Job Description:
• Coach, motivate, and manage a team of Hotel Specialists and Team Specialists
• Own and manage end-to-end people strategy and operations, including onboarding, talent development, and engagement
• Hold regular coaching and development one-on-ones
• Translate Airbnb's mission into clear team goals and foster engagement and belonging
• Manage scheduling, time-off approvals, team meetings, and basic HR matters
• Manage individual performance and ensure policy compliance and delivery against quality, efficiency, and performance targets
• Set expectations, provide tailored coaching, deliver feedback, and recognize strong performance
• Identify opportunities to improve Hotels CX performance, policies, and procedures
• Lead the team toward company and strategic goals under the Operations Manager's direction
• Prioritize work based on seasonality and the needs of guests, hotel partners, and the business
• Collaborate with Supervisors, partner management site leads, and Hotels CX stakeholders
• Handle occasional escalated customer issues
• Own projects involving process changes and service improvements through implementation
• Contribute to service enhancements and the broader Hotels CX roadmap
Requirements:
• Bachelor's Degree or equivalent preferred
• At least 5 years of customer service experience
• At least 2 years of experience leading, coaching, or developing others
• Previous experience supporting a remote team is a plus
• Ability to remain objective when managing people issues
• Excellent time management skills, attention to detail, and record keeping
• Passion for mentorship and development
• Solid, direct written and verbal communication skills
• Strong analytical skills and ability to solve operational and people management problems
• Empowered decision making with awareness of financial implications
• Ability to work well in an open, collaborative team environment
• Proven capability of responding readily and flexibly to change
• Some travel required
• Must be based in an eligible U.S. state
Benefits:
• Bonus eligibility
• Equity eligibility
• Benefits
• Employee Travel Credits
• Remote work arrangement
• Reasonable accommodations throughout the recruitment process