Senior Manager, Premium Support

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

• 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

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: [email protected]. 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.