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Airbnb

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2007

✈️ Travel

📦 Logistics

🛍️ eCommerce

💰 Post-IPO Equity on 2020-12

Travel • Logistics • eCommerce

Airbnb is a global online marketplace that connects people looking for accommodation with hosts offering unique and diverse lodging options, often in residential properties. Users can book spaces ranging from one-bedroom apartments to entire homes and boutique hotels. Airbnb also offers experiences, allowing guests to book activities hosted by locals, providing an authentic travel experience.

📋 Description

• Provide strong operational leadership for teams of approximately 10–15 ambassadors and ensure high-quality user support. • Manage complex, sensitive, urgent, and high-risk cases, serving as the highest escalation point for case consultations and escalations. • Meet regularly with direct reports, review work, provide behavioral coaching, and create performance development strategies or plans. • Establish case-handling guidance, document and enforce working methods, and ensure onboarding and ongoing training are completed. • Collaborate with capacity management and workforce planning to determine staffing needs, contingency-planning impacts, and personnel requirements based on workload. • Drive ambassador, team, and service performance through clear expectations, individual follow-up, coaching, corrective actions, feedback, quarterly objectives, and performance reports. • Oversee end-to-end staffing and team operations, including hiring, onboarding, talent development, employee motivation, and well-being. • Maintain daily management activities such as leave approvals, team meetings, one-on-ones, and talent management. • Foster openness, transparency, accountability, diversity, inclusion, ethics, compliance, and high service quality. • Communicate strategic updates and requirements, support internal operational and performance-improvement projects, and evaluate procedures to identify process and performance improvements. • Report overall service performance trends and summaries to the Director of Service Delivery.

🎯 Requirements

• At least 10 years of progressive experience in user support or operations, including 5 years in direct people management and employee lifecycle management. • Proven experience improving team performance as a people manager. • Experience deploying resources for real-time crisis situations, including high-severity or sensitive cases and loss decision-making authority. • Experience analyzing data and preparing reports to identify performance trends, and developing and implementing performance-management standards. • Experience translating global strategies and objectives into concrete, actionable team goals, including operational, functional, or performance objectives. • Ability to work weekends, holidays, and on demand. • Exceptional leadership and team-management skills, including conflict management, giving and receiving feedback, and handling employee and talent matters. • Strong communication skills for collaborating with stakeholders and managing sensitive cases under pressure. • Organization, resourcefulness, multitasking, attention to detail, and ability to complete cases in ambiguous situations. • Deep understanding of user-support operations and processes, with ability to transfer knowledge to the team. • Strategic thinking and problem-solving skills for evaluating procedures and identifying improvement opportunities. • Ability to adapt to context and lead the team through change. • Exceptional coaching skills, emotional intelligence, and ability to adapt feedback and communication style. • Cultural competence and commitment to diversity and inclusion. • Proficiency with data-analysis and reporting tools, including Tableau, SQL, Excel, and Google Sheets. • Must be based in Canada; currently eligible provinces include British Columbia, Ontario, Quebec, Alberta, and Saskatchewan.

🏖️ Benefits

• Role may be eligible for bonus • Role may be eligible for equity • Benefits • Employee Travel Credits • Inclusive application and interview process • Reasonable accommodations for candidates with disabilities