Manager, Safety Support

Airbnb is a global hospitality company that connects hosts and guests. They are seeking a Manager, Safety Support to provide exceptional customer service management, oversee a team of ambassadors, and ensure high-quality support for the community.

Responsibilities:

• Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community, including acting 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; must be able to create a performance development strategy/plan for your service(s). Comfort with direct, candid feedback and not shying away from difficult performance discussions
• Provide best practices guidelines to your team on how to handle cases and situations, and ensure that ways of working are documented and followed
• Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing training
• Shadowing your people — regularly listening to/reviewing ambassador work firsthand to stay close to quality and coach effectively
• For cases that involve internal stakeholders, guide ambassadors to take proper action to case closure and in rare cases, 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
• Ensure individual team members are held accountable to performance goals 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 tailored way
• 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
• Own and manage end-to-end people strategy and operations within your ambassador team to foster a high performing and sustainable team environment. This includes hiring, driving onboarding, talent development, and people engagement/wellness/morale
• 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 the 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 allowing our teams to deliver their best work while being themselves
• Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance and maintaining high standards of service to the company
• 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