Airbnb Senior Program Manager Differentiated Support 

United States 

395288231

A Typical Day:

• Collaborate with CS Operations to transform agent skilling, create new routing design, premium agent groups, and streamline specializations & service tier structure
• Collaborate with CS Operations to create, launch and iterate a career progression program for agents that has elements of rotational specializations, leadership training, and opportunities, to drive workforce excellence and longevity
• Create the strategy and iterative roadmap to build the right balance of AI-powered agents vs human agents
• Personalize and customize issue treatment based on trip value, customer lifetime value, customer tenure, etc., with tiered escalations based on customer value
• Create the strategy and tactical plan for proactive outbound customer service
• Transform dispute resolution by analyzing past dispute data to optimize future dispute handling processes
• Partner with data analytics teams to improve intent detection and recognition based on a multi-faceted intent model
• Expand channel options for CS in partnership with CS Product
• Enhance existing workflows and create news ones that are dynamically adaptable to both solve issues and address unique situations
• Collaborate with CS Operations to measure and incentivize adherence to policies at scale
• Capture input and feedback from contact analysis, including both metric based and VOC & call/chat text analytics, as well as direct feedback from agent workforce to drive a prioritized closed loop program that permanently resolves issues
• Implement transformation tactics in a pilot setting before applying improvements and scaling to larger workforce
• Set Service Transformation KPI targets and create both short term and long term service transformation roadmap with tactics and execution details
• Expand and broaden customer journey mapping across scenarios with highest volume and impact
• Set a vision and make it real. Set a clear and compelling North Star that is functional, economical, and differentiated. This could be through a given opportunity from the Design Workshop team, or based on an insight raised from the frontlines. Work cross-functionally with Business Process Improvement, Engagement Managers, Product, Design, Operations, and the business to chart the path to get there.
• Orchestrate capabilities across people, process, product through the sequencing of strategic initiatives that will bring the vision to life over time.
• Assert the customer-first point of view that is based on research, analysis, and insights.
• Blend creative thinking and exceptional problem solving at every stage from early concept, service design, functional design, and launch.
• Implementation Accountable for an experience from Intake through early stages of planning and ultimate delivery of the envisioned experience.
• Close the loop - track and measure your outcomes and adapt and learn quickly from failure.

Your Expertise:

• Bachelor's Degree or equivalent, preferably in education or related field; MBA or Masters preferred
• 10+ years of broad experience in customer service across contact center operations, digital support, and contact center technology
• Experience working with the frontline in a contact center environment
• Experience managing program managers in Customer Service organizations
• Experience working across both customer service and retention strategy and operations
• Understanding of AI and other technology use cases in service, including customer facing chat bots, agent assist, etc.
• Experience in creating business requirements, functional requirements, and use cases, along with business cases to show impact of service transformation programs
• Ability to create compelling presentations and storytelling to present transformational content
• Experience and ease interacting with and influencing senior executive leadership
• Proactive problem solver; able to see big picture and streamline current processes while planning for long-term growth
• Creating compelling vision and supporting roadmap - Uses knowledge of service best practices (internally & externally) to easily translate that into a compelling vision that is aligned with Airbnb’s mission and business priorities.
• Exceptional collaboration, partnership and influencing skills with the ability to work in a global environment across multiple locations and time zones to drive consensus across teams.