The opportunity
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…
What you'll do
Build and nurture an engaged, diverse team of seven to eight Team Specialists across Canada and EMEA.
Coach and uplevel Team Specialists, supporting and challenging them to meet and exceed expectations.
Mentor Team Specialists into larger project management initiatives. Create: development paths and stretch assignments that take them from owning small work streams to leading cross-functional projects.
Identify and implement workflow improvements, maintain and improve: Slack-based processes, and bring insights back to leadership
Oversee scheduling, including maintaining NICE and related spreadsheets and managing the scheduling inbox
Set and track targets for the quality, volume and turnaround of consult: output, making sure the team provides the right types of consults.
What they're looking for
- Lead the team’s subject matter expertise (SME) work as the frontline for: Premium Support, overseeing consults and refresher sessions.
- Build a systematic, capacity-based approach to work intake and distribution: in place of informal volunteering, and balance workloads fairly across the team.
- Run the team’s operations and administration work in partnership with: Workforce Planning, including scheduling, NICE and related spreadsheets, and the scheduling inbox.
- Identify and implement workflow improvements, and maintain and improve Slack-based processes.
