Trust Service Delivery Manager

Summary

Join Airbnb as a Trust Service Delivery Manager, a US-based remote individual contributor role. You will ensure smooth operations for the Trust Platform Integrity Operations team, driving planning and operationalizing tasks for pilots and projects. This role demands expertise in managing operational teams globally, project management, cross-functional collaboration, and a deep understanding of Trust Operations. You will own initiatives, lead meetings, plan resource allocation, implement performance management, and coordinate strategic initiatives across teams. The position requires significant experience in customer service or operations, leadership skills, and a data-driven approach. Airbnb offers competitive compensation, including a base pay range, bonus, equity, benefits, and Employee Travel Credits.

Requirements

• A minimum of 10 years of progressive experience in a customer service or an operations role
• Experience translating big picture goals and strategy into implementable and concrete actions for your teams
• Bachelor's degree or equivalent work experience; Master’s degree is a plus
• Experience acting as a hiring manager and onboarding/developing talent
• Ability to work weekend days and on-call required
• Exceptional leadership and team management skills
• Incredibly organized and resourceful; able to juggle and multi-task, with an attention to detail and follow through even in ambiguous situations
• Data driven approach
• In-depth understanding of customer service operations
• Constantly looking for ways to optimize and improve the status quo & how we work
• Excellent communication skills for collaborating with stakeholders and ensuring transparency within the team
• Ability to drive strategic initiatives within the organization
• Strong work ethic, proactive, exhibits positivity, professionalism, confidentiality and good judgment
• Comfort with conflict, giving and receiving feedback, and handling employee/Talent issues
• Cultural competency and a strong commitment to fostering diversity and inclusion within the globally distributed team

Responsibilities

• Own & drive initiatives that passed the Trust Ops Intake process and involved Platform Integrity Operations, inclusive of internal teams such as regional teams and ACC, Partner Management and Trust Delivery Excellence
• Participate in the upstream discussion & implementation of the initiatives in the roadmap
• Coordinate and lead key meetings to drive the implementation & success of operational outputs
• Plan allocation of internal resources - in conjunction and consultations with the Work Force Planning team are regional leads
• Be a driver in implementing a strong and efficient performance management culture within our delivery team and partner sites. Lead Internal Team’s monthly agent performance reviews, PIO QBR and Trust Ops WBR (for PIO portion) in partnership with Trust Investigation Managers and Trust Delivery Excellence team
• Lead operations improvement initiatives across the PIO org. These could be initiatives initiated by the Platform Integrity Operations Team or the initiatives in the broader Trust Ops roadmaps that require expertise from Trust Ops Service Delivery. In some areas, the initiatives may require partnering with Partner Management teams alongside other Trust Ops teams
• Coordinate key strategic initiatives within Trust as a representation of our front-line Trust Investigator & partner management teams
• Coordinate key strategic initiatives across the PIO team by representing PIO’s voices with cross functional teams
• Act as key delivery POC for other teams within Trust
• Act as an expert within PIO service delivery to ensure all expertise of our organization are taken into consideration when tackling global initiatives and projects
• Design & Execute in collaboration with Trust Ops leadership the evolution of our internal & partner management team through standardization, upskilling & cross-skilling
• Create performance management playbooks, enable improvement of training programs for internal teams, Drive playbook and implementations of  on-boarding plans end to end
• Drive communication cadences within internal organizations to ensure company wide and Trust team visions are well translated to trust investigators. Enable everyone in the team to see the connections of their work to Trust Ops priorities via clear and consistent communications and two-way dialogues engagement with leaders
• Manage necessary renewal of contracts and approval for CW budgets in partnership with the Biz Ops team
• Help establishing career frameworks for our teams in close collaboration with Talent

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits