Customer Experience Operations Manager airbnb
THIS JOB HAS EXPIRED We are looking for an experienced and motivational leader to support and mentor leaders of Customer Experience (CX) teams. The Operations Manager will work directly with the Head of Customer Experience for North America to set goals, policies and best practices for the their team, responsible for handling Host/Guest issues. They will ensure new directives are properly communicated and executed by working with their direct reports, CX Leads. The successful candidate is someone who thrives in a fast-paced environment and has a passion for Airbnb and our community.
Manage and utilize metrics to drive positive change in areas such as Service Level Agreements, Productivity, Customer Satisfaction, Quality, NPS and Contact Rate.
Work with direct reports to find learnings from real life situations to set and improve metric-based goals; consistently drive teams towards higher performance and quality expectations.
Monitor costs and losses incurred by managing team?s contribution to the greater Customer Experience budget.
Ensure employee happiness by working with Leads to create strong connections with the whole team and utilize effective communication to help translate the Mission of Airbnb into meaningful and clear goals.
Keep a regular and open line of communication with Leads to support and influence as needed.
Maintain ultimate responsibility for team structure, recruiting, onboarding and training by working with CX leadership, direct reports and other business partners.
Strategy & Planning
Translate company goals into clear and comprehensive directives for team. Support direct reports as they implement new directives.
Use learnings from team members to identify opportunities and advocate for product improvements that support the team?s strategy and the needs of the customer.
Keep an active look out for risks, potential gains and issues to anticipate advancements and opportunities to advance the team?s goals.
Lead and/or participate in CX-specific and/or company wide projects that may be assigned by leadership or identified and advocated for by the OM.
Seasonal or Special projects based on the needs of the team or the customer.
Skills, Competencies and Must-haves:
Develop Leaders: Teach direct reports to become ?Ultimate Hosts? as leaders for their own direct reports and model similar behavior as leaders of Leads.
Inspiring Teams: Champion Airbnb?s Mission to help teams understand how their work contributes to end goals. Work with direct reports to create team cohesion and fulfillment.
Strategic Thinking and Analytical Skills: Ability to look at each problem or data set from many different angles to find innovative and simple solutions.
Entrepreneurial Spirit: Ability to take what is available and build a fort with it; it?s not a problem, it?s a challenge.
Simplify: Able to see through complexity to find best path forward.
Communication/Interpersonal Skills: Embrace the adventure with Peers, Partners, and teams and use superior communication skills to cultivate professional relationships with Key Partners. Use innovative channels of communication to keep teams up-to-date with day-to-day changes in expectations and goals that are relevant to their roles.
Medical, Dental and Vision Insurance
$2000 yearly employee travel coupon
And much more!
||Portland, OR |
THIS JOB HAS EXPIRED