Senior Manager, Speciality Services

Summary

Join Airbnb's Delivery team as a Senior Manager, Speciality Services, where you'll lead customer-facing teams handling sensitive and complex cases related to safety and anti-discrimination. You'll be responsible for driving team performance, fostering employee engagement, and streamlining operations while maintaining strong relationships with senior stakeholders. This role requires a deep understanding of Airbnb's operations, policies, and systems, as well as the ability to manage complex cases and executive escalations. You'll also be involved in identifying and addressing root causes of safety and anti-discrimination issues, collaborating with cross-functional teams to improve processes and products.

Requirements

• 12+ years of increasing responsibilities, with experience in business operations & customer facing ops management
• Bachelor's Degree or equivalent required, preferably in Economics, Business Administration
• Advanced people leadership, performance management, coaching, and mentoring experience
• Ability to work in a high-pressure environment where you will have visibility to safety concerns that include sensitive, confidential, and potentially traumatic content
• Strong influencing, presentation, interpersonal and teamwork skills – able to work collaboratively & consultatively across expansive business partner organizations
• Ability to handle multiple complex and fast moving situations arriving from both sensitive Safety issues and complex Executive Escalations
• Highly organized with strong project management skills, ability to switch from very tactical & urgent tasks to long-term planning / program management
• Strong analytical skills & data driven approach to operations
• High energy with superb attention to details, and the ability to prioritize and deliver in a fast paced environment
• Strong communication skills & the ability to embark team through important changes & instability
• Ability to flex working hours to respond to global business demand, high level of reactivity is expected
• Global travel required 30% of the time

Responsibilities

• Manage the day to day operations of Safety & Anti Discrimination, driving the highest level of performance from the teams and establishing the right performance management & coaching structure / cadence in collaboration with Delivery Leaders & Quality teams
• Define, monitor, report & improve on efficiency & quality related metrics for the team / service based on their performance scorecard
• Adapt & preempt adaptations of our performance management structure based on business priorities
• Support Managers / Supervisor to ensure high employee engagement and delivery of world class user experience for both our community as well as internal stakeholders
• Oversee of team structure, recruitment, onboarding, training & upskilling plans
• Be a focused leader and create a supportive connections within the whole team by utilizing effective and open communication & effectively driving changes
• Stay ahead of overall global ops priorities & organization and make sure that Delivery operations are set up for success - constantly improving & optimizing ways of working to streamline our operations
• Work in close collaboration with other Delivery teams - including Airbnb India teams - to make sure our organization & teams structure / ways of working provides a world class customer experience (internal & external)
• Fully accountable for driving relationships & coordinating requests with shared services teams around quality, training, business process improvements, etc
• Be responsible and accountable for executive & senior leadership stakeholder management, adapting your communication to the audience and remaining fully flexible & available to our leaders
• Have a deep understanding & expertise of our operations, workflows, policies and systems to be able to assess cases as well as make the right call on what needs to be done to solve our users’ issues
• Track & understand common themes that have lead to severe Safety and Anti Discrimination cases and make sure to close the loop and set up the appropriate forums to discuss & solve root causes with cross functional teams across Global Ops
• Partner with cross functional Airbnb teams to champion improvements to our process, policies and product to improve the customer experience and reduce community escalations

Preferred Qualifications

• Leadership in a Safety, Crisis or Anti Discrimination contact center preferred
• Experienced in complex case management with VP stakeholders and above preferred

Benefits

• This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits
• Pay Range $176,000 — $220,000 USD