Job Title: Manager, Escalations

Company: Airbnb

Location: USA

Job Type: Full Time

The community that awaits you:

No one can start a global movement alone. It takes a whole team to achieve great things. Airbnb's service delivery team is proud to be at the forefront of the sharing economy. Airbnb is leading a new global phenomenon, and that's why we're working so hard to build the world's most loyal community of travelers.

Our team supports more than 100 million travelers and 3 million hosts in more than 191 countries. We are looking for an enthusiastic and dedicated leader who knows how to motivate and inspire teams in a dynamic and state-of-the-art environment.

Your contribution:

We are looking for a dedicated and enthusiastic individual to provide exceptional customer service management of the Airbnb community as a manager. The ideal person is welcoming, analytical, and committed to the highest standards of service in mentoring and improving their team.

The Manager supports customer service services and holds an operational leadership role that requires substantial experience in customer service and team management. Managers supervise teams of customer service agents and must have the ability to guide agents and enrich their skills, demonstrating high-level customer service skills. Strong organizational skills and the ability to balance planned tasks with those that occur in real time are also required. Managers must know how to adapt and react to the different situations of our dynamic, sometimes pressured environment. They must also be flexible, proactive, efficient, have a good sense of resourcefulness, be highly professional and know how to ensure confidentiality.

In this role, you must be flexible and accepting of having to move to different teams within community support or taking on different responsibilities than those outlined below. The ideal person is open to a role that will evolve according to the needs of the business and be flexible to meet those needs.

Typical day:

The responsibilities listed below are not exhaustive. Due to the dynamic nature of this work, the responsibilities outlined below may change and additional duties may be assigned as required.

Oversee a strong operating environment for your teams and ensure high-quality community support from your team

• Manage the team's work during the resolution of complex, sensitive or urgent issues that could pose a significant risk to our brand or community, including being the highest escalation point for case reviews and high-level escalations from other stakeholders.
• Meet regularly with your direct reports to review their work and provide high-quality coaching based on behavior; Be able to create a performance development strategy or plan for your department(s).
• Provide best practice guidelines to your team on how to handle files and situations, and ensure that work methods are documented and followed.
• Ensure that the team is always staffed and that they follow onboarding and ongoing training.
• For cases involving internal stakeholders, guide officers to take appropriate action to close files and, in rare cases, assist them in managing more difficult files.
• Collaborate with the Capacity and Workforce Planning team to set a minimum headcount, ensure adequate coverage, plan for the impacts of changes, and advocate for staffing needs in relation to volume or work.

Stimuler la performance au niveau des agents, des équipes et des services

• Veiller à ce que les membres de l'équipe soient individuellement tenus responsables de leurs objectifs de rendement de manière juste et équitable en définissant des attentes claires, en assurant des suivis individuels et en encadrant positivement les membres de l'équipe pour qu'ils développent et améliorent leurs compétences de manière personnalisée.
• Gérer le rendement des agents et de l'équipe, y compris identifier les tendances en matière de rendement, fournir des mesures correctives et des commentaires généraux positifs, et rédiger des évaluations de fin d'année et des plans d'amélioration.
• Être en mesure de définir et d'articuler la vision et l'orientation pour le trimestre, et communiquer cette vision et cette orientation lors de réunions de style plénières.
• Partager des commentaires et des recommandations sur la définition des objectifs de service.
• Assurer la supervision de la performance globale du service et contribuer à la production de rapports sur les tendances et à la présentation d'une image holistique du service à la direction de la prestation.

Constituer et encourager une équipe engagée et diversifiée

• Prendre en charge et gérer de bout en bout les stratégies en matière de personnel et les opérations au sein de votre équipe d'agents pour favoriser un environnement d'équipe à haute performance et durable, y compris l'embauche, l'intégration, le développement des talents et la mobilisation, le bien-être et le moral du personnel.
• Favoriser la réussite professionnelle de l'équipe et des individus en soutenant et en stimulant votre équipe à atteindre, voire dépasser, les attentes à l'aide de la fixation d'objectifs et d'attentes clairs, de rétroactions, de rencontres individuelles et de l'accompagnement.
• Soutenir le développement professionnel au sein de l'équipe en trouvant et en créant des occasions de développement et en tirant parti des ressources de l'entreprise pour stimuler régulièrement le développement au sein de votre équipe.
• Être à jour en ce qui concerne les tâches de gestion quotidiennes, comme les approbations de congés, les réunions d'équipe et les rencontres individuelles, et la gestion des dossiers liés aux talents.
• Maintain a culture of openness, transparency, and accountability that allows your team members to give their 100% while remaining themselves.
• Demonstrate strong leadership on important issues such as diversity and belonging, allyship, ethics, compliance, and maintaining high standards of service within the company.

Support strategic initiatives within the delivery team and your department, as needed

• Lead the team toward the successful execution of changes or strategic business goals, or other strategic changes or goals within your department, by communicating updates and changes, communicating new requirements, and providing feedback.
• Provide support, as required, to internal performance improvement projects and delivery operations, in collaboration with the Delivery Excellence team and cross-functional partners.
• Demonstrate critical thinking and evaluate procedures on an ongoing basis; Gather feedback from the team to identify ways to improve performance and optimize processes at the team, department and global community level.

Your expertise:

• Over 10 years of experience in customer service or operations, with over 5 years in a direct team management role
• Exceptional leadership and team management skills to manage a team of professionals: comfortable with conflict, providing and receiving feedback, and managing employee or talent issues
• Strong communication skills to collaborate with different stakeholders and manage sensitive files, while remaining calm and acting appropriately under pressure
• Organizational and resourceful skills; Ability to multitask, with attention to detail and follow-up, even in ambiguous situations
• In-depth understanding of customer service operations and processes; ability to convey it to your team
• Strategic thinking and problem-solving skills to evaluate procedures and identify opportunities for improvement
• Ability to convey context and lead your team through change
• Exceptional coaching skills, ability to adapt your feedback and communication style to meet the needs of the person being coached or mentee
• Proficiency in various data analysis and reporting tools to track performance trends (Tableau, SQL, Excel, Google Sheets, etc.)

Your location:

Due to the nature of this position, the successful candidate will need to be based in Canada in order to perform their job. Currently, employees can be located in: British Columbia, Ontario, Quebec, Alberta or Saskatchewan. This list is continually updated, please check with us if the provinces you live in are on the list. If your position is employed by another Airbnb entity, your recruiter will inform you of the provinces in which you are eligible to work.

Our commitment to inclusion and belonging:

Airbnb is committed to working with the widest possible talent pool. We believe that diversity of ideas fosters innovation and engagement, and allows us to attract creative people and develop the best products, services and solutions. All qualified candidates are encouraged to apply.

We also strive to provide an inclusive application and interview process for people with disabilities. If you are a candidate with a disability and require reasonable accommodations to submit an application, please contact us at: raisonnableaccommodations@airbnb.com. Please include your full name, the position you are applying for, and any accommodations needed to assist you with the recruitment process.

We ask that you only contact us if you are a candidate whose disability prevents you from completing our online application.

Posted: 31/05/2025