Senior Manager, Global Operations Excellence

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Airbnb

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2007

👥 B2C

🛍️ eCommerce

💰 Post-IPO Equity on 2020-12

B2C • eCommerce • Hospitality

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

• Build and foster an engaged, diverse team of operations excellence experts, high-performing individual contributors, and people managers: • Own and manage end-to-end people strategies and operations. This includes hiring, onboarding, talent development, as well as employee engagement, wellbeing, and morale. • Enable the professional success of the team and its members by supporting and motivating them to meet or exceed expectations. • Provide operational expertise to customer support initiatives and act as the spokesperson for frontline teams: • Influence the upstream design of services and products to ensure strong implementation, and efficient, successful operations. • Build relationships across the customer support network to ensure the voice of operations is heard as early as possible. • Serve as a facilitator and catalyst to ensure the smooth and successful roll-out of key community support programs. • Track these initiatives across your teams and the wider operations organization, and report progress to operations leadership in an effective, streamlined manner. • Ensure strong collaboration and effective launch of strategic initiatives by working closely with operational teams that manage partners and internal, network-wide teams. • Define and manage the global operations operating model at the leadership level. • Define and facilitate key forums for our leadership teams: all-staff meetings, operations priorities forum, and potential leadership meetings. • Be responsible for understanding what is happening across the customer support organization, how and when it will impact our operations teams, and serve as a point of contact for our leadership team, including the Senior Director. • Coordinate our teams to ensure proper reporting of our results and business impact, collaborating cross-functionally with key customer support teams (business operations, CSA).

🎯 Requirements

• At least 12 years of progressive experience in call center or customer support operations, with proven experience in strategy, operations optimization, and data- and technology-driven programs. • Bachelor's degree in business or science, or equivalent practical experience. • Strong people leadership and team management skills, including comfort giving and receiving feedback, handling complex employee and talent issues, and experience developing team members and building a strong talent pipeline. • Experience translating overarching goals and strategy into actionable, concrete steps for your teams. • Experience working in large-scale global teams in dynamic environments where ambiguity and change are the norm. • Strong interpersonal and teamwork skills with the ability to collaborate and consult with cross-functional partner organizations (from product and engineering to workforce, training, and operations). • Excellent business partnering, influencing, and presentation skills (written and verbal). • Experience designing team structures and organizational configurations, with the ability to design, implement, and iterate. • Strong analytical skills and a deep understanding of data across the agent and customer journey. • Ability to identify key priorities, allocate resources appropriately, and report on impact. • Ability to travel approximately 15–20% of the time; flexibility to meet business needs outside normal working hours as required.

🏖️ Benefits

• Bonus • Equity • Benefits • Employee Travel Credits