Cs Delivery Manager Job at Airbnb

Job Description

We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service management to the Airbnb community as a Delivery Manager. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service through coaching and upleveling their team.

Job Responsibility

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
Act 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
Create a performance development strategy/plan for your service(s)
Provide best practices guidelines to your team on how to handle cases and situations
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
Guide ambassadors to take proper action to case closure
Support with in-the-weeds case handling
Collaborate with Capacity Planning & WFP on setting minimum headcount, ensuring adequate coverage, contingency planning impacts of changes, and advocating for staffing needs vs. volume/work
Drive performance at the ambassador, team, and service level
Ensure individual team members are held accountable to performance goals
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
Ability to set and articulate the vision and focus for the quarter
deliver that vision and focus through all hands-type meetings
Share input and recommendations about service target setting
Provide oversight on the overall service performance and contribute to reporting on trends and providing a holistic picture of the service to the Delivery Director
Build and nurture an engaged and diverse team
Own and manage end-to-end people strategy and operations within your ambassador team to foster a high performing and sustainable team environment
Enable team and individual professional success through supporting and challenging your team to meet and exceed expectations with clear goals/expectations, feedback, one-on-ones, and coaching
Support team in professional development within team by finding and creating development opportunities and leveraging company-wide resources to regularly drive development within your team
Keep up with day-to-day management duties such as time off approvals, team and one-on-one meetings, and managing Talent-related issues
Maintain a culture of openness, transparency and accountability
Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance and maintaining high standards of service to the company
Support strategic initiatives within Delivery and your service as needed
Lead the team toward the successful execution of company or other strategic changes or goals within your service by cascading updates and changes, communicating new requirements, and providing feedback
Support, as needed, internal Delivery performance & operations improvement projects, in collaboration with the Delivery Excellence team and cross-functional partners
Think critically and constantly evaluate our procedures
Collect feedback from the team to identify opportunities to improve performance and better optimize processes for the team, service, and global community

Requirements

8+ years of progressive experience in a customer service or an operations role
5 years in a role directly managing staff & the employee lifecycle
Proficiency in English and Korea languages
Demonstrable experience in driving improved performance of teams as a line manager
Experience in the deployment of resources to manage real-time crisis situations, including managing high severity/sensitivity cases and decision-making authority for losses
Experience in data analysis and reporting to identify performance trends
Experience developing and implementing performance management standards
Experience translating big picture goals and strategy into implementable and concrete actions for your teams
Ability to work weekend days, holidays, and on-call required

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Cs Delivery Manager

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