Senior Manager, Global Training Transformation

Summary

Join Airbnb's training transformation team as a senior leader to revolutionize the learning and development experience for global customer support, trust, safety, and Aircover teams. You will lead the development of new training products and technology, transforming the entire agent lifecycle from recruitment to ongoing performance support. This role requires a minimum of 10 years of experience in training and development, with at least 10 years in a senior leadership role, preferably in customer support or operations. You will collaborate with cross-functional teams to align training with business objectives and leverage emerging technologies like GenAI. The position is US-remote eligible with occasional office work. Compensation includes a competitive salary, bonus, equity, benefits, and employee travel credits.

Requirements

• Minimum of 10 years of experience in training and development roles, with at least 10 years in a senior leadership role (preferably within a customer support or operations environment)
• Bachelor's Degree or equivalent, preferably in education or related field
• Proven experience in leading transformational training initiatives and change management
• Proven track record of leading/driving results at scale
• Strong strategic thinking and problem-solving skills
• Proficiency in leveraging digital learning tools, technology and platforms
• Innovative thinker with a bias to execution

Responsibilities

• Lead the training transformation team responsible for developing new training products and technology, ensuring that we can meet the ever changing needs of the business and support our internal and external customers at scale
• Develop and execute a complete transformation of the training curricula for global Customer Support, Trust, Safety, and Aircover teams that embodies authentic, timely, respectful, and empathetic support, puts our ambassadors into the shoes of our guests and hosts and fosters a sense of community and belonging from day 1
• Build a hospitality mindset into the curriculum that teaches seamless problem resolution through critical thinking and judgment skills as part of the foundational curricula
• Implement the technology required to support a new agent operating system and lifecycle end-to-end, including emerging technologies like GenAI
• Recommend skills-based routing requirements that align the success of new agents to accelerate their time to proficiency, ensuring guests and hosts get a better and more targeted experience
• Work collaboratively with quality management, workforce planning, content and knowledge management, BPI, partner, and delivery teams to ensure cross-functional stakeholder alignment and change management in a highly collaborative environment
• Partner with CS Analytics to develop clear measures of success (qualitative and quantitative) that directly align training execution to ambassador performance and broader business objectives with the goal of exceeding expectations for the guest, host, and agent experience. Key targets will include more efficient training methodologies, increased learner engagement, and increased speed to proficiency
• Work with platform and engineering teams to ensure changes to our products, programs, policies and procedures are delivered dynamically, personally, just in time and within the agent workflow so that they always have the info they need to be successful
• Partner with cross-functional teams, including Operations, Product, and Talent, to identify training needs and develop appropriate solutions
• Collaborate with stakeholders to ensure training curriculum is aligned with broader community support initiatives
• Partner in evolving the training tools, technologies and techniques to meet the needs of a more dynamic training model

Preferred Qualifications

• MBA or Masters preferred
• Deep functional domain expertise across Customer Support preferred
• Experience working in global/matrixed environment

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits