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Crisis Management Team Lead
Airbnb
Portland, OR, United States
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Crisis Management Team Lead
No global movement springs from individuals. It takes an entire team united behind something big. On the Trust and Safety team at Airbnb, we’re proud to be at the forefront of the sharing economy. We recognize that we are the leaders of a new, worldwide phenomenon, and it’s why we’ve worked so hard to build the trust at its foundation.
With over 100 million lifetime guests and now 3 million listings in over 191 countries, trust is what makes it work. Together, we work hard, we laugh a lot, and we’re fiercely committed to creating a world where you can belong anywhere. Our global crisis management teams are responsible for empathetic and effective resolution of personal safety incidents on the Airbnb platform - keeping our guests and hosts safe when it matters most. We are looking for an enthusiastic, dedicated leader who knows how motivate and inspire a team in a cutting-edge and fast-paced risk management environment.
Our global crisis management teams are responsible for empathetic and effective resolution of personal safety incidents on the Airbnb platform. The Personal Safety Functional Lead is responsible for managing the performance and quality of their team; monitoring team performance as measured by functionally-set service delivery targets and other applicable key performance indicators; and the mentoring, coaching, and professional development of specialists on their team.
Responsibilities:
Manage the day-to-day operations of your team through driving key performance indicators on a team and individual level (productivity, quality, operational health) whilst maintaining a superior level of team support and wellness. This includes:
• Volume/SLA management
• Supporting your team in the handling urgent escalated cases in the area of personal safety (e.g. domestic violence, sexual assault, suicide, surveillance devices)
• May also include project management (incl. developing project management abilities within your team) and data analysis
• Foster employee happiness by being a human leader, creating team connections, communicating direction and goals, and providing regular performance feedback that fosters positive employee career growth.
• Develop and refine a working knowledge of all workflows, and train and coach your team to ensure that these are followed to a high standard of quality and performance
• Think critically and constantly evaluate policies and procedures; find ways to increase efficiency and customer satisfaction
• Understand top user issues and other quality or customer insight data, and support your team in making data-supported recommendations to improve our product, policies, and procedures.
• Serve as Point of Contact for urgent or other sensitive cases within your region, spending time each week working on tickets and other escalated issues to refine subject matter expertise.
• Drive your team to meet and exceed metrics expectations; understand how leverage the team to improve outcomes and take action to meet goals.
• Understand how to balance and prioritize the above based on seasonality and the needs of customers, team and Airbnb.
• Lead and/or participate in projects outside of the scope of your department, as assigned by your manager.
Required Experience:
• Minimum 2-4 years leadership experience leading, inspiring and motivating multicultural teams to meet operational goals and targets (Productivity, Quality, Operational Health)
• Desired fields: Psychology, Social Work, Public Policy, Criminal Justice, Mediation or related
• Experience working with some or all of the following: Policy, Legal, PR, Law Enforcement, and Vendor Management
• Understanding of evidence based best practice when it comes to personal safety
• Experience managing complex escalated cases with elevated media or legal risk
• Strong metrics based decision-making skills when it comes to operational performance management in house or at vendor sites
• Operational project management
• Ability to work and problem-solve independently, collaboratively, or through delegation..
• Strong networking abilities and communication skills.
• Possess excellent verbal and written communication skills
• Ability to understand and execute policy and procedures
• Passionate about business process improvement.
• Excellent written and verbal communication skills;
• Maintaining high levels of confidentiality while performing investigations
• Language proficiency in English
• Works well in ambiguity and embraces the adventure!
Desired, but not Required:
◦ Data analytics (e.g. proficiency in SQL / Tableau, Excel, Medallia, Zendesk)
◦ Case management software or comparable applications
◦ Scheduling Software
◦ Proficiency in 1 additional language
◦ Knowledge COPC Standards
Location:
• Portland, Oregon
Benefits:
• Equity
• Breakfast, Lunch, Snacks
• Health insurance
• Bike to Work Program
• Travel Pass Program
• Life Assurance
• Pension Plan Assistance
• Quarterly Airbnb Travel Coupon ($2000 per year)
• Dog friendly offices
Does this sound like you? Click the APPLY button now and send us your CV and cover letter.