Strategy and Operations Manager - Customer Service Experience

The Community You Will Join:

The CS Platform and Experience team is responsible for designing the support journey for our users, and building the products used by our agents, and our community when they’re seeking help from Airbnb. The CS Experience team (this role), ensures that our users receive world class support, and that our support experience adapts to our ever-evolving business.

The Difference You Will Make:

Airbnb is on a mission to create a world where anyone can belong anywhere. In the role of Community Support Experience Manager, you will be responsible for building world class customer support experiences for the many new products and services that the company launches every year.

A Typical Day:

• Build relationships: Build strong relationships with your stakeholders across the company to ensure that you are informed or consulted on potential product, service or policies changes, and seen as a trusted CS business partner

• Design the support experience: Dive deep into product, service and policy changes that require thoughtful design of the support experience, and work with stakeholders to build a strong proposal to build out the experience

• Articulate business requirements: Work cross-functionally to define the business requirements needed to deliver on the experience

• Execute: Lead a cross functional working group to execute on the requirements, managing timelines, blockers and scope changes towards a successful launch

• Follow through: Work with product, operations and analytics to ensure rigorous tracking and measurements of the experience, and iterate quickly where needed to ensure we’re achieving the desired results

Your Expertise:

• Excellent communication skills: Exceptional ability to build compelling narratives to present complex data and strategies to executive-level audiences

• Comfortable working with data: Skilled at using data tools (Excel, Tableau, Superset) to pull data and insights, and a general ability to work with Analytics and Data Science teams to communicate requirements (Bonus: basic knowledge of SQL)

• Strong program management skills: Ability to lead large cross functional programs, keep teams aligned around a strategy, drive towards a timeline and stay accountable to results

• Comfort with Ambiguity: Ability to navigate challenges and make decisions even when information is incomplete

• Experience in customer support environment (preferred): Knowledge of how a customer support operation functions, or willingness to spend time on the frontline learning

• Work experience: Minimum of 12 years of progressive experience in relevant fields such as customer service, strategy, management consulting, or finance.

• Qualifications: BA/BS degree; an MBA or equivalent Masters is strongly preferred.

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list  If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging:

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.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.