Manager, Premium Support (French/English)

Details

Airbnb is 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 in both English and French through coaching and upleveling their team. This is a full-time position based in Ireland.

Responsibilities

Operational leadership and exceptional support

• 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 the Airbnb brand or community, including acting as the highest escalation point for case consults and high level escalations from other stakeholders.
• Meet with 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 the team is consistently staffed appropriately and that staff complete onboarding and ongoing trainings.
• 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

• 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 in a tailored way.
• Manage both ambassador and team performance: identify trends in performance, provide corrective actions and positive overall feedback, and write 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 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.
• Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance and maintaining high standards of service.

Support strategic initiatives

• 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 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 customer service or operations, 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 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, and developing and implementing performance management standards.
• Experience translating big picture goals and strategy into implementable and concrete actions for teams, including setting operational or functional targets/performance goals.
• Ability to work weekend days, holidays, and on-call required.

Your skills and competencies

• Exceptional leadership and team management skills (comfort with conflict, giving/receiving feedback, handling employee/Talent issues).
• Strong communication skills in written and spoken English and Italian to collaborate with different stakeholders and manage sensitive cases while remaining calm 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 and ability to tailor feedback and communication style.
• Cultural competency and commitment to diversity and inclusion.
• Proficiency in data analysis and reporting tools to track performance trends (Tableau, SQL, Excel, Google Sheets, etc.).
• Fluent in English and French.

Benefits

• Base pay range is annualized and dependent on factors including training, transferable skills, work experience, business needs, and market demands.
• This role may be eligible for bonus, equity, benefits, and Employee Travel Credits.