Customer Service Training Manager airbnb
THIS JOB HAS EXPIRED No global movement springs from individuals. It takes an entire team united behind something big. Together, we work hard, we laugh a lot, we brainstorm nonstop, we use hundreds of Post-Its a week, and we give the best high-fives in town.
We are looking for an enthusiastic, passionate and smart Training Manager who is strategic, thoughtful, flexible and a great leader. The Training Manager is responsible for leading the team that onboards all new Customer Service (CS) team members (Aircorps) as well as creates on-going learning and development opportunities for the team. The successful candidate is someone who thrives in a fast-paced environment and has a passion for Airbnb and our community.
Lead the strategic direction of the Training and Culture team, which is responsible for ensuring engaging, educational and fun onboarding and professional development for all Aircorps in the US, EU and at our outsource partners.
Work closely with CS leadership team to forecast training needs and deploy training resources as needed.
Build relationships with cross functional / non-CS teams within Airbnb to educate them about CS and ensure training opportunities that connect Product and other teams to the customer
Build and maintain consistent CS culture across all locations and identify culture-based projects, including team meetup strategy; Manage budget and supervise execution via the the CS Coordinator.
Ensure training team keeps content relevant, up to date, effective and efficient.
Leverage training surveys to analyze and provide recommendations for improvements.
Proactively identify training needs and adapt to changes related to fast growth
Educate CS leadership team to ensure they remain connected to Aircorps and the customer
Train, develop and coach six Trainers and a CS Coordinator
5+ years Training and/or Customer Service management experience required
Strong understanding of instructional design and training strategy
Experience managing a team; strong leadership and people development skills
Communication and interpersonal skills; ability to work effectively across departments and levels
Lead by example. Willing to roll up your sleeves and do the job you are training others to do
Flexible and adaptable
Willing to travel as needed (up to 25% time)
$2000 yearly employee travel coupon
Paid time off
Medical, dental, & vision insurance
Life Insurance and Disability Benefits
Flexible Spending Accounts
Daily breakfast, lunch & dinner
Weekly happy hour
||San Francisco, CA |
THIS JOB HAS EXPIRED