Escalations, Supervisor

The Community You Will Join:

No global movement springs from individuals. It takes an entire team united behind something big. On the Escalations 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 work hard, we laugh a lot, and we’re committed to creating a world where anyone can belong anywhere. We are looking for an enthusiastic, dedicated leader who knows how to motivate and inspire a team in a cutting-edge and fast-paced risk management environment. The Supervisor, Escalations is responsible for managing the performance and quality of their team, coaching, and professionally developing the specialists on their team, as well as ensuring a superb service both for our users and out internal stakeholders, including the executive team at Airbnb.

A Typical Day: 

Building and Nurturing Engaged Teams

• Own and manage end-to-end people strategy and operations within the 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. 
• Support your team in handling urgent, escalated cases from our senior stakeholders prioritizing end-to-end resolution, collaborating with other specialized services whenever necessary.
• 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 Talent-related issues (pay/benefits/Talent policy enforcement, etc.).

Performance Accountability

• Manage both team and individual performance and resources to ensure compliance with our internal escalations protocols and KPIs.
• Ensure individual team members are held accountable to their performance goals 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 tailored way.
• Think critically and constantly evaluate policies and procedures. Work with the team to identify opportunities to improve performance and better optimize processes for the team, region, and global community via continuous improvement.

Operational Execution

• Lead the team towards the execution of the company and strategic goals following the guidance of the Operations Manager, and collaborate with the OM to develop 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 or community. Work with your regional leadership to influence stakeholders to mitigate risks. 
• Serve as Point of Contact for urgent or other sensitive cases within your region, spending time each week working on escalated issues to refine subject matter expertise and to provide the best possible community experience to our customers.
• Work closely with fellow global and regional Supervisors in addition to maintaining a strong connection to your cross-functional partners.
• Effectively prioritize the team’s work based on seasonality and the needs of the customers and the business.
• Lead and/or participate in projects outside of the scope of your department, as assigned by your manager.
• Attend large loss case reviews as required.

Your Expertise:

• At least 2-4 years of experience leading, inspiring and motivating teams handling sensitive cases or cases involving senior stakeholders and C-Suite level executives
• Understanding of risk management on its different manifestations, including brand risk
• Bachelor’s Degree or equivalent
• Strong metrics-based performance management & coaching skills
• Ability to handle pressure gracefully and to deal with competing priorities
• Project management experience
• Ability to work and solve problems independently, collaboratively, or through delegation
• Excellent communication, both written and spoken, negotiation,  and conflict resolution skills
• Ability to understand and evaluate policies and procedures
• Experience working with internal stakeholders and third party providers to resolve complex disputes in a detailed, effective and timely manner

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.