Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Difference You Will Make We are looking for an outcomes driven, collaborative, and effective performance manager who knows how to build and drive virtual teams of Outsourced Customer Service partners, Airbnb service designers, and shared services service-domain experts. The Partner Regional Operations Manager (Partner ROM) uses innovative and scalable performance management processes to own the service delivery performance metrics that our partners produce in a specific region or market, serving two or fewer CS services. The Partner ROM will deliver on KPI management and continuous improvement, region or specific market level performance storytelling, product and process insights discovery, and most importantly, will collaborate with their Partner Relationship Manager colleagues and shared services virtual teams to maintain a robust, well documented, and effective performance review and improvement program with the CS partners in their market or region. A Typical Day Act as Airbnb’s single point of contact for all other matters related to the Partner performance results, including representing the Global English network along with the Senior Delivery Manager to different functions within Airbnb. Conduct business reviews, drive performance, document trends and actions, and be accountable for the service delivery performance metrics produced by the CS partners. Leverage a virtual team of Partner Relationship Managers, Quality Leads, Training Leads, and others to support partner’s performance results in servicing specific services. Develop and incubate relationships with partners’ Operations Managers and Directors, managing and driving their performance through influence, communication skills, and co-solving problems and action plans. Work collaboratively with other Regional Operations Managers in achieving and exceeding the desired global performance results of specific service tiers, as designed by our Tier Service Managers, and which are tailored for the Airbnb Businesses that CS supports. Work collaboratively with your Senior Manager to input into a robust and accessible suite of business review processes and performance storytelling processes that result in globally consistent outcome documentation. Capture the regularly generated feedback and insights generated by the partners in pursuit of exceeding service specific goals, feeding that information to internal stakeholders. Evaluate new Airbnb processes or program changes for their potential impact to partner performance, and assist in mitigating those risks. As needed, collaborate with and understand the needs of your local market and provide support to market managers and local business operations. Participate in projects outside of the scope of your department, as assigned by your manager. Your Expertise 5+ years of progressively responsible leadership experience in Customer Service operations (BPO preferred, 8+ years captive accepted) At least 12+ years of total working experience Master’s or Bachelor's degree in a relevant field of study A proven track record of managing performance across a matrixed organization Deep functional knowledge in the tiers of service that will be managed, and how they interact Experience driving B2B relationships and leading outside teams to exceed goals Effective and creative, performance and results-driven storyteller with strong analytical skills and the ability to clarify and prioritize using data Excellent communication skills, verbal and written Able to travel in Europe, APAC and India when required; expected travel will be around 30% of the time Works well in ambiguity and embraces the adventure! 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. How We'll Take Care Of You Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits. Pay Range $140,000—$175,000 USD Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Customer Service Industries Software Development Referrals increase your chances of interviewing at Airbnb by 2x District Manager - South/Southeast Ireland Dublin, County Dublin, Ireland 1 week ago Dublin, County Dublin, Ireland 1 week ago Dublin, County Dublin, Ireland 1 week ago Dublin, County Dublin, Ireland 3 weeks ago Dublin, County Dublin, Ireland 3 weeks ago Dublin, County Dublin, Ireland 2 weeks ago Dublin, County Dublin, Ireland 3 days ago We’re unlocking community knowledge in a new way. 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Premium Hospitality & Resolution Senior Specialist – Remote (Bilingual French/English) Join to apply for the Premium Hospitality & Resolution Senior Specialist – Remote (Bilingual French/English) role at Airbnb Premium Hospitality & Resolution Senior Specialist – Remote (Bilingual French/English) 3 days ago Be among the first 25 applicants Join to apply for the Premium Hospitality & Resolution Senior Specialist – Remote (Bilingual French/English) role at Airbnb Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. This role must be based in Ireland however relocations will be considered The Difference You Will Make We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a Senior Specialist, Premium Support. The ideal candidate is flexible, hospitable, analytical, and committed to delivering the highest standards of service in English and in French, spoken and written. This is a full time position based in Dublin, Ireland. The Senior Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a Senior Specialist, Premium Support, you will be primarily responsible for providing end-to-end support to key members of our community experiencing an issue with their reservation, including but not limited to the Luxury segment. You will take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way. A Senior Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They will be expected to work in strong autonomy, being able to assess a case & constantly looking for the right solution for both Host, Users and internal stakeholders. As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs. A Typical Day Complex case management: Provide the highest level of service to our community in each and every case, including handling the service’s most severe and urgent cases Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools Take end-to-end ownership of all assigned cases: ensuring a complete final resolution is reached based on workflows, management guidelines & your own assessment of the case situation Become a subject matter expert in Airbnb policies and procedures Explains and simplify complex information, provide appropriate context, and address complex questions with confidence Ability to negotiate & mediate between Host & Guest in resolving the issues at hand on high-stake & high-value reservations Proactively anticipate users expectations regarding case resolution and work towards the best outcome for all parties involved, thinking outside the box & constantly looking for compromises Manage highly sensitive cases end to end that might include working cross functionally with Legal, Policy, other services, etc. Operate in full autonomy, making the decisions to follow or go outside of workflows to resolve our customers issues with the best outcome possible from both our community & business expectations Combining efficiency with bespoke quality: Set the gold standard for performance for the service, providing consistently personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention Acts consistently impeccably in handling of customer-facing casework, personalizing communications and demonstrating the highest hospitality standards Drive cases to conclusion with a sense of urgency and without error, using strong judgment to make exceptions in ambiguous situations Participating in your team’s improvement: Leverage your functional operational knowledge to proactively lead the team to succeed Provide insights about community experience and continuous improvement opportunities to your Management Supports the simplification of complex processes and ways of working within the team Supports Management on initiatives as assigned, such as to drive performance improvements, supporting management on consultations, acting as an SME, etc. Supports onboarding of new employees Be a positive force in the team and help management drive & land changes with the least frictions possible Willing to take on various tasks and responsibilities as needed (including moving teams) and showing openness to new challenges and a proactive approach to work Stakeholder engagement: You build and maintain strategic partnerships to achieve team or functional goals Demonstrates a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues relying on management when in doubt Write clearly and concisely, translating complex ideas to multiple audiences, and knowing which stakeholder needs to be consulted about what Build & nurture relationships outside of your team You are on-call to handle emergency situations in the evenings & weekends Inspire a culture where quality is a core principle. Your Expertise Your background & experience 5+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred. Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly. Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs Your skills & expertise World class interpersonal and communication skills, both written and spoken, including conflict resolution. Active listening skills Empathy and patience in dealing with customers, especially in high-pressure situations Excellent organizational skills, including prioritization, multitasking, attention to detail, and meeting goals and commitments Passion for delivering exceptional customer service and setting a high bar Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively Ability to adapt to new tasks and responsibilities as needed. Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments. Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team. Experience engaging with executive-level stakeholders, and demonstrated ability to explain complex ideas simply and clearly Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders, including Executives Advanced computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools Language proficiency in English and French, spoken and written, is required. Your Location: Due to the nature of this position, the successful applicant will need to be based in Ireland to be able to conduct their work. We are open to candidates relocating from other countries. 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. Seniority level Seniority level Not Applicable Employment type Employment type Full-time Job function Job function Management and Manufacturing Industries Software Development Referrals increase your chances of interviewing at Airbnb by 2x Get notified about new Hospitality Specialist jobs in Ireland . Dublin, County Dublin, Ireland €35,000.00-€35,000.00 7 hours ago Remote Head of Sales & Business Development for New Markets (m/f/d) Remote Head of Sales & Business Development for New Markets (m/f/d) We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr
Join to apply for the Senior Privacy Counsel role at Airbnb Join to apply for the Senior Privacy Counsel role at Airbnb Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. Airbnb’s Legal Department is a global team that will require working with diverse international colleagues around the world. The successful candidate will be someone who is adaptable, collaborative and embodies Airbnb’s Core Values. Candidates will be required to approach complex legal issues with a balance for local and global perspectives, while being adaptable to cultural differences and nuances. A genuine and demonstrated interest in Airbnb and a commitment to ethics, integrity and fostering a workplace that emphasizes diversity and belonging is a must. Airbnb’s Legal Department is a global team that will require working with diverse international colleagues around the world. The successful candidate will be someone who is adaptable, collaborative and embodies Airbnb’s Core Values. Candidates will be required to approach complex legal issues with a balance for local and global perspectives, while being adaptable to cultural differences and nuances. A genuine and demonstrated interest in Airbnb and a commitment to ethics, integrity and fostering a workplace that emphasizes diversity and belonging is a must. The Community You Will Join Airbnb’s Legal team embodies the company’s innovative, forward-thinking spirit. At the frontier of the new sharing economy, Airbnb is breaking new ground in matters of policy, law, and government relations. Where some see obstacles, we see the opportunity to find creative, practical solutions, right at the cutting edge. Our adventurous, fast-moving legal team is committed to building a team of talented, collaborative and self-motivated legal professionals across the globe who believe in Airbnb’s mission and leading as a 21st century company. The Difference You Will Make Airbnb is seeking a strategic and pragmatic Senior Privacy Counsel to work on our EMEA Privacy Regulatory Team. You will have strong experience in GDPR, its interplay with global privacy laws, and working as part of a team managing data regulatory engagements. You will play a critical role within our global privacy team, and work across multiple global teams and regions providing advice on and managing privacy regulatory matters and providing support and advice to Airbnb’s business & privacy operations teams. You must have the ability to devise, communicate and execute pragmatic and well thought through regulatory engagement strategies. You must have excellent judgment in balancing legal risks with business strategy and a proven ability to learn new areas of law and function independently in a demanding fast-paced environment. We’re looking for a highly adaptable and collaborative person who can handle ambiguity and rapidly shifting priorities with flexibility, patience, and poise. A Typical Day Advise on a wide range of regulatory matters primarily with our lead regulator, the Irish DPC, but also with the ICO and other EU and EMEA data regulators including the CNIL, the Garante & the AEPD. Provide leadership and support across user privacy complaints escalated to the legal team, and received from data regulators through pragmatic and thoughtful engagement with users and/or regulators. Support in developing strategic approaches for proactive and reactive regulatory engagements Prepare senior leaders for, and assist in, meetings with regulators Responsibility, in consultation with your manager, for the coordination, identification, analysis of privacy regulatory issues critically impacting the business arising from your caseload Interpretation and analysis of existing and prospective legislation to identify and assess the impact on Airbnb and determine relevant action to be taken Collaborate with our Chief Privacy Officer’s team of privacy operation specialists to drive forward areas of remediation identified through regulatory work Monitor, respond to and proactively engage with industry associations, law makers and regulators on developments in data protection and information security in the EEA, the UK and MEA Provide business focused and pragmatic day to day advice on the implementation and compliance with global privacy laws to a wide range of business and product teams and our Chief Privacy Officer’s team Deliver clear practical advice that enables business partners to achieve objectives while mitigating legal risk and keeping our community’s privacy rights and interests at the forefront. Build and manage relationships effectively to establish yourself as a trusted partner of key stakeholders Clearly communicate to specialists and non-specialists on risk and potential mitigations, taking into account regulatory and other factors Your Expertise Minimum 8 year PQE qualified lawyer in at least one EU jurisdiction, or the UK. IAPP/other privacy certification preferable Fluency in English is essential. Additional languages an advantage Significant privacy regulatory and/or privacy law experience in-house (ideally in a multinational/tech multinational), at a law firm, or in a Data Protection Authority Demonstrated expertise in GDPR regulatory engagements, both proactive and reactive, ideally within a global context Experience engaging with the Irish DPC and/or the ICO a significant advantage A highly-developed sense of urgency in time sensitive and high-stakes matters Outstanding analytical, oral, and writing skills, including the ability to distill complex legal issues efficiently and effectively for a business and/or regulatory audience Demonstrated record of providing pragmatic and creative advice which appropriately balances legal risk, business priorities, and user trust in respect for their privacy rights Capacity to advocate for a position while maintaining respectful, collaborative and open-minded approach Ability to work both collaboratively and autonomously while prioritizing competing tasks in a fast-paced, challenging environment Passion for travel, home sharing and the Airbnb community Good sense of humor, disdain for drama, and desire to get things done Your location Based in Dublin or London you will report to our Lead Privacy Counsel in London. Candidates based in Berlin or Paris with a proven track record of navigating and advising on the privacy regulatory landscape in Ireland and the UK will also be considered. 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. Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Legal Industries Software Development Referrals increase your chances of interviewing at Airbnb by 2x Sign in to set job alerts for “Privacy Lawyer” roles. We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Community You Will Join The Chief Business Officer organization plays a pivotal role in driving the company’s growth and expansion efforts worldwide. Our teammates work on commercializing Airbnb’s new and existing businesses, helping Airbnb expand beyond its core offering as a place to stay. This includes recruiting and developing Airbnb’s global supply of high-quality stays, Experiences, and services, and executing Airbnb’s global in market strategy. With this focus on business strategy, quality supply and international expansion, the team is leading the way for Airbnb’s continued growth and facilitation of millions more host and guest connections. The Difference You Will Make As a Market Manager, you will be responsible for the growth of a book of business in your assigned territory, GR and key countries in SEE, by managing professional host accounts and supply acquisition of high quality inventory. You will build Airbnb’s strong market presence in your assigned region in collaborating with other teams as the local in-market expert. As someone who knows the Airbnb mission and values inside out, you will drive all phases of supply acquisition and market success from acquisition strategy development to strategic host relationship management. You will also be tasked with developing and refining scalable, localized supply management strategies for established, competitive markets and less penetrated markets, aiming to secure our long-term success and growth in these regions. This role is based in London, Milan or Dublin. A Typical Day Build and manage professional host account relationships within the GR & SEE territory Directly manage accounts to meet and exceed quarterly/annual sales goals Analyze data and utilize data-driven recommendations to identify and action on strategic opportunities in your region to drive increase in sales Prospect and onboard new, high quality supply in your assigned geography Maintain a baseline understanding of the technical integration of various software partners so that you can provide the right support to your clients Represent Airbnb in external meetings with Professional Hosts Educate clients on all significant product changes and cascade feedback on product and policy to the relevant internal stakeholders Hold regular optimization calls and business reviews with your clients. Develop strong and long lasting partnerships Develop deep knowledge of your assigned geographic markets and become the go-to source for all information relating to local trends and market dynamics for internal and external partners Respond to and deliver exceptional service to your professional hosts in a timely and efficient manner, occasionally traveling to your market to provide in-person support and guidance Work cross-functionally with public policy, legal, communication and customer support teams to ensure our long-term market success. Engage an entrepreneurial mindset to autonomously design, develop and execute bespoke engagement initiatives for the assigned territory. Support host community programs in your region, contributing to the growth and engagement of Airbnb's community. Your Expertise 5+ years experience in account management, partner support and/or sales. 2+ years experience in hospitality/travel industry is a plus Fluency in Greek and English is required Must be willing to regularly travel to your aligned market territory. Typical expectation would be once every 1-2 times per quarter. Proven track record of being able to effectively work a leads pipeline and/or a book of business Proficient in using CRM software, specifically in working with leads, opportunities and other core objects - Salesforce and Mixmax experience is a plus Excellent communication and presentation skills and ability to communicate effectively with clients via phone, email, and in-person Proficient quantitative skills and proven ability to interpret and apply data throughout your day-to-day work Strong time management and prioritization skills Ability to work at both strategic and tactical levels, with a proven track record to execute in ambiguous environments Ability to work within tight deadlines, adjust to changes in priorities, and balance short-term needs with long-term strategic initiatives; Passion for Airbnb, travel, and the sharing economy - being an Airbnb host is a plus Proven experience working cross-functionally Charismatic self-starter who is resourceful and self-sufficient The role is based from our London, Milan or Dublin office (Hybrid) 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. #J-18808-Ljbffr
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Community You Will Join: Airbnb CS team are on an exciting journey to support our growing community of Guests and Host across the globe. Our mission is to support our 100 million lifetime guests and over 3 million listings by ensuring that the right channel is available at the right time to enable our guests and hosts to have a seamless omni - channel experience. The Difference You will Make: This role within the Channel Performance and Optimisation team will play a part in supporting the strategic direction of the team. It will also support a number of key deliverables for the team and on behalf of the overall business whilst supporting all tactical changes being made to our routing rules and queue / skills configuration. The ideal candidate will be analytical, highly organised, and an excellent communicator and will have experience working as a Genesys administrator or contact routing administrator and have a full understanding of routing configuration and routing rules. They will have a good understanding of customer experience and customer experience technologies across all channels, Phone, IVR, Chat, Email and Social and how technology is utilised to deliver effective customer journeys. They will bring thought leadership and utilise data to define the path forward across all channels ensuring a smooth and seamless experience for all guests and hosts A Typical Day: Collaborate with technical teams to drive optimisation of the routing rules and flows to ensure optimum customer experience and business efficiency Collaborate with technical teams and product managers to drive requirements & strategy for customer contact channels Maintain industry knowledge of current & evolving technologies for channel routing and optimisation Define and drive routing prioritisation including hours of coverage, overflows and service level protection Work closely and collaboratively with CS operations and engineering teams to ensure reliable operations and SLAs are met or exceeded Establish and support the ongoing process for real time updates to channel routing including updates to routing messages and announcements to cover all emergency situations and coordinate delivery through our real time teams Queue management maintenance and updates Support project teams in creating new routing flows, routing rules and agent permissions Supports movement of worktypes between inhouse and partner operations by delivering changes to routing and routing rules Actively support tactical changes during backlog situations with overflow routing, concurrency settings and conditional group routing ring timeouts Work with the team and stakeholders across CS, Product and Engineering to ensure we are optimising our contact routing Support and consult on development of channel performance dashboards and alarms Execution of roadmaps and plans for contact channels to support the business and collaboration with other areas of the business for prioritisation within the overall roadmap Your Expertise: Strong technical CS experience in large scale operations 3+ years experience in similar role supporting channel routing, rules and configuration Experience as a Genesys administrator is a plus. Bachelor's degree ideally in a business discipline Exceptional collaboration, partnership and influencing skills with the ability to work in a global environment across multiple locations and time zones Demonstrated interpersonal skills to interface well with operations and business partners at all levels Outstanding written and verbal communication ability to a diverse stakeholder audience, including a global team of C-level executives, product, and technical stakeholders Strong customer engagement and relationship management skills Comfortable in an ambiguous matrixed organisation Strategic platform and system thinker who can balance big picture strategy with detailed, flawless execution Creativity and ability to work independently with limited guidance with proven ability to create structures and develop operational concepts High tolerance for ambiguity and ability to perform under pressure to meet deadlines Self-motivated and driven, used to being in a fast-paced environment Analytical - ability to tell a story with data and metrics, well developed problem solving and analytical skills , strong attention to detail 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. #J-18808-Ljbffr
