Senior Manager, Premium Support

Summary

Join Airbnb's CS Delivery team as a Senior Manager, Speciality Services, Premium Support and lead a large global team driving customer satisfaction for key community members, including the Luxury segment. Manage and mentor a team of senior leaders, overseeing regional teams and agents. Increase service excellence while maintaining financially sustainable operations, monitoring performance against targets, and managing capacity. Ensure efficient and high-quality issue resolution across various channels. Collaborate with various teams on service expansion, improvement, and operationalization. Report performance to senior leadership, influencing cross-functional teams and advocating for community and agent needs. This role requires significant global travel and involves managing a large-scale team ramp-up.

Requirements

• 15+ years of increasing responsibilities, with experience in business operations & customer facing ops management
• Strong analytical skills & data driven approach to operations - ability to analyze performance, identify its root cause & take corrective actions for improvements with the teams
• Holistic approach to service delivery taking all the factors into consideration when reviewing results / identifying risks
• Strong influencing skills with the ability to rally various set of stakeholders behind ambitious goals
• Advanced communication skills - ability to tell a story & present to a wide set of stakeholders from leaders to agents - to achieve goals
• Advanced people leadership skills, experience in leading large & global teams
• Ability to evolve in a high pressure environment with strong exposure to senior leadership and scrutiny on the daily work
• Very comfortable with ambiguity, ability to switch plans based on context & strong sense of urgency
• Highly organized with strong project management skills, ability to switch from very tactical & urgent tasks to long-term planning
• High energy with superb attention to details, and the ability to prioritize and deliver in a fast paced environment
• Ability to flex working hours to respond to global business demand, high level of reactivity is expected
• Global travel required 30% of the time
• Completely fluent in English is a must & bilingual in French, Spanish or Portuguese is a plus

Responsibilities

• Be a leader of a large global team, building a culture of excellence & continuously challenging & upskilling a team of senior leader
• You will be responsible for managing directly 4+ senior leaders in our organization who will be responsible for a region / set of languages / teams
• They will be managing agents’ leaders & agents at the regional / language level
• Increase and maintain a high level of service driving customer satisfaction (NPS, CSAT) through effective & financially sustainable operations
• Monitors & drive performance of our teams against targets through contact center related set of metrics
• Manage capacity on an ongoing basis - driving shrinkage/absenteeism/hours delivery  in collaboration with real time management & workforce management
• Ensure our teams are effective and fast in resolving customer issues while maintaining a high level of quality on all types of interactions handled through async channels as well as phone
• Attend & structure WBRs, MBRs & all required performance improvements meetings to proactively prevent drops of performance
• Accountable for actions plans designed & implemented in collaboration with your directs
• Support & lead the ramp of the service / team to 10+ languages globally through hiring at scale
• Collaboratively work with analytics & cap planning to plan & right size the team taking into consideration the business needs & the effectiveness of the operations
• Coordinate with recruitments & talent teams globally to ramp a large number of internal headcount in a very short amount of time making sure we attract the best talent for the roles
• Track & report on the ramp, new hires performance as well as any challenges  & risks to senior leadership of CS
• Accountable for driving the operationalization of the service design expansion as well as continuous improvement of the service
• Work collaboratively with the product marketing, experiences & product teams to expand the service towards new offerings for our users such as proactive support in the near future
• Operationalize those service changes & ensure transitions are smooth & effective for the delivery teams
• Influence & work collaboratively with other leaders across CS & Global Operations to continuously improve the service to our segment of users as well as the day-to-day of our agents
• Collaborate with quality, training & process improvement teams as well as leaders of your team to continuously raise the bar of the service delivery through processes refining, coaching, ways of working etc…
• Represent the service & report on its performance to Senior level leadership - Directors & VPs - across the Global Ops teams
• Report on performance, challenges & opportunities in various forum while being able to tell a stroy & highlight the critical points for senior leaders
• Be the voice of the service to influence other teams & raise awareness with platform teams as well as the business round the issues faced by our community & our agents

Preferred Qualifications

• Experienced in hospitality & servicing customer of luxury & high-end segments is a plus
• Experienced with accelerated ramp of people & languages is a plus
• MBA or a different Master degree is preferred

Benefits

This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits