Supervisor, Executive Escalations

Our Executive Escalations team leverages CS expertise across functions holistically providing exceptional service and reducing brand risk by handling the most critical contacts. We aim to drive efficiency by broadening service integration through closed loop feedback in collaboration with key stakeholders across Airbnb.

The Supervisor, Executive Escalations manages a team of CS Experts in the region to support operations and brand protection. The Escalations team assess risk on urgent situations, get them handled by the correct teams, and effectively close those that require their expertise. They navigate the organization to effectively close the loop on common customer and agent pain points.

You must be a master of adaptability and agility, navigating ambiguities and changes to progress the business.

• Welcoming ambiguity: You can effectively articulate the need for change and encourage optimism in those around you. You're able to perform at a high level, even during times of uncertainty. You trust your instincts and your ability to learn from past experiences, and you can confidently move forward even when you don't have all of the details.
• Taking Initiative: You understand the importance of working hard, and you're willing to invest your energy into new challenges. If you see an opportunity to contribute or make things better, you take it—you don't wait around to be asked. You're comfortable acting with minimal planning, direction, and supervision. You can identify issues both within and outside of your immediate scope, and propose solutions.
• Building & nurturing engaged teams: you understand that engaged people make great teams, and you know how to drive engagement. You're a skilled motivator. You're team-oriented and unselfish. You put others ahead of yourself and prioritize what will be best for the whole team.
• Delegating: You comfortably share responsibility while taking ultimate accountability for results. You accurately assess how much direction and support is needed. You clearly communicate assignments, expectations, timelines, and ownership. You recognize the crucial role delegation plays in both effective time management and in the development of others. You trust people to perform, and avoid micromanagement.
• Managing vision & purpose: You can articulate a compelling, inclusive vision for the future that anticipates trends and possibilities. You're a determined optimist whose optimism is contagious. You get others excited about your outlook and invested in its success. You recruit enthusiastic support. You acknowledge the importance and impact of your team's work, and you can clearly communicate the ways it contributes to Airbnb’s mission. You recognize what drives your audience and can steer them toward a common goal.

• Own and manage end-to-end people strategy and operations within their team. This includes driving onboarding, talent development and people engagement.
• Ensure employee happiness by working with the team to create strong connections and utilize effective communication to help translate the Mission of Airbnb into meaningful and clear goals.
• Lead with empathy to establish approachability in order to care about, support, and challenge the team to meet and exceed expectations..
• Enable professional and personal growth through supporting and challenging your team with feedback, one on ones, enabling opportunities, expectation setting, and other growth tools at your disposal.
• Keep up with day-to-day management duties such as scheduling, shift approvals, team and one on one meetings, and managing basic HR-related issues (pay/benefits/HR policy enforcement, etc).

• Manage internal team individual performance and resources to ensure risk mitigation for the brand.
• Ensure individual team members are held accountable to their performance KPIs 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 customized way as needed.
• Think critically and constantly evaluate policies and procedures. Work with the team, Shared Services and other Functions to identify opportunities to improve CS services performance and drive an optimized process for the team, region, and global community.

• Lead the team towards the execution of the company and strategic goals following the Operational Manager directions and collaborate with the Operation Manager to build recommendations for service improvements and regional prioritization.
• Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand and e-staff concerns. Work with your regional leadership to influence stakeholders and Service Managers to mitigate risks.
• Develop a team of CS and Brand risk experts able to collaborate directly with E-Staff members, Functional Stakeholders and Shared Services to provide detailed investigations and recommendations on sensitive and complex cases.
• Work closely with your fellow global and regional team leads along with maintaining a strong connection to the partner management site leads supporting your external teams.
• Able to balance and prioritize the above based on seasonality and the needs of customers, team and Airbnb. Lead and/or participate in projects outside of the scope of your department, as assigned by your manager.

• At least 3 years of experience leading as a supervisor, inspiring and motivating teams to meet operational goals and targets
• Passionate about Community Support, understands the importance to the mission of the company.
• Clear, concise communicator who can build collaborative and positive relationships. Able to compose business memos when proposing changes or solutions.
• Strong Analytical skills; Able to tell a story with data and metrics. MySQL, Superset, knowledge a plus
• Flexibility and adaptability, able to work well in an ambiguous environment.
• Experience with process improvements and root cause analysis
• Strong negotiation and communication skills
• Senior Stakeholders management expertise
• Experience managing individual contributors, coaching on time management efficiency, projects management basics, delivery consistent results, effort vs impact optimisation.

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.