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 person is welcoming, analytical, and committed to delivering the highest service standards through coaching and development of 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 considerable experience in customer service and team management. Managers supervise teams of approximately 10 to 15 ambassadors and must be able to guide and develop their ambassadors, demonstrating first-class customer service skills. Strong organizational skills and the ability to balance real-time work and 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:
Supervise a strong operational environment for your teams and ensure high-quality support to the community through your team
- Manage the team's execution of complex, sensitive, and/or urgent issues that may present significant risk to our brand or community, including acting as the highest escalation point 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 performance development strategy or plan for your department
- 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 through case closure and, in rare cases, support field case management
- Collaborate with Capacity Planning and PMO to establish minimum staffing levels, ensure adequate coverage, plan contingency measures related to change impacts, 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 objectives fairly and equitably by setting clear expectations, tracking individual progress, 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 overall positive feedback, and writing year-end evaluations and improvement plans
- Be able to establish and communicate the quarterly vision and direction; deliver this vision and direction at all-hands meetings
- Share feedback and recommendations on setting service targets
- Ensure overall department performance monitoring 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 staffing strategy and operations within your ambassador team to foster a high-performing and sustainable team environment. This includes hiring, onboarding, talent development and engagement, staff well-being, and morale
- Foster professional success of the team and each individual by supporting and challenging your team to meet and exceed expectations through clear objectives, feedback, one-on-one meetings, and coaching
- Support professional development within the team by finding and creating development opportunities, and leveraging resources available across the company to regularly foster your team's development
- Assume daily management tasks, such as approving time off, holding team and individual meetings, and managing Talent-related issues
- Maintain a culture of openness, transparency, and accountability that enables our teams to do their best work while being themselves
- Demonstrate strong leadership on important issues, including diversity and belonging, allyship, ethics, compliance, and maintaining high service standards for the company
Support strategic initiatives within Service Delivery and your department as needed
- Guide the team toward successful implementation of company strategic changes or objectives within your department, relaying updates and changes, communicating new requirements, and providing feedback
- Support, as needed, Service Delivery performance improvement and operations projects internally, in collaboration with the Service Excellence team and cross-functional partners
- Demonstrate critical thinking and continuously 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 or more years of progressive experience in a customer service or operations role, including 5 years in a direct people management role and employee lifecycle management
- Demonstrable experience improving team performance as a direct manager
- Experience 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 in developing and implementing performance management standards
- Experience translating global objectives and strategies into concrete, actionable steps for your teams, including setting operational or functional targets or performance objectives
- 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
- Deep understanding of customer service operations and processes, with the ability to communicate them to your team
- Strategic thinking and problem-solving abilities to evaluate procedures and identify improvement opportunities
- Ability to relay information with context and guide your team through changes
- Exceptional coaching skills; you have a high emotional quotient and know how to adapt your feedback and communication style based on the needs of the person being coached or mentored
- Cultural competence and strong commitment to promoting diversity and inclusion within the team
- Proficiency with various data analysis and reporting tools to track performance trends (Tableau, SQL, Excel, Google Sheets, etc.)
Your workplace:
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 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 continuously evolving; please check with your recruiter which provinces make you eligible for this position.
Our commitment to inclusion and belonging:
Airbnb is committed to working with the broadest pool of talent possible. We believe that diversity of ideas fosters innovation and engagement, and enables us to attract creative people and 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 need 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 contact us only if you are a candidate whose disability prevents you from completing our online application.
We use automated tools to help our recruitment team efficiently evaluate a large 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