Senior Routing & Channel Optimization Coordinator

Details

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.

Role overview

This role sits within the Channel Performance and Optimization team and supports the strategic direction and key deliverables for contact channel routing and optimization. The role focuses on routing rules, queue and skills configuration, and ensuring an optimal omni-channel experience across Phone, IVR, Chat, Email and Social. The ideal candidate will be analytical, highly organized, an excellent communicator, and experienced working as a Genesys administrator or contact routing administrator with a full understanding of routing configuration and routing rules.

Responsibilities

• Collaborate with technical teams to drive optimization of routing rules and flows for optimal customer experience and business efficiency
• Collaborate with technical teams and product managers to drive requirements and strategy for customer contact channels
• Maintain industry knowledge of current and evolving technologies for channel routing and optimization
• Define and drive routing prioritization including hours of coverage, overflows and service level protection
• Work closely with CS operations and engineering teams to ensure reliable operations and that SLAs are met or exceeded
• Establish and support processes for real-time updates to channel routing, including routing messages and announcements for emergency situations
• Queue management maintenance and updates
• Support project teams in creating new routing flows, routing rules and agent permissions
• Support movement of work types between in-house and partner operations by delivering routing changes
• Actively support tactical changes during backlog situations with overflow routing, concurrency settings and conditional group routing ring timeouts
• Work with stakeholders across CS, Product and Engineering to optimize contact routing
• Support and consult on development of channel performance dashboards and alarms
• Execute roadmaps and plans for contact channels and collaborate with other business areas on prioritization

Requirements

• Strong technical customer support (CS) experience in large-scale operations
• 3+ years experience in a similar role supporting channel routing, rules and configuration
• Experience as a Genesys administrator is a plus (experience as a contact routing administrator expected)
• Full understanding of routing configuration and routing rules
• Good understanding of customer experience technologies across Phone, IVR, Chat, Email and Social
• Exceptional collaboration, partnership and influencing skills, able to work across global teams and time zones
• Demonstrated interpersonal skills to interface with operations and business partners at all levels
• Outstanding written and verbal communication for diverse stakeholder audiences (including C-level, product, and technical)
• Strong customer engagement and relationship management skills
• Comfortable in an ambiguous matrixed organization; strategic and systems thinking with detailed execution
• Creativity and ability to work independently with limited guidance; ability to create structure and develop operational concepts
• High tolerance for ambiguity and ability to perform under pressure to meet deadlines
• Self-motivated and used to fast-paced environments
• Analytical skills; ability to tell a story with data and metrics, strong problem solving and attention to detail
• Bachelor's degree (ideally in a business discipline)

Location & office policy

This position is US - Remote Eligible on the east coast time zone. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed with your manager. While Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Offices: United States.

How we'll take care of you (Benefits / Pay)

• The actual base pay depends on factors like training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change.
• This role may be eligible for bonus, equity, benefits, and Employee Travel Credits.

Pay Range

$100,000—$115,000 USD

Inclusion & accommodations

Airbnb is committed to working with the broadest talent pool possible and providing a disability inclusive application and interview process. If you require reasonable accommodation to submit an application, contact [email protected] with your full name, the role you’re applying for, and the accommodation necessary.