Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
The impact you will have:
We are looking for a dedicated and enthusiastic person to provide exceptional customer service management to the Airbnb community as a Manager. The ideal candidate is welcoming, analytical, and committed to delivering the highest standards of service through coaching and developing their team. This is a full-time position based in Canada.
The Manager supports one or more internal customer service departments. This is an operational leadership role that requires significant experience in customer service and team management. Managers oversee teams of approximately 10 to 15 ambassadors and must be able to guide and develop their ambassadors, demonstrating top-tier customer service skills. Strong organizational skills and the ability to balance real-time work with planned work are also required. They must also be adaptable and responsive in our fast-paced, sometimes high-pressure environment, 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 through your team
- Manage the team's execution of complex, sensitive, and/or urgent issues that may pose a significant risk to our brand or community, including acting as the highest point of escalation for case consultations and high-level escalations from other stakeholders
- Meet regularly with your direct reports to review their work and provide high-quality, behavior-based coaching; be able to create a strategy or performance development plan for your departments
- Provide your team with guidelines on best practices for case and situation management, and ensure that work methods are documented and followed
- Ensure the team is consistently staffed appropriately and that staff complete their onboarding and ongoing training
- For cases involving internal stakeholders, guide ambassadors to take appropriate action until the case is closed and, in rare cases, support field case management
- Collaborate with Capacity Planning and the PMO to establish minimum staffing, ensure adequate coverage, plan for contingency measures related to the impact of changes, and advocate for staffing needs relative to volume or workload
Drive performance at the ambassador, team, and department level
- Ensure team members are held accountable for performance goals in a fair and equitable manner by setting clear expectations, following up individually, and providing positive coaching to develop and improve their skills in a personalized way
- Manage ambassador and team performance, including identifying performance trends, providing corrective measures and positive overall feedback, and writing year-end reviews and improvement plans
- Be able to establish and articulate the vision and direction for the quarter; deliver this vision and direction during "all hands" meetings
- Share feedback and recommendations on setting service targets
- Monitor overall department performance and contribute to reporting on trends, providing an overview of the department to the Director, Service Delivery
Build and maintain an engaged and diverse team
- Assume full management of strategy and operations related to personnel within your ambassador team to foster a high-performing and sustainable team environment. This includes hiring, onboarding, talent development, and staff engagement, well-being, and morale
- Foster the professional success of the team and each individual by supporting and challenging your team to meet and exceed expectations through clear goals, feedback, one-on-one meetings, and coaching
- Support professional development within the team by finding and creating development opportunities and leveraging company-wide resources to regularly foster your team's development
- Assume daily management tasks, such as approving time off, team and one-on-one meetings, and managing Talent-related issues
- Maintain a culture of openness, transparency, and accountability that allows our teams to deliver their best work while being themselves
- Demonstrate strong leadership on important issues, including diversity and belonging, allyship, ethics, compliance, and maintaining high standards of service to the company
Support strategic initiatives within Service Delivery and your department, as needed
- Guide the team toward the successful implementation of company or other strategic changes or goals within your department by relaying updates and changes, communicating new requirements, and providing feedback
- Support, as needed, internal Service Delivery performance and operations improvement projects in collaboration with the Delivery Excellence team and cross-functional partners
- Demonstrate critical thinking and constantly evaluate our procedures. Gather team feedback to identify opportunities to improve performance and better optimize processes for the team, the department, and the global community
Your expertise:
- 8+ years of progressive experience in a customer service or operations role, including 5 years in a direct personnel and employee lifecycle management role
- Demonstrable experience in improving team performance as a line manager
- Experience in deploying resources to manage real-time crisis situations, including managing highly sensitive or serious cases, and decision-making authority regarding losses
- Experience in data analysis and reporting to identify performance trends, as well as developing and implementing performance management standards
- Experience in translating global goals and strategies into concrete, actionable steps for your teams, including setting operational or functional targets or performance goals
- Ability to work weekends, holidays, and on-call, as needed
- Excellent communication skills, both oral and written, in English
Your skills and abilities:
- Exceptional leadership and team management skills to manage a team of professionals — comfortable with conflict, giving and receiving feedback, and managing employee or Talent-related issues
- Excellent communication skills to collaborate with different stakeholders and manage sensitive cases, while remaining calm and composed under pressure
- Organized and resourceful; able to juggle multiple tasks at once, with attention to detail and rigorous follow-up, even in ambiguous situations
- In-depth understanding of customer service operations and processes, with the ability to convey them to your team
- Strategic thinking and problem-solving skills to evaluate procedures and identify opportunities for improvement
- Ability to relay information with context and guide your team through changes
- Exceptional coaching skills; you have high emotional intelligence and know how to adapt your feedback and communication style according to the needs of the person being coached or mentored
- Cultural competence and a strong commitment to promoting diversity and inclusion within the team
- Proficiency in various data analysis and reporting tools to track performance trends (Tableau, SQL, Excel, Google Sheets, etc.)
Your work location:
This position is eligible for remote work — Canada. The role may include occasional work in an Airbnb office or participation in off-site meetings, as agreed upon with your manager. Although the position is eligible for remote work, you must reside in a province where Airbnb Canada Inc. has a registered entity. We can currently hire in the following provinces: Alberta, Ontario, British Columbia, Quebec, and Saskatchewan. This list is constantly evolving; please check with your recruiter to see which provinces make you eligible for this position.
Our commitment to inclusion and belonging:
Airbnb is committed to working with the widest possible talent pool. We believe that diversity of ideas fosters innovation and engagement, and allows us to attract creative people, as well as develop the best products, services, and solutions. All qualified individuals are encouraged to apply.
We also strive to provide an inclusive application and interview process for people with disabilities. If you are a candidate with a disability and require a reasonable accommodation to submit your application, please contact us at: [email protected]. Please include your full name, the position you are applying for, and the accommodation needed to assist you in the recruitment process.
We ask that you only contact us if you are a candidate whose disability prevents you from completing our online application.
We use automated tools to help our recruiting team effectively evaluate a high volume of applications. All final hiring decisions are made by a human reviewer.
This role is newly created and does not replace or fill an existing position.
How We'll Take Care of You:
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
Canada Annual Pay Range
$94,000—$117,000 CAD