Manager, Safety

We are seeking a dedicated and enthusiastic individual to provide exceptional customer service to the Airbnb community as a Safety Manager. The ideal candidate is welcoming, analytical, and committed to maintaining the highest standards of service through coaching and development of their team.

The Safety Manager supports one or more internal customer service teams. This is an operational leadership role that requires substantial experience in customer service and team management. The Safety Manager supervises teams of approximately 10 to 15 ambassadors and must be able to guide and develop their ambassadors, demonstrating excellent customer service skills.

Strong organizational skills and the ability to balance real-time tasks and planned work are also required. The person must also demonstrate adaptability and reactivity in our dynamic environment, sometimes under pressure, while remaining flexible, proactive, and efficient, and demonstrating a high level of professionalism and confidentiality.

Customer-focused approach – defend the Airbnb experience to ensure that customers receive premium high-quality support.

A typical day:

• Ensure a solid operational environment for your teams and guarantee high-quality support to the community from your team
• Manage the execution by your team of complex, sensitive, and/or urgent cases that pose a significant risk to our brand or community, including acting as the highest escalation point for case consultations and high-level escalations from other stakeholders
• Regularly meet with your direct reports to review their work and provide high-quality coaching focused on behaviors; you must be able to develop a strategy and performance development plan for your or your teams
• Be comfortable with direct and frank feedback, without avoiding difficult conversations about performance
• Provide your team with guidelines on best practices for managing cases and situations, and ensure that ways of working are documented and respected
• Ensure that your team is always adequately staffed and that personnel complete integration and ongoing training
• Observe your team – listen and regularly examine the work of ambassadors directly to remain close to quality and coach effectively
• For cases involving internal stakeholders, guide ambassadors to take appropriate measures until the case is closed, and in rare cases, support the detailed treatment of cases
• Collaborate with capacity planning and workforce management to establish the minimum staffing level, ensure adequate coverage, plan for unexpected changes, and advocate for personnel needs based on workload
• Stimulate performance at the ambassador, team, and service levels
• Ensure that team members are held accountable for performance objectives in a fair and equitable manner by setting clear expectations, conducting individual follow-ups, and offering positive coaching to help team members develop and improve their skills in a personalized manner
• Manage the performance of ambassadors and the team, including identifying performance trends, formulating corrective measures, and providing general positive feedback, and writing end-of-year evaluations and improvement plans
• Be able to establish and express the vision and priorities of the quarter; concretize this vision through plenary meetings
• Share suggestions and recommendations regarding service targets
• Monitor the overall performance of the service and contribute to trend reports by providing an overview of the service to the Director of Service
• Build and cultivate an engaged and diverse team
• Take charge of and manage the people-related strategy and operations within your team of ambassadors to foster a performing and sustainable team environment. This includes recruitment, integration, talent development, engagement, employee well-being, and morale
• Support the professional success of the team and individuals by supporting and challenging your team to achieve and exceed expectations through clear objectives, feedback, individual meetings, and coaching
• Support the professional development of the team by finding and creating opportunities for development and leveraging company-wide resources to regularly stimulate development within your team
• Perform daily management tasks such as approving time off, holding team and individual meetings, and managing talent-related issues
• Maintain a culture of openness, transparency, and accountability that allows our teams to give their best while remaining themselves
• Demonstrate strong leadership on key issues, including diversity and belonging, alliances, ethics, compliance, and maintaining high service standards for the company
• Support strategic initiatives within the service and your team, as needed
• Lead the team towards success in executing changes or strategic objectives of the company within your service by transmitting updates and changes, communicating new requirements, and providing feedback
• Support, as needed, performance improvement and operational excellence projects, in collaboration with the Service Excellence team and interfunctional partners
• Think critically and continuously evaluate our procedures. Collect team feedback to identify opportunities to improve performance and optimize processes for the team, service, and global community

Your expertise:

• 8 years or more of progressive experience in a customer service or operations role, including 5 years or more of experience in management, coaching, and developing large customer-facing teams in a fast-paced environment