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Senior Product Manager
Airbnb
San Francisco, CA, United States
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Senior Product Manager, Content & Collaboration Tools
Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique travel experiences around the world. Whether an apartment for a night, a castle for a week, or a villa for a month, Airbnb allows people to Belong Anywhere through unique travel experiences at any price point, in more than 34,000 cities and over 190 countries. We promote a culture of curiosity, humanity, and creativity through our product, brand, and, most importantly, our people.
Role:
The Senior Product Manager will be responsible for the Employee’s experience for accessing internal business information and support. This manager will assist in designing a framework and execution plan to create the best personalized information and support experience for all employees and will place continued focus on process improvement and innovation while assessing policies, processes and procedures. This role will be responsible for strategic development of continuous service improvement programs, knowledge programs, the customer/employee experience, and service definition with metrics.
Responsibilities:
• Work with internal customers and teams across business lines to identify Customer Experience servicing gaps and present solutions for implementation
• Define practices to identify customer needs, motivations, expectations, creating a corporate roadmap for overall success that is measurable
• Set the tone for the customer experience delivery
• Generate and develop service solutions based on the identified problems and in-depth insights based on an available tools, data and service design process
• Partner with cross-functional stakeholders to expand knowledge offerings
• Develop and manage a service stability scorecard and provide Subject matter expertise on metrics governance.
• Accountable for the quality of service metric reporting by the team and other service owners and sharing metrics with other IT and business managers to improve these metrics.
• Responsible for data retrieval, analysis and the generation of future service delivery metric reports to support industry service quality
• Provide monthly or quarterly insights to senior it managers and advise on key opportunities for continuous improvement and health
• Develop/Maintain a Service strategy to accelerate shift to Service Led Organization.
• Engage with cross-functional teams to prioritize and integrate process development and maturation, ensuring that Services are utilized at the appropriate level and road mapped to attain the next level of Service Maturity.
• Lead, facilitate and educate service owners and teams on continuous improvement opportunities.
• Develop self-service and request fulfillment strategy and user experience leveraging LATITUDE, our self-help platform
• Responsible for Service Measurement & Continuous Improvement including: Driving down TCO, Enhancing performance to SLAs, Reducing Risk, Increasing Leverage and supporting overall user experience
• Develop a unified IT experience and brand with our IT support organization, AirSupport
• Develop and maintain our organization’s service catalog, offerings, support content, workflow and optimized business processes
Qualifications:
• Bachelor's degree
• 8+ years in IT-related support roles
• 5+ years knowledge management role
• Knowledge Centered Service Certification
• Scrum Master Certification
• Exposure to ITIL v3 Best Practices
Benefits:
• Stock
• Competitive salaries
• Quarterly employee travel coupon
• Paid time off
• Medical, dental, & vision insurance
• Life insurance and disability benefits
• Fitness Discounts
• 401K
• Flexible Spending Accounts
• Apple equipment
• Commuter Subsidies
• Community Involvement (4 hours per month to give back to the community)
• Company sponsored tech talks and happy hours
• Much more...