Airbnb
Manager, Premium Support
Canada · Full-time
Sponsorship not specified$10k-$15kDetected 5 days ago
SQLData AnalysisData VisualizationExcelPerformance ManagementCustomer SupportLeadershipCommunicationCollaborationProblem SolvingMentoringAdaptabilityOrganizational Skills
About the role
- Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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.
Responsibilities
- For cases that involve internal stakeholders, guide ambassadors to take proper action to case closure and in rare cases, support with in-the-weeds case handling
- Manage both ambassador and team performance, including identifying trends in performance, providing corrective actions and positive overall feedback, and writing year end reviews and improvement plans
- Own and manage end-to-end people strategy and operations within your ambassador team to foster a high performing and sustainable team environment.
- Support team in professional development within a team by finding and creating development opportunities and leveraging company-wide resources to regularly drive development within your team.
- Maintain a culture of openness, transparency and accountability allowing our teams to deliver their best work while being themselves
- Lead the team toward the successful execution of company or other strategic changes or goals within your service by cascading updates and changes, communicating new requirements, and providing feedback
- Support, as needed, internal Delivery performance & operations improvement projects, in collaboration with the Delivery Excellence team and cross-functional partners
- Collect feedback from the team to identify opportunities to improve performance and better optimize processes for the team, service, and global community
Requirements
- The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service through coaching and upleveling their team.
- The Manager is an operational leadership role that requires substantial experience in customer service and team management.
- Managers oversee teams of approximately 10-15 ambassadors and should have the ability to guide and uplevel their ambassadors, demonstrating top-level customer service skills.
- Strong organizational skills and the ability to balance real-time and planned work are also required.
- 8+ years of progressive experience in a customer service or an operations role, with 5 years in a role directly managing staff & the employee lifecycle
- Demonstrable experience in driving improved performance of teams as a line manager
- Experience translating big picture goals and strategy into implementable and concrete actions for your teams, including setting operational or functional targets or performance goals
- Ability to work weekend days, holidays, and on-call required
- Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching; must be able to create a performance development strategy/plan for your service(s).
Skills
- Organized and resourceful; able to juggle and multi-task, with an attention to detail and follow through even in ambiguous situations
- In-depth understanding of customer service operations and processes; able to translate that to your team
- Strategic thinking and problem-solving abilities to evaluate procedures and identify opportunities for improvement
- Cultural competency and a strong commitment to fostering diversity and inclusion within the team
- Proficiency in various data analysis and reporting tools to track performance trends (tableau, SQL, Excel, Google Sheets, etc.)
- Airbnb is committed to working with the broadest talent pool possible.
- All qualified individuals are encouraged to apply.
- All final hiring decisions are made by a human reviewer.
Compensation
- The base pay range shown below is annualized, is subject to change and may be modified in the future.
- Canada Annual Pay Range
Benefits
- Collaborate with Capacity Planning & WFP on setting minimum headcount, ensuring adequate coverage, contingency planning impacts of changes, and advocating for staffing needs vs. volume/work
- Ability to set and articulate the vision and focus for the quarter; deliver that vision and focus through all hands-type meetings
- This includes hiring, driving onboarding, talent development, and people engagement/wellness/morale
- Keep up with day-to-day management duties such as time off approvals, team and one-on-one meetings, and managing Talent-related issues
- This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
This listing is sourced directly from Airbnb's careers page and normalized into a canonical job model.