Senior Manager, Platform Management - Community Experience

Airbnb

1d•Remote

About The Position

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 CS Platform and Experience organization is responsible for designing the support journey for our users, and building the products and platforms used by our agents, and our community when they’re seeking help from Airbnb. The CS Experience Platforms team ensures that our users receive world class support, and that our support experience adapts to our ever-evolving business by developing end-to-end technology solutions to customer journey challenges.

Requirements

Experience in managing and mentoring high-performing teams, with a focus on driving individual development and collective success.
Extensive experience managing large-scale, cross-functional programs and initiatives. You are skilled in overseeing multiple projects simultaneously, ensuring alignment with broader organizational objectives.
Experience solving complex problems with innovative technology solutions to improve customer experience and drive business results.
Deep understanding of CS operations and experience in improving customer experience through innovative support design and execution.
Strong ability to leverage data and analytics to drive insights, measure performance, and inform strategic decision-making. You should be comfortable working with data science and analytics teams.
Strong ability to present ideas, strategies, and outcomes to executive leadership and cross-functional partners in a clear, compelling manner.
Minimum of 15 years of progressive experience in customer support, management consulting, business operations or program management roles, with experience managing teams.
BA/BS degree required

Nice To Haves

MBA or relevant Master's degree is preferred.

Responsibilities

Provide leadership and coaching to a team of CS Experience Managers and Platform Managers.
Responsible for career development, performance management, and ensuring your team has the tools and resources to succeed.
Collaborate with senior leadership to align your team’s initiatives with the broader CS strategy.
Ensure that your team is focused on high-impact projects that drive improvements in support experiences for Airbnb’s users and agents.
Ensure your team is working closely with Product, Operations, Policy, and Analytics teams to influence key business decisions and ensure that all support-related aspects of new products, services, and policies are thoughtfully designed and effectively executed.
Oversee a portfolio of programs, projects, and technologies, provide decision-making support to your team, remove blockers to progress and provide leadership visibility.
Encourage your team to explore new approaches, tools, and technologies that can enhance both, the support experience and our ways of working.
Understand the performance of core Airbnb product and services as it relates to customer experience and CS demand; influence partners across the company toward improved outcomes for the company and customers.
Regularly report to senior leadership on the progress and outcomes of key initiatives.
Use data to illustrate the impact of your team’s work, and ensure there is a clear strategy for iterating and improving where necessary.