Senior Manager, Speciality Services (Canada)

airbnb, Inc.; Canada; Remote; CAD 80,000 - 150,000; Full time

Job summary

An established industry player is seeking a Senior Manager for Speciality Services to lead customer-facing teams in Canada. This pivotal role involves driving performance, managing sensitive cases, and fostering relationships with stakeholders. You will enhance team engagement and streamline operations while collaborating with global teams to provide exceptional customer experiences. If you thrive in a fast-paced environment and possess strong leadership and analytical skills, this is an exciting opportunity to make a significant impact in a dynamic organization.

Qualifications

• 12+ years in business operations & customer-facing management.
• Leadership experience in Safety or Crisis contact centers preferred.

Responsibilities

• Manage day-to-day operations of Safety and drive high performance.
• Support Managers to ensure high employee engagement and user experience.

Skills

People Leadership

Performance Management

Coaching

Analytical Skills

Change Management

Project Management

Interpersonal Skills

Education

Bachelor's Degree in Economics or Business Administration

Job description

Senior Manager, Speciality Services (Canada)

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:

No global movement springs from individuals. It takes an entire team united behind something big. On the Delivery team at Airbnb, we’re proud to be at the forefront of the sharing economy. We recognize that we are the leaders of a new, worldwide phenomenon, and that’s why we’re working so hard to build the world’s most loyal travel community.

Together, our team provides support to more than 100 million lifetime guests and 3 million listings in over 191 countries. We are looking for an enthusiastic, dedicated leader who knows how to motivate and inspire teams in a cutting-edge and fast-paced environment.

The Difference You Will Make:

As a Senior Manager, Speciality Services, you will be responsible for driving the performance of customer-facing teams working on sensitive & complex cases from our Safety services. You will be expected to manage & maintain impactful & trusting relationships with senior leaders and stakeholders while constantly seeking opportunities to streamline & optimize our operations.

A Typical Day:

Upskill the teams to deliver world-class service to our community:

• Manage the day-to-day operations of Safety, driving high performance from the teams and establishing effective performance management & coaching structures in collaboration with Delivery Leaders & Quality teams.
• Define, monitor, report, and improve efficiency & quality metrics based on performance scorecards.
• Adapt and preempt changes to our performance management structure based on business priorities.

Drive change and upskill the Safety team to enable employee engagement through direct relationships & coaching of the management team:

• Support Managers / Supervisors to ensure high employee engagement and delivery of a world-class user experience for both our community and internal stakeholders.
• Oversee team structure, recruitment, onboarding, training & upskilling plans.
• Create a supportive environment within the team through effective communication and driving positive change.

Fully accountable for setting up & streamlining delivery operations:

• Ensure operations are aligned with global priorities and organizations, continuously improving ways of working to streamline processes.
• Collaborate with other Delivery teams, including Airbnb India, to provide a world-class customer experience.
• Manage relationships and coordinate requests with shared services teams around quality, training, and process improvements.

Manage internal stakeholders, including executive leadership, to foster trust and repair relationships within the community:

• Handle stakeholder management with adaptability, ensuring effective communication tailored to the audience.
• Deeply understand operations, workflows, policies, and systems to assess cases and make informed decisions.

Work on long-term improvements to case handling and reduce the volume and severity of complex cases:

• Identify common themes leading to severe safety cases and collaborate with cross-functional teams to address root causes.
• Partner with Airbnb teams to improve processes, policies, and products to enhance customer experience and reduce escalations.

Your Expertise:

• 12+ years of experience with increasing responsibilities in business operations & customer-facing operations management.
• Bachelor's Degree or equivalent, preferably in Economics or Business Administration.
• Leadership experience in Safety or Crisis contact centers preferred.
• Strong skills in people leadership, performance management, coaching, and mentoring.
• Ability to work under high pressure with sensitive and confidential content.
• Experience in complex case management with VP stakeholders and above preferred.
• Excellent influencing, presentation, interpersonal, and teamwork skills.
• Ability to handle multiple complex situations in a fast-paced environment.
• Highly organized with strong project management skills.
• Data-driven approach with strong analytical skills.
• High energy, attention to detail, and prioritization skills.
• Excellent communication skills and change management ability.
• Flexibility to work hours as needed for global demands; willingness to travel approximately 30% of the time.

Your Location:
This position is based in Canada - Remote Eligible. You may work remotely within provinces where Airbnb Canada, Inc. is registered, currently including Ontario, British Columbia, Quebec, and Saskatchewan. The list may evolve; please confirm with your recruiter.

Our Commitment To Inclusion & Belonging:

Airbnb values diversity and is committed to inclusive hiring. We encourage all qualified individuals to apply, including those requiring accommodations during the application process. For accommodations, contact [e-mail] with your details. Only candidates with disabilities who need assistance should reach out.