Customer Operations • Lead

Who you are

You are a resilient leader with experience in managing teams through urgent and complex escalations. You thrive under pressure and possess exceptional stakeholder management skills, allowing you to navigate high-stakes situations effectively. Your calm and grounded leadership style brings steadiness to your team, ensuring they can operate efficiently even in fast-moving environments. You have a strategic mindset and are capable of making sound judgments in ambiguous contexts, balancing risk mitigation with customer experience. Experience in hiring and managing globally dispersed employees is a plus, as you understand the nuances of leading diverse teams.

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 oversee multiple high-impact cases concurrently, ensuring that decisions are accurate, timely, and defensible. Your leadership will be crucial in maintaining trust in Airbnb's platform, as you support hosts and guests during critical moments. You will be responsible for developing a high-performing team of escalation specialists, fostering an environment where they can excel at an executive-facing level. Your ability to juggle various responsibilities while providing steady direction will be key to the team's success.

What we offer

Airbnb offers a mission-driven work environment where you can make a significant impact on the community. You will have the opportunity to work with a diverse team and contribute to a culture that values collaboration and innovation. The role provides a chance to develop your leadership skills further and engage with stakeholders at all levels of the organization. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.