Customer Operations • Lead

Who you are

You are a resilient leader with a proven track record in managing teams through urgent and complex situations. Your experience in high-stakes environments has equipped you with the ability to make accurate and timely decisions, even when faced with incomplete information. You excel in stakeholder management and have a strategic mindset that allows you to navigate sensitive escalations effectively. Your leadership style fosters a high-performing team culture, enabling your team to operate at an executive-facing level. You thrive under pressure and are adept at juggling multiple high-impact cases concurrently, ensuring that both your team and senior stakeholders are well-informed and supported.

What you'll do

In this role, you will guide the Service Recovery team, acting as the operational leader in the absence of the Operations Manager. You will be responsible for steering your team through complex escalations, ensuring that all cases are handled with the utmost care and professionalism. Your strategic oversight will help maintain trust in Airbnb's platform, as you work closely with various stakeholders to resolve issues effectively. You will also focus on building and developing your team, providing them with the necessary tools and support to excel in their roles. Your leadership will be crucial in creating a culture of accountability and excellence within the Service Recovery team.

What we offer

Airbnb offers a competitive salary range of $100,000—$115,000 USD, along with potential bonuses, equity, and benefits. You will be part of a mission-driven company that values diversity and inclusion, providing you with opportunities to grow and make a meaningful impact in the community. Join us in creating a world where anyone can belong anywhere, and help us support our hosts and guests during critical moments.