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Manager, Premium Support

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Airbnb

1mo ago

  • Job
    Full-time
    Senior Level

AI generated summary

  • You need 8+ years in customer service ops, 5+ in staff management, data analysis skills, strong leadership, strategic thinking, and commitment to diversity. Bachelor's required; Master's preferred.
  • You will manage team performance, provide coaching, oversee case resolutions, ensure staffing, drive operational excellence, support development, and foster a culture of accountability and inclusion.

Requirements

  • 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
  • At least 3 years in a people management role, overseeing team leads and front-line staff
  • Bachelor’s degree or equivalent; Master’s degree or certifications in preferred fields such as statistics, actuarial science, business administration, economics, finance, operations management, insurance, and risk management.
  • 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
  • Customer Obsessed - Strong understanding of all metrics and how they impact user experience
  • 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
  • Bachelor’s degree or equivalent; Master’s degree or certifications in preferred fields such as statistics, actuarial science, business administration, economics, finance, operations management, insurance, and risk management
  • 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.)

Responsibilities

  • 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 training(s)
  • 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
  • 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 a 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

FAQs

What is the primary responsibility of the Manager, Premium Support at Airbnb?

The primary responsibility is to manage service performance, operations, and strategy execution within a region while driving continuous improvement towards service outcomes.

What qualifications are required for the Manager, Premium Support position?

Candidates should have 8+ years of progressive experience in customer service or operations, with at least 5 years in staff management, and preferably have a Bachelor’s or Master’s degree in relevant fields.

What is the importance of data analysis in this role?

Data analysis is crucial for identifying performance trends and developing performance management standards, which helps in driving improved performance within teams.

Is experience in crisis management important for this role?

Yes, the ability to manage real-time crisis situations, including handling high severity or sensitivity cases, is important for this position.

How does the Manager, Premium Support role contribute to team development?

This role involves supporting professional development by providing feedback, one-on-ones, and finding development opportunities for team members.

What is the expectation around diversity and inclusion within the team?

Candidates must demonstrate a commitment to fostering diversity and inclusion within the team and maintaining high standards of service.

Are there any requirements regarding work hours for this position?

Yes, the role requires the ability to work weekends, holidays, and be on-call as needed.

Will the Manager, Premium Support be involved in handling high-level escalations?

Yes, the Manager will act as the highest escalation point for complex, sensitive, and urgent issues that pose significant risk to the brand or community.

What tools are expected to be used for performance tracking?

Proficiency in various data analysis and reporting tools, such as Tableau, SQL, Excel, and Google Sheets, is expected for tracking performance trends.

How does the company support employee engagement and wellness?

The Manager is responsible for managing end-to-end people strategy, including talent development and maintaining a culture of openness, transparency, and accountability within the team.

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Airbnb

Airbnb is a community based on connection and belonging.

Travel & Leisure
Industry
5001-10,000
Employees
2007
Founded Year

Mission & Purpose

Airbnb is an online platform that connects travellers with unique lodging options and experiences offered by hosts worldwide. The company allows hosts to rent out their properties, whether it's a spare room, an entire house, or even an unusual accommodation like a treehouse or boat, to travellers seeking a more personalised and local experience. Airbnb's ultimate mission is to create a world where anyone can belong anywhere, fostering a sense of belonging and cultural exchange among travellers and hosts. Their purpose is to enable people to explore new places, immerse themselves in different cultures, and build connections with local communities while offering hosts an opportunity to share their spaces and stories. By facilitating peer-to-peer hospitality, Airbnb aims to make travel more accessible, authentic, and enriching for people from all walks of life, while contributing to economic opportunities and sustainable tourism in various destinations.

Benefits

  • Comprehensive health plans

  • Paid volunteer time

  • Healthy food and snacks

  • Generous parental and family leave

  • Learning and development

  • Annual travel and experiences credit