Strengthen and maintain site’s position in the network as #1 Site on a consistent basis
Ensure team’s success on key metrics such as NPS and Ownership among others
Ensure timely and quality support to the Airbnb Community
A Typical Day:
Drive the team to meet and exceed metric expectations; understand how to leverage the team to improve outcomes and take action to meet goals through regular check-ins. ● Keep up with day-to-day management duties such as scheduling, shift approvals, team and one-on-one meetings. ● Be a confident problem solver, come up with data driven insights and create a solutions orientated environment.
Identify and implement improvement opportunities
Constantly evaluate workflows and find ways for them to be more efficient, relevant and valuable both internally and externally ● Understand the top user issues and make recommendations to improve Airbnb products and policies; support the team in being the voice of the customer to the rest of the company. ● Stay connected to the customer by spending at least one hour/week working on tickets and handling occasional escalated issues. ● Balance and prioritize the above based on seasonality and the needs of customers, team and Airbnb. ● Lead and/or participate in projects outside of the scope of your department, as assigned by your manager.
Your Expertise:
Fluency in English, both verbal and written.
Passionate about customer experience, understands the importance to Airbnb.
The candidate must be leading a customer facing team in their current role, where user feedback is a key success metric. ● Experience leading, inspiring, coaching and motivating others to meet goals and metrics. ● Strong analytical skills; able to tell a story with data and metrics.
Prior track record of Innovation and focus on execution ● Clear, concise communicator who can build collaborative and positive relationships. ● Flexibility and adaptability, able to work well in an ambiguous environment. ● Works well in ambiguity and embraces the adventure ● Should be comfortable with flexible shift timings (24*7 shifts).