Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique accommodation around the world — online or from a mobile phone or tablet. Whether a flat for a night, a castle for a week, or a villa for a month, Airbnb connects people to unique travel experiences, at any price point, in more than 81,000 cities and 191 countries.

We are looking for an exceptional senior leader to lead our Global Community Support team. This leader will be responsible for managing a team of experienced senior leaders globally and providing overall strategic direction on our operations globally. This role will own the development and execution of our global customer operations strategy as it relates to our front line teams. He/she will report to the VP of Community Support and will be a critical team member of the cross functional Community Support leadership team that includes Product, Operations, PMO, Partners, Analytics and Operational Change Management, and Shared Services. The role will be responsible for the internal teams’ service delivery globally, leading and empowering the regional directors to execute against it.

The successful candidate will be someone who thrives in a fast-paced environment and has a passion for Airbnb and our community.

Responsibilities

Leadership

• Lead global CS Operations Leadership team; 4 direct reports, 3 regions and Airseva.
• Set a strategic vision for operations globally
• Act as a critical team member of a large cross functional organization
• Align global execution with product and service strategy
• Develop our leadership capability across the Community Support Organization acting as a role model of amazing leadership.
• Handle any serious escalations in the local timezone, looping in colleagues in NA or APAC.

Metrics Accountability

• Responsible for global performance on service tiers within regional remit. Example metrics are Productivity, Quality, NPS, Escalation Rate, SLAs, Backlog Aging.
• Working with regional leaders, identify performance outliers and ensure rigorous alignment to baseline or better.
• Monitor costs and losses across the Global operations teams.

Employee Happiness/wellness

• Partner with Talent to create a global strategy focused on our employee engagement scores
• Ensure employee happiness within the CS organization by creating strong connections with the whole team and utilizing effective communication to help translate the mission of Airbnb into meaningful and clear goals.
• Manage and support the Regional Directors to design and influence employee experience programs as needed.
• Maintain ultimate responsibility for team structure, recruiting, onboarding and training by working with CS leadership, direct reports and other business partners in Employee Experience.

Strategy & Planning:

• Align the goals of CS operations to the high level OKR’s and KPI’s of Community Support.
• Stay ahead of the growth and business direction and ensure that global operations are set up for success.
• Keep an active look out for risks, potential gains and issues to anticipate advancements and opportunities to advance the team’s goals.
• As part of CS leadership team, align operational execution with needs of tiers and ensure that staffing, quality and delivery are all meeting expectations.
• Align delivery with global head of partner management to ensure seamless staffing and delivery across internal and partner teams.

Product Improvements

• Support regional closed loop initiatives through partnership with the core team.
• Ensure any regional needs are highlighted through RD teams.

Special Projects

• Lead and/or participate in Operations-specific and/or company wide projects that may be assigned by leadership.
• Manage seasonal or special projects based on the needs of the team or the customer.

Skills, Competencies and Must-haves:

• Inspiring Teams- Champion Airbnb’s mission to help teams understand how their work contributes to end goals. Work with direct reports to create team cohesion and fulfillment.
• Operational expertise--understand operations and how to drive performance through strong leadership focused on employee engagement as well as KPI delivery.
• Strategic Thinking and Analytical Skills- Ability to look at each problem or data set from many different angles to find innovative and simple solutions.
• Entrepreneurial Spirit- Ability to take what is available and build a fort with it; it’s not a problem, it’s a challenge.
• Financial Prowess- Be a cereal entrepreneur and ensure that we are using our resources to the best result possible. Show skills in managing budgets and handling forecasts.
• Simplify- Able to see through complexity to find best path forward.

Communication/Interpersonal Skills

• Embrace the adventure with Peers, Partners, and teams and use superior communication skills to cultivate professional relationships with key partners.
• Use innovative channels of communication to keep teams up-to-date with day-to-day changes in expectations and goals that are relevant to their roles.
• Be a team player focused on what is right for our community, and Airbnb.

Desired Experience

• Minimum 10 years senior management experience in an operations role.
• Preferred, 15 of experience in operations, supply chain, and/or customer management
• Experience leading customer-facing operations teams of 250+ employees.
• Track record of results and strong leadership
• Experience working in a global operation or international experience.