Senior Manager, Speciality Services, Premium Support

About the position

As a Senior Manager, Speciality Services you will be responsible for driving the performance of customer facing teams working on sensitive & complex cases from our Safety and Anti Discrimination services. You will be expected to manage & maintain an impactful & trusting relationship with senior leaders stakeholders while constantly looking for opportunities to streamline & optimize our operations.

Responsibilities

• Manage the day to day operations of Safety & Anti Discrimination, driving the highest level of performance from the teams and establishing the right performance management & coaching structure / cadence in collaboration with Delivery Leaders & Quality teams.
• Define, monitor, report & improve on efficiency & quality related metrics for the team / service based on their performance scorecard.
• Adapt & preempt adaptations of our performance management structure based on business priorities.
• Drive change and upskill the Safety & Anti Discrimination team to enable employee engagement through direct relationship & coaching of the management team.
• Support Managers / Supervisor to ensure high employee engagement and delivery of world class user experience for both our community as well as internal stakeholders.
• Oversee team structure, recruitment, onboarding, training & upskilling plans.
• Create supportive connections within the whole team by utilizing effective and open communication & effectively driving changes.
• Stay ahead of overall global ops priorities & organization and make sure that Delivery operations are set up for success - constantly improving & optimizing ways of working to streamline our operations.
• Work in close collaboration with other Delivery teams - including Airbnb India teams - to ensure our organization & teams structure / ways of working provides a world class customer experience (internal & external).
• Drive relationships & coordinate requests with shared services teams around quality, training, business process improvements, etc.
• Manage internal stakeholders - including Executive ones - to drive trust in our ability to repair broken relationships with our Community.
• Be responsible and accountable for executive & senior leadership stakeholder management, adapting your communication to the audience.
• Track & understand common themes that have led to severe Safety and Anti Discrimination cases and set up appropriate forums to discuss & solve root causes with cross functional teams across Global Ops.
• Partner with cross functional Airbnb teams to champion improvements to our process, policies and product to improve the customer experience and reduce community escalations.

Requirements

• 12+ years of increasing responsibilities, with experience in business operations & customer facing ops management.
• Bachelor's Degree or equivalent required, preferably in Economics, Business Administration.
• Leadership in a Safety, Crisis or Anti Discrimination contact center preferred.
• Advanced people leadership, performance management, coaching, and mentoring experience.
• Ability to work in a high-pressure environment where you will have visibility to safety concerns that include sensitive, confidential, and potentially traumatic content.
• Experienced in complex case management with VP stakeholders and above preferred.
• Strong influencing, presentation, interpersonal and teamwork skills.
• Ability to handle multiple complex and fast moving situations arriving from both sensitive Safety issues and complex Executive Escalations.
• Highly organized with strong project management skills.
• Strong analytical skills & data driven approach to operations.
• High energy with superb attention to details, and the ability to prioritize and deliver in a fast paced environment.
• Strong communication skills & the ability to embark team through important changes & instability.
• Ability to flex working hours to respond to global business demand.

Nice-to-haves

• Global travel required 30% of the time.

Benefits

• Base pay range of $176,000—$220,000 USD.
• Bonus eligibility.
• Equity options.
• Employee Travel Credits.