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
Oversee a strong operational environment for your teams and ensure high: quality support for the community from your team
Manage the team execution of complex, sensitive, and/or urgent issues that: might pose a significant risk to our brand or community, including acting as the highest escalation point for case consults and high level escalations from other stakeholders
Meet with your direct reports regularly to review their work and provide high: quality, behavior-based coaching; must be able to create a performance development strategy/plan for your service(s).
Provide best practices guidelines to your team on how to handle cases and: situations, and ensure that ways of working are documented and followed.
Ensure that the team is consistently staffed appropriately and that staff: complete onboarding and ongoing trainings.
Drive performance at the ambassador, team, and service level
What they're looking for
- Ensure individual team members are held accountable to performance goals in a: fair and equitable manner by setting clear expectations, following-up individually, and coaching team members positively to develop and improve their skills in a tailored way
- Manage both ambassador and team performance, including identifying trends in: performance, providing corrective actions and positive overall feedback, and writing year end reviews and improvement plans
- Share input and recommendations about service target setting.
- Work collaboratively with regional Talent teams for the execution of all: personal improvement plans and terminations as required.
