Senior Operations Specialist, Hosting

Description

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home and has since grown to over 4 million Hosts who have welcomed more than 1 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:

ACC Hosting Team supports most of the business operations required to ensure our community and business is growing efficiently. We work directly with our global partners to build and sustain solutions. We also support product teams and their operations with driving process improvements. Hosting team also serves as a subject matter expert in collaboration with cross-functional business partners when scaled operations expertise is required.

The Difference You Will Make:

• You will play a critical role in ensuring that our operations run smoothly and that our hosts and guests have a seamless and enjoyable experience.
• Your work includes understanding of ProHost Business in Airbnb and catering to various projects related to supply and quality.
• Success in your role will depend on how efficiently you manage your day-to-day operations consistently meeting or exceeding performance metrics such as productivity accuracy etc
• Have empathy to establish approachability in order to care about support and also challenge the team to meet and exceed expectations.

A Typical Day:

• A typical day starts with a team meeting to meet and greet each other and understand whats in it for the day while reflecting on the previous day.
• Overall a typical day is fast-paced challenging and rewarding. You will be responsible for managing multiple tasks and priorities collaborating within team and cross-functional teams to drive continuous improvement.

Specific day-to-day responsibilities may include:

• May work on routine lead scraping workflow and also resolve complex cases or guides others in the team utilizing judgment in the best business interest
• Review qualify and vet supply leads from various resources to help provide global teams with filtered leads to bolster supply.
• May act as a SPOC for specific supply type helping others qualify appropriate lead types
• Provides informal training and support to team members likely to act as an informal resource for team members with less experience
• Completes work with a limited degree of supervision and Routinely gets tasked with moderately difficult assignments like Ad Hocs etc.
• Work closely with Market Managers to derive insights into specific supply in targeted markets and geos.
• Conducts shadow sessions from time to time with other team members on a requirement basis as discussed with the supervisor to determine work patterns/AHT etc.
• Impacts the teams results through the quality and effectiveness of own work and coordination with others eg. taking a lead on Empower projects doing additional research etc.
• Something unique about this role - you will get to work on various ad-hocs frequently and that will help build your learning curve and the agility enables you to wear your thinking hat and improvise.

Your Expertise:

• Bachelors Degree or equivalent with minimum 3-4 years experience
• Strong fluent verbal and written English communication skills
• Advanced Google Suite familiarity - Sheets Chrome
• Analytic skills ability to prepare project summary docs data analysis
• Strong attention to detail required for review work
• Ability to consistently meet expectations with regards to productivity for repetitive tasks
• Comfort with process change and ambiguity; flexible
• Travel requirements (not applicable as of now)
• Advanced understanding of Salesforce Tool including reporting on Salesforce

Our Commitment To Inclusion & Belonging:

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

• Workspace: A dedicated quiet and private workspace free from interruptions and external noise
• Internet Connectivity: During the working hours maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks including calls and virtual meetings
• Professionalism:Employees must remain fully engaged respectful and maintain a professional presence during virtual meetings with video participation required unless otherwise approved.
• Confidentiality & Security:Employees are responsible for protecting Airbnbs Intellectual Property and Confidential Information. Work-related activities including calls and meetings must not be conducted in public places while traveling or in any setting that may compromise confidentiality or work quality.

Required Experience:

Senior IC