Used Tools & Technologies
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Required Skills & Competences ?
Hiring @ 4 Leadership @ 4Details
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
- Oversee varying managed services, procurement specialists, and inventory/logistics experts.
- Partner with cross-functional peers to ensure operational excellence in supporting Airbnb employees.
- Utilize leadership and technical expertise to guide and enable a team of talented Support Engineers.
- Work closely with the wider IT Leadership Team to ensure team and processes scale as Airbnb expands.
- Recruit, onboard, and develop talented Support Engineers.
- Represent the department cross-functionally.
- Lead a global team of IT Support Engineers, including hiring, performance management, and career development.
- Monitor global service-level metrics and response times, redirecting team operations as needed.
- Report on the health of services globally.
- Design and execute projects to improve support operations.
- Develop, communicate, and execute a global technical roadmap, aligning immediate and long-term goals.
- Instill a culture of trust and collaboration within the team and cross-functionally.
- Establish standards for quality and operational excellence for products and services.
- Ensure accountability for deliverables and performance.
- Oversee hardware and software purchasing globally, including new employee onboarding technology setup.
- Ensure maintenance of accurate asset management records.
- Support Airbnb employees in resolving problems with IT, AV, and Communications systems.
- Collaborate with AirSupport Managers globally to align processes, adopt best practices, and foster innovation.
Requirements
- Minimum of five years of experience in managing technical service operations and support teams.
- Bachelor’s Degree in Computer Science or a related field.
- Superior leadership skills with ability to manage and develop a diverse, possibly international team.
- Strong problem-solving skills to reduce friction with technology for team and customers.
- Strong Apple technology knowledge and experience.
- Experience with purchasing, inventory management, and budgeting.
- Sound knowledge of information and communications technology fundamentals.
- Ability to prioritize and execute complex team projects while maintaining quality.
- Ability to learn and adapt quickly.
- Embraces feedback and iteration.
- Ability to travel approximately 10-20%.
Location and Work Policy
- US - Remote Eligible.
- Must reside in a US state where Airbnb has a registered entity.
- Occasional office or offsite work as agreed with manager.
Benefits
- Base pay range: $154,000 — $192,000 USD.
- Eligibility for bonus, equity, benefits, and Employee Travel Credits.
Commitment
- Airbnb is committed to inclusion, encouraging applications from a diverse talent pool.
- Disability accommodations available upon request.