Airbnb CS Experience Manager 

United States 

292688935

The Difference You Will Make:

Airbnb is on a mission to create a world where anyone can belong anywhere. In the role of Community Support Experience Manager, you will be responsible for building world class customer support experiences for the many new products and services that the company launches every year.

• Excellent communication skills: Exceptional ability to build compelling narratives to present complex data and strategies to executive-level audiences
• Comfortable working with data: Skilled at using data tools (Execl, Tableau, Superset) to pull data and insights, and a general ability to work with Analytics and Data Science teams to communicate requirements (Bonus: basic knowledge of SQL)
• Strong program management skills: Ability to lead large cross functional programs, keep teams aligned around a strategy, drive towards a timeline and stay accountable to results
• Comfort with Ambiguity: Ability to navigate challenges and make decisions even when information is incomplete

A Typical Day:

• Build relationships: Build strong relationships with your stakeholder across the company to ensure that you are informed or consulted on potential product, service or policies changes, and seen as a trusted CS business partner
• Design the support experience: Identify the upcoming product, service, policy changes that require thoughtful design of the support experience, and work with internal CS stakeholders to build a strong proposal to build out the experience
• Articulate business requirements: Work with your product counterpart to articulate the product and operational requirements needed to deliver on the experience
• Execute: Lead a cross functional working group to execute on the requirements, managing timelines, blockers and scope changes towards a successful launch
• Follow through: Work with product, operations and analytics to ensure rigorous tracking and measurements of the experience, and iterate quickly where needed to ensure we’re achieving the desired results

Your Expertise:

• Minimum of 12 years of progressive experience in relevant fields such as customer service, strategy, management consulting, or finance.
• BA/BS degree; an MBA or equivalent Masters is strongly preferred.
• Experience in customer support environment (preferred):