דרושים Senior Market Manager Airbnb Business ב-Airbnb ב-קנדה

• The Payments Partner Management team (ParM) is small but mighty managing our global partner network (500+ analysts)
• We operate with 3 Partner sites in multiple geographies and multiple third party vendors which all roll up under the ParM team and we’d love to have you part of this journey to support the Partner Managers

A Typical Day:

• Manage Partner/Vendor onboardings/offboardings/upskilling/updating
• Support third party tool access
• Track and ensure accuracy of Partner/Vendor invoices and report any discrepancies to Partner Managers
• Act as the central point of contact for all tooling, technical and access issues for partner operations, vendor operations and projects
• Track and ensure any Airbnb assets provided to partners are returned once the business need is fulfilled
• Work with multiple stakeholders like Ops, Quality, Analytics, WFM, Planning, Partners, Vendors, Product, Tools, IT Support etc. to keep the business running
• In the first 30-60 days you will get to meet the partner/internal stakeholders online and begin building the relationships that will be pivotal to your success and overall ramp up gradually
• Depending on the business requirement, partner site visits and internal gatherings may happen, which gives a great opportunity for travel for you
• Be the ambassador of Airbnb Culture and Values

Your Expertise:

• The ability to solve problems under high pressure quickly and efficiently
• Keen to learn and develop subject matter expertise of the business we support
• Ability to manage all stakeholder relationships with transparency and context
• A keen desire for accuracy of data interpretation and data reporting
• Bachelor’s degree or equivalent
• Ability to multitask, understand, learn and solve technical problems quickly and efficiently
• 2 Years related work experience with at least 5 years of experience in an organization solving challenges at scale
• Demonstrated ability to manage multiple work streams and deliverables in a matrixed organization structure
• Strong analytical, data, and troubleshooting skills
• Experience driving performance with offshore BPO partners for Payments Compliance, Payments Risk or CS teams
• Deep connection to Airbnb’s mission and passion for creating Connection and Belonging
• Excellent written and oral communication skills
• Creative problem solver
• Able to identify real obstacles and viable solutions
• Outcome-oriented. Not reactionary, articulates the desired outcome and works collaboratively to create a path to achieve

:To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following:

• Workspace: A dedicated, quiet, and private workspace free from interruptions and external noise
• Internet Connectivity: During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings
• Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved.
• Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality.

Offices: Gurugram, India

The Difference You Will Make:

The Senior Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a Senior Specialist, Premium Support, you will be primarily responsible for providing end-to-end support to key members of our community experiencing an issue with their reservation, including but not limited to the Luxury segment. You will take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way.

A Senior Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They will be expected to work in strong autonomy, being able to assess a case & constantly looking for the right solution for both Host, Users and internal stakeholders. As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.

A Typical Day:

The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.

Complex case management: Provide the highest level of service to our community in each and every case, including handling the service’s most severe and urgent cases

• Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools
• Take end-to-end ownership of all assigned cases: ensuring a completefinalresolution is reached based on workflows, management guidelines & your own assessment of the case situation
• Become a subject matter expert in Airbnb policies and procedures
• Explains and simplify complex information, provide appropriate context, and address complex questions with confidence
• Ability to negotiate & mediate between Host & Guest in resolving the issues at hand on high-stake & high-value reservations
• Proactively anticipate users expectations regarding case resolution and work towards the best outcome for all parties involved, thinking outside the box & constantly looking for compromises
• Manage highly sensitive cases end to end that might include working cross functionally with Legal, Policy, other services, etc.
• Operate in full autonomy, making the decisions to follow or go outside of workflows to resolve our customers issues with the best outcome possible from both our community & business expectations

Combining efficiency with bespoke quality: Set the gold standard for performance for the service, providing consistently personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention

• Acts consistently impeccably in handling of customer-facing casework, personalizing communications and demonstrating the highest hospitality standards
• Drive cases to conclusion with a sense of urgency and without error, using strong judgment to make exceptions in ambiguous situations

Participating in your team’s improvement: Leverage your functional operational knowledge to proactively lead the team to succeed

• Provide insights about community experience and continuous improvement opportunities to your Management
• Supports the simplification of complex processes and ways of working within the team
• Supports Management on initiatives as assigned, such as to drive performance improvements, supporting management on consultations, acting as an SME, etc.
• Supports onboarding of new employees
• Be a positive force in the team and help management drive & land changes with the least frictions possible
• Willing to take on various tasks and responsibilities as needed (including moving teams) and showing openness to new challenges and a proactive approach to work

Stakeholder engagement: You build and maintain strategic partnerships to achieve team or functional goals

• Demonstrates a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues relying on management when in doubt
• Write clearly and concisely, translating complex ideas to multiple audiences, and knowing which stakeholder needs to be consulted about what
• Build & nurture relationships outside of your team
• You are on-call to handle emergency situations in the evenings & weekends
• Inspire a culture where quality is a core principle.

Your Expertise:

• 6+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts
• Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.
• Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly.
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs

• World class interpersonal and communication skills, both written and spoken, including conflict resolution.
• Active listening skills
• Empathy and patience in dealing with customers, especially in high-pressure situations
• Excellent organizational skills, including prioritization, multitasking, attention to detail, and meeting goals and commitments
• Passion for delivering exceptional customer service and setting a high bar
• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively
• Ability to adapt to new tasks and responsibilities as needed.
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments.
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.
• Experience engaging with executive-level stakeholders, and demonstrated ability to explain complex ideas simply and clearly
• Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders, including Executives
• Advanced computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools
Fluency in English and Italian, spoken and written is required.

Offices: Canada

The Difference You Will Make:

As a Senior Market Manager, Airbnb for Business, you will be responsible for identifying and closing corporate clients within defined target verticals, while cultivating strategic relationships with those that offer the greatest potential for growth. You will own the end-to-end sales strategy needed to achieve your targets and drive long-term value.

Success in this role requires the ability to partner closely with clients, leveraging data-driven insights to optimize performance, streamline processes, and expand overall spend on the platform. You will report directly to the Global Lead, Airbnb for Business, and collaborate closely with your peers to maintain a consistent, data-informed feedback loop across key cross-functional stakeholders including Product, Operations, Program Management, and Data Science.

A Typical Day:

• Develop and own the strategy for achieving your sales goals
• Diligently research prospects, develop account strategies, and execute outreach campaigns tailored to company and industry needs
• Demonstrate the ability to effectively manage the full sales cycle including prospecting, discovery, closing, onboarding, and strategic account management
• Develop trusted advisor relationships with target accounts, customer stakeholders, and Executive sponsors
• Demonstrate ability to communicate, present to, and influence key stakeholders at all levels of an organization, including Executive and C-Level
• Maintain up-to-date knowledge of the Airbnb for Business platform, industry trends, and competitor landscape
• Conduct group-wide webinars & training sessions to educate existing and new users on A4B products
• Lead regular business reviews with clients
• Drive business process improvements and standardization to the sales process.
• Clearly communicate the progress of key initiatives to internal and external stakeholders
• Meet or exceed individual and team revenue targets on a monthly and quarterly basis
• Maintain accurate records of pipeline and account activity using CRM tools

Your Expertise:

• 5+ years prior experience selling SaaS, travel lodging products or Corporate booking solutions in B2B sales with a proven record of success
• Excellent written and verbal communication; sales; and negotiation skills.
• Creative seller who is comfortable adapting a pitch to various audiences.
• Comfort with a fast-paced environment and changing requirements. Startup experience is a plus.
• Ability to flourish with minimal guidance, be proactive, and handle uncertainty and ambiguity.
• Data driven, can do attitude, strategic thinker and passion for new products and solutions.
• Comfortable with Excel, Google Docs, Salesforce CRM, and other technology solutions for driving sales.
• Willingness to travel as needed

Offices: Canada

The Difference You Will Make:

The Senior Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a Senior Specialist, Premium Support, you will be primarily responsible for providing end-to-end support to key members of our community experiencing an issue with their reservation, including but not limited to the Luxury segment. You will take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way.

A Senior Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They will be expected to work in strong autonomy, being able to assess a case & constantly looking for the right solution for both Host, Users and internal stakeholders. As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.

A Typical Day:

The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.

Complex case management: Provide the highest level of service to our community in each and every case, including handling the service’s most severe and urgent cases

• Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools
• Take end-to-end ownership of all assigned cases: ensuring a completefinalresolution is reached based on workflows, management guidelines & your own assessment of the case situation
• Become a subject matter expert in Airbnb policies and procedures
• Explains and simplify complex information, provide appropriate context, and address complex questions with confidence
• Ability to negotiate & mediate between Host & Guest in resolving the issues at hand on high-stake & high-value reservations
• Proactively anticipate users expectations regarding case resolution and work towards the best outcome for all parties involved, thinking outside the box & constantly looking for compromises
• Manage highly sensitive cases end to end that might include working cross functionally with Legal, Policy, other services, etc.
• Operate in full autonomy, making the decisions to follow or go outside of workflows to resolve our customers issues with the best outcome possible from both our community & business expectations

Combining efficiency with bespoke quality: Set the gold standard for performance for the service, providing consistently personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention

• Acts consistently impeccably in handling of customer-facing casework, personalizing communications and demonstrating the highest hospitality standards
• Drive cases to conclusion with a sense of urgency and without error, using strong judgment to make exceptions in ambiguous situations

Participating in your team’s improvement: Leverage your functional operational knowledge to proactively lead the team to succeed

• Provide insights about community experience and continuous improvement opportunities to your Management
• Supports the simplification of complex processes and ways of working within the team
• Supports Management on initiatives as assigned, such as to drive performance improvements, supporting management on consultations, acting as an SME, etc.
• Supports onboarding of new employees
• Be a positive force in the team and help management drive & land changes with the least frictions possible
• Willing to take on various tasks and responsibilities as needed (including moving teams) and showing openness to new challenges and a proactive approach to work

Stakeholder engagement: You build and maintain strategic partnerships to achieve team or functional goals

• Demonstrates a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues relying on management when in doubt
• Write clearly and concisely, translating complex ideas to multiple audiences, and knowing which stakeholder needs to be consulted about what
• Build & nurture relationships outside of your team
• You are on-call to handle emergency situations in the evenings & weekends
• Inspire a culture where quality is a core principle.

Your Expertise:

• 6+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts
• Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.
• Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly.
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs

• World class interpersonal and communication skills, both written and spoken, including conflict resolution.
• Active listening skills
• Empathy and patience in dealing with customers, especially in high-pressure situations
• Excellent organizational skills, including prioritization, multitasking, attention to detail, and meeting goals and commitments
• Passion for delivering exceptional customer service and setting a high bar
• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively
• Ability to adapt to new tasks and responsibilities as needed.
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments.
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.
• Experience engaging with executive-level stakeholders, and demonstrated ability to explain complex ideas simply and clearly
• Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders, including Executives
• Advanced computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools
Fluency in English and Portuguese, spoken and written is required.

Offices: Canada

A Typical Day:

• Act as an effective and trusted partner to the fast-paced and high-performing Airbnb Korea team. These include business development, partnership, marketing, communications, and public policy.
• Deliver clear, effective, and practical guidance that enables our business partners to achieve their objectives while mitigating legal risk, including regulatory compliance, consumer protection, e-commerce laws, competition, privacy, marketing, commercial, and labor.
• Stay up to date on legal and regulatory developments affecting Airbnb’s businesses.
• Collaborate effectively with colleagues across APAC and globally to ensure consistent, aligned legal advice.
• Build and maintain strong relationships to establish yourself as a trusted partner to key stakeholders.
• Clearly communicate legal risks and mitigation strategies to both legal and non-legal audiences, considering regulatory and other relevant factors which consider practical solutions to mitigate legal risk whilst keeping business priorities at the forefront.

Your Expertise:

• Qualification in South Korea is a must. Qualification in a major common law jurisdiction is a plus.
• Native-level command of Korean (written and oral). Business-level English (written and oral) is essential.
• 4-8 years post-qualification experience. In-house (secondment) in an MNC or start-up is a plus.
• Consistently delivers creative, thoughtful and business-oriented results that appropriately balance growth and risk.
• Ability to spot key risks, analyse and practically assess risk, and provide actionable recommendations.
• High level of integrity, professionalism, excellent organizational and analytical skills.
• Team player, highly collaborative with excellent communication and listening skills.
• Self-starter, driven and able to work autonomously while prioritizing competing tasks in a fast-paced, challenging environment.
• Intellectually curious, open-minded, adaptable, comfortable with ambiguity and risk, and energized by dynamic change.
• Empathetic, caring and humble.
• Some international travel may be required

Offices: Seoul, South Korea

A Typical Day:

• Conduct regular optimization calls and business reviews with high-value partners, providing timely support and building enduring relationships.
• Prospect and onboard new, high-quality supply within your assigned geography.
• Educate partners on product updates and relay feedback on product and policy issues to internal stakeholders.
• Leverage data to identify and pursue strategic growth opportunities, navigating operational complexities and allocating resources effectively.
• Build scalable frameworks, reporting, and playbooks that drive optimization, availability, and performance outcomes.
• Partner with SalesOps, RevOps, Enablement, and global peers to launch initiatives, provide executive-level reporting, and extend optimization strategies beyond the Americas.
• Lead innovative engagement projects within your territory, applying an entrepreneurial approach to strengthen market impact.
• Work cross-functionally with product, communications, policy, legal, tax, and customer support teams to ensure long-term market success.
• Provide technical guidance on API partnerships to deliver seamless experiences for hosts and guests.
• Represent Airbnb in external meetings with hosts and at industry conferences to reinforce the brand’s presence and credibility.

Your Expertise:

• 8+ years of experience in sales, account management, or team leadership, with a proven ability to build and grow strategic business relationships.
• Background in travel, hospitality, or online marketplaces strongly preferred.
  Proven success managing complex strategic accounts and driving scalable growth across a portfolio.
  Strong quantitative skills with the ability to translate data insights into actionable strategies.
• Demonstrated ability to balance strategic vision with tactical execution in fast-changing, ambiguous environments.
• Experience influencing cross-functional teams and collaborating with senior stakeholders across product, operations, and policy.
• Excellent communication and executive presentation skills, with the ability to influence at multiple organizational levels.
• Entrepreneurial and resourceful, with strong prioritization, time management, and organizational skills.
• Proficiency in CRM platforms such as Salesforce to manage and scale partner performance.
• Based in San Francisco, Los Angeles, Portland or Seattle with ability to travel quarterly within the assigned territory to maintain partner and team engagement.
• Passion for Airbnb, travel, and the sharing economy; experience as an Airbnb Host is a plus.

Offices: California, United States, Oregon, United States, Washington, United States

The Difference You Will Make:

The Manager supports one or more internal CS services. The Manager is an operational leadership role that requires substantial experience in customer service and team management. Managers oversee teams of approximately 10-15 ambassadors and should have the ability to guide and uplevel their ambassadors, demonstrating top-level customer service skills. Strong organizational skills and the ability to balance real-time and planned work are also required. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality.

A Typical Day:

• Oversee a strong operational environment for your teams and ensure high quality support for the community from your team
• Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community, including acting as the highest escalation point for case consults and high level escalations from other stakeholders
• Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching; must be able to create a performance development strategy/plan for your service(s).
• Provide best practices guidelines to your team on how to handle cases and situations, and ensure that ways of working are documented and followed.
• Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing trainings.
• For cases that involve internal stakeholders, guide ambassadors to take proper action to case closure and in rare cases, support with in-the-weeds case handling
• Collaborate with Capacity Planning & WFP on setting minimum headcount, ensuring adequate coverage, contingency planning impacts of changes, and advocating for staffing needs vs. volume/work
• Drive performance at the ambassador, team, and service level
• Ensure individual team members are held accountable to performance goals in a fair and equitable manner by setting clear expectations, following-up individually, and coaching team members positively to develop and improve their skills in a tailored way
• Manage both ambassador and team performance, including identifying trends in performance, providing corrective actions and positive overall feedback, and writing year end reviews and improvement plans
• Ability to set and articulate the vision and focus for the quarter; deliver that vision and focus through all hands-type meetings
• Share input and recommendations about service target setting.
• Provide oversight on the overall service performance and contribute to reporting on trends and providing a holistic picture of the service to the Delivery Director
• Build and nurture an engaged and diverse team
• Own and manage end-to-end people strategy and operations within your ambassador team to foster a high performing and sustainable team environment. This includes hiring, driving onboarding, talent development, and people engagement/wellness/morale
• Enable team and individual professional success through supporting and challenging your team to meet and exceed expectations with clear goals/expectations, feedback, one-on-ones, and coaching
• Support team in professional development within team by finding and creating development opportunities and leveraging company-wide resources to regularly drive development within your team.
• Keep up with day-to-day management duties such as time off approvals, team and one-on-one meetings, and managing Talent-related issues
• Maintain a culture of openness, transparency and accountability allowing our teams to deliver their best work while being themselves
• Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance and maintaining high standards of service to the company
• Support strategic initiatives within Delivery and your service as needed
• Lead the team toward the successful execution of company or other strategic changes or goals within your service by cascading updates and changes, communicating new requirements, and providing feedback
• Support, as needed, internal Delivery performance & operations improvement projects, in collaboration with the Delivery Excellence team and cross-functional partners
• Think critically and constantly evaluate our procedures. Collect feedback from the team to identify opportunities to improve performance and better optimize processes for the team, service, and global community

• 8+ years of progressive experience in a customer service or an operations role, with 5 years in a role directly managing staff & the employee lifecycle
• Demonstrable experience in driving improved performance of teams as a line manager
• Experience in the deployment of resources to manage real-time crisis situations, including managing high severity/sensitivity cases and decision-making authority for losses
• Experience in data analysis and reporting to identify performance trends, as well as developing and implementing performance management standards
• Experience translating big picture goals and strategy into implementable and concrete actions for your teams, including setting operational or functional targets or performance goals
• Ability to work weekend days, holidays, and on-call required
Strong communicator, with fluency, in both written and spoken, English and Spanish.

• Exceptional leadership and team management skills to manage a team of professionals - comfort with conflict, giving and receiving feedback, and handling employee/Talent issues
• Strong communication skills to collaborate with different stakeholders and manage sensitive cases, while remaining calm and poised under pressure
• Organized and resourceful; able to juggle and multi-task, with an attention to detail and follow through even in ambiguous situations
• In-depth understanding of customer service operations and processes; able to translate that to your team
• Strategic thinking and problem-solving abilities to evaluate procedures and identify opportunities for improvement
• Ability to cascade with context and lead your team through changes
• Exceptional coaching skills, you have high EQ and know how to tailor your feedback & communication style to meet the needs of your coachee or mentee
• Cultural competency and a strong commitment to fostering diversity and inclusion within the team
• Proficiency in various data analysis and reporting tools to track performance trends (tableau, SQL, Excel, Google Sheets, etc.)

Offices: Canada, Nevada, United States