Strategy and Operations Manager, Customer Service Experience

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.

The Community You Will Join

The CS Platform and Experience team is responsible for designing the support journey for our users, and building the products used by our agents, and our community when they’re seeking help from Airbnb. The CS Experience team (this role) ensures that our users receive world class support, and that our support experience adapts to our ever-evolving business.

The Difference You Will Make

Airbnb is on a mission to create a world where anyone can belong anywhere. In the role of Community Support Experience Manager, you will be responsible for building world class customer support experiences for the many new products and services that the company launches every year.

Responsibilities

• Build strong relationships with stakeholders across the company to be informed or consulted on potential product, service or policy changes and to be seen as a trusted CS business partner.
• Dive deep into product, service and policy changes that require thoughtful design of the support experience, and work with stakeholders to build proposals for the experience.
• Work cross-functionally to define business requirements needed to deliver on the experience.
• Lead a cross-functional working group to execute on requirements, managing timelines, blockers and scope changes toward successful launches.
• Work with product, operations and analytics to ensure rigorous tracking and measurement of the experience, and iterate quickly where needed to achieve desired results.

Requirements / Your Expertise

• Excellent communication skills: exceptional ability to build compelling narratives and present complex data and strategies to executive-level audiences.
• Comfortable working with data: skilled at using data tools (Excel, Tableau, Superset) to pull data and insights, and able to work with Analytics and Data Science teams to communicate requirements. (Bonus: basic knowledge of SQL.)
• Strong program management skills: ability to lead large cross-functional programs, keep teams aligned around a strategy, drive toward timelines and stay accountable to results.
• Comfort with ambiguity: ability to navigate challenges and make decisions even when information is incomplete.
• Experience in a customer support environment (preferred) or willingness to spend time on the frontline learning.
• Work experience: minimum of 12 years of progressive experience in relevant fields such as customer service, strategy, management consulting, or finance.
• Qualifications: BA/BS degree; an MBA or equivalent Masters is strongly preferred.

Location and Working Model

• This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed with your manager.
• You must live in a state where Airbnb, Inc. has a registered entity. 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 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 [email protected] with your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.

How We'll Take Care of You

• Job titles may span more than one career level. Actual base pay is dependent on factors such as training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change.
• This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Pay Range

$154,000—$191,500 USD

Offices

United States