Supervisor, Executive Escalations

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 that make it possible for guests to connect with communities in a more authentic way.

The Community you will Join:

Our Executive Escalations team leverages CS expertise across functions holistically providing exceptional service and reducing brand risk by handling the most critical contacts. We aim to drive efficiency by broadening service integration through closed loop feedback in collaboration with key stakeholders across Airbnb.

The Supervisor Executive Escalations manages a team of CS Experts in the region to support operations and brand protection. The Escalations team assess risk on urgent situations get them handled by the correct teams and effectively close those that require their expertise. They navigate the organization to effectively close the loop on common customer and agent pain points.

You must be a master of adaptability and agility navigating ambiguities and changes to progress the business.

The Difference You Will Make:

• Welcoming ambiguity: You can effectively articulate the need for change and encourage optimism in those around you. Youre able to perform at a high level even during times of uncertainty. You trust your instincts and your ability to learn from past experiences and you can confidently move forward even when you dont have all of the details.
• Taking Initiative: You understand the importance of working hard and youre willing to invest your energy into new challenges. If you see an opportunity to contribute or make things better you take ityou dont wait around to be asked. Youre comfortable acting with minimal planning direction and supervision. You can identify issues both within and outside of your immediate scope and propose solutions.
• Building & nurturing engaged teams: you understand that engaged people make great teams and you know how to drive engagement. Youre a skilled motivator. Youre team-oriented and unselfish. You put others ahead of yourself and prioritize what will be best for the whole team.
• Delegating: You comfortably share responsibility while taking ultimate accountability for results. You accurately assess how much direction and support is needed. You clearly communicate assignments expectations timelines and ownership. You recognize the crucial role delegation plays in both effective time management and in the development of others. You trust people to perform and avoid micromanagement.
• Managing vision & purpose: You can articulate a compelling inclusive vision for the future that anticipates trends and possibilities. Youre a determined optimist whose optimism is contagious. You get others excited about your outlook and invested in its success. You recruit enthusiastic support. You acknowledge the importance and impact of your teams work and you can clearly communicate the ways it contributes to Airbnbs mission. You recognize what drives your audience and can steer them toward a common goal.

A Typical Day:

Builds and Nurtures Team Engagement and Well Being:

• Own and manage end-to-end people strategy and operations within their team. This includes driving onboarding talent development and people engagement.
• Ensure employee happiness by working with the team to create strong connections and utilize effective communication to help translate the Mission of Airbnb into meaningful and clear goals.
• Lead with empathy to establish approachability in order to care about support and challenge the team to meet and exceed expectations..
• Enable professional and personal growth through supporting and challenging your team with feedback one on ones enabling opportunities expectation setting and other growth tools at your disposal.
• Keep up with day-to-day management duties such as scheduling shift approvals team and one on one meetings and managing basic HR-related issues (pay/benefits/HR policy enforcement etc).

Performance Accountability:

• Manage internal team individual performance and resources to ensure risk mitigation for the brand.
• Ensure individual team members are held accountable to their performance KPIs 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 customized way as needed.
• Think critically and constantly evaluate policies and procedures. Work with the team Shared Services and other Functions to identify opportunities to improve CS services performance and drive an optimized process for the team region and global community.

Operational Execution:

• Lead the team towards the execution of the company and strategic goals following the Operational Manager directions and collaborate with the Operation Manager to build recommendations for service improvements and regional prioritization.
• Manage the team execution of complex sensitive and/or urgent issues that might pose a significant risk to our brand and e-staff concerns. Work with your regional leadership to influence stakeholders and Service Managers to mitigate risks.
• Develop a team of CS and Brand risk experts able to collaborate directly with E-Staff members Functional Stakeholders and Shared Services to provide detailed investigations and recommendations on sensitive and complex cases.
• Work closely with your fellow global and regional team leads along with maintaining a strong connection to the partner management site leads supporting your external teams.
• Able to balance and prioritize the above based on seasonality and the needs of customers team and Airbnb. Lead and/or participate in projects outside of the scope of your department as assigned by your manager.

Your Expertise:

• At least 3 years of experience leading as a supervisor inspiring and motivating teams to meet operational goals and targets
• Passionate about Community Support understands the importance to the mission of the company.
• Clear concise communicator who can build collaborative and positive relationships. Able to compose business memos when proposing changes or solutions.
• Strong Analytical skills; Able to tell a story with data and metrics. MySQL Superset knowledge a plus
• Flexibility and adaptability able to work well in an ambiguous environment.
• Experience with process improvements and root cause analysis
• Strong negotiation and communication skills
• Senior Stakeholders management expertise
• Experience managing individual contributors coaching on time management efficiency projects management basics delivery consistent results effort vs impact optimisation.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas fosterinnovation and engagement and allow us to attract creatively-led people and to develop the bestproducts services and solutions. All qualified individuals are encouraged to apply.