Trust Service Delivery Manager

The Community You Will Join: 

Airbnb is seeking a Trust Service Delivery Manager to support the Trust Service Delivery function. This is an individual contributor full time position based in US remote. The role will ensure smooth operations by driving planning synergies and operationalizing  various tasks to enable the Trust Platform Integrity Operations - Service  Delivery team to be ready for all the pilots, projects while focusing on core work.

This role needs a high level of expertise in managing operational teams from a unified global perspective while leaving the people management aspects to Trust investigation managers who are direct managers of Trust Investigators. The role requires a deep understanding of Operational Performance Management at scale,  project management skills, cross-functional collaborations, presences with senior stakeholders inside and outside of Trust Operations and a deep understanding of Trust Operations.

The Difference You Will Make:

Own & drive initiatives that passed the Trust Ops Intake process and involved Platform Integrity Operations, inclusive of internal teams such as regional teams and ACC, Partner Management and Trust Delivery Excellence. 

A Typical Day:

Participate in the upstream discussion & implementation of the initiatives in the roadmap.

• Coordinate and lead key meetings to drive the implementation & success of operational outputs. 

• Plan allocation of internal resources - in conjunction and consultations with the Work Force Planning team are regional leads. 

• Be a driver in implementing a strong and efficient performance management culture within our delivery team and partner sites. Lead Internal Team’s monthly agent performance reviews, PIO QBR and Trust Ops WBR (for PIO portion) in partnership with Trust Investigation Managers and Trust Delivery Excellence team. 

• Lead operations improvement initiatives across the PIO org. These could be initiatives initiated by the Platform Integrity Operations Team or the initiatives in the broader Trust Ops roadmaps that require expertise from Trust Ops Service Delivery. In some areas, the initiatives may require partnering with Partner Management teams alongside other Trust Ops teams.  

Coordinate key strategic initiatives within Trust as a representation of our front-line Trust Investigator & partner management teams

• Coordinate key strategic initiatives across the PIO team by representing PIO’s voices with cross functional teams.  

• Act as key delivery POC for other teams within Trust 

• Act as an expert within PIO service delivery to ensure all expertise of our organization are taken into consideration when tackling global initiatives and projects

Design & Execute in collaboration with Trust Ops leadership the evolution of our internal & partner management team through standardization, upskilling & cross-skilling 

• Create performance management playbooks, enable improvement of training programs for internal teams, Drive playbook and implementations of  on-boarding plans end to end.

• Drive communication cadences within internal organizations to ensure company wide and Trust team visions are well translated to trust investigators. Enable everyone in the team to see the connections of their work to Trust Ops priorities via clear and consistent communications and two-way dialogues engagement with leaders. . 

• Manage necessary renewal of contracts and approval for CW budgets in partnership with the Biz Ops team. 

• Help establishing career frameworks for our teams in close collaboration with Talent

Your Expertise:

• A minimum of 10 years of progressive experience in a customer service or an operations role

• Experience translating big picture goals and strategy into implementable and concrete actions for your teams

• Bachelor's degree or equivalent work experience; Master’s degree is a plus

• Experience acting as a hiring manager and onboarding/developing talent

• Ability to work weekend days and on-call required

• Exceptional leadership and team management skills 

• Incredibly organized and resourceful; able to juggle and multi-task, with an attention to detail and follow through even in ambiguous situations

• Data driven approach

• In-depth understanding of customer service operations 

• Constantly looking for ways to optimize and improve the status quo & how we work 

• Excellent communication skills for collaborating with stakeholders and ensuring transparency within the team.

• Ability to drive strategic initiatives within the organization 

• Strong work ethic, proactive, exhibits positivity, professionalism, confidentiality and good judgment

• Comfort with conflict, giving and receiving feedback, and handling employee/Talent issues

• Cultural competency and a strong commitment to fostering diversity and inclusion within the globally distributed team.

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list  If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.