Manager, Premium Support

Details

Overview

We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service management to the Airbnb community as a Manager. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service through coaching and upleveling their team.

This is a full-time position based in Canada.

Responsibilities

• Oversee a strong operational environment for your teams and ensure high quality support for the community from your team

  • Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community, including acting as the highest escalation point for case consults and high level escalations from other stakeholders
  • Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching; create a performance development strategy/plan for your service(s)
  • Provide best practices guidelines to your team on how to handle cases and situations, and ensure that ways of working are documented and followed
  • Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing training
  • 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
  • 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

• Drive performance at the ambassador, team, and service level

  • Ensure individual team members are held accountable to performance goals in a fair and equitable manner by setting clear expectations, following-up individually, and coaching team members positively to develop and improve their skills
  • 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
  • Set and articulate the vision and focus for the quarter; deliver that vision and focus through all hands-type meetings
  • Share input and recommendations about service target setting
  • Provide oversight on overall service performance and contribute to reporting on trends and providing a holistic picture of the service to the Delivery Director

• Build and nurture an engaged and diverse team

  • Own and manage end-to-end people strategy and operations within your ambassador team to foster a high performing and sustainable team environment, including hiring, driving onboarding, talent development, and people engagement/wellness/morale
  • Enable team and individual professional success through supporting and challenging your team to meet and exceed expectations with clear goals/expectations, feedback, one-on-ones, and coaching
  • Support team in professional development by finding and creating development opportunities and leveraging company-wide resources to regularly drive development within your team
  • Keep up with day-to-day management duties such as time off approvals, team and one-on-one meetings, and managing Talent-related issues
  • Maintain a culture of openness, transparency and accountability allowing teams to deliver their best work while being themselves
  • Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance and maintaining high standards of service to the company

• Support strategic initiatives within Delivery and your service as needed

  • Lead the team toward 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
  • Think critically and constantly evaluate procedures; collect feedback from the team to identify opportunities to improve performance and better optimize processes for the team, service, and global community

Requirements

• 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 in the deployment of resources to manage real-time crisis situations, including managing high severity/sensitivity cases and decision-making authority for losses
• Experience in data analysis and reporting to identify performance trends, as well as developing and implementing performance management standards
• 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
• Strong communicator with fluency in both written and spoken English

Your skills and competencies

• Exceptional leadership and team management skills (comfort with conflict, giving/receiving feedback, handling employee/Talent issues)
• Strong communication skills to collaborate with different stakeholders and manage sensitive cases while remaining calm and poised under pressure
• Organized and resourceful; able to juggle and multi-task with 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
• Ability to cascade with context and lead your team through changes
• Exceptional coaching skills with high EQ; tailor feedback & communication style to the needs of the coachee/mentee
• Cultural competency and commitment to fostering diversity and inclusion
• Proficiency in data analysis and reporting tools to track performance trends (Tableau, SQL, Excel, Google Sheets, etc.)

Location

This position is Remote Eligible - Canada. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager.

While remote eligible, you must live in a province where Airbnb Canada, Inc. has a registered entity. Airbnb can hire in: Alberta, Ontario, British Columbia, Quebec, and Saskatchewan (this list is continuously evolving).