Operational Manager, Customer Success

Become a vital part of Airbnb's commitment to customer success as an Operational Manager in Canada. Oversee ambassador performance while ensuring superb customer service delivery in a remote work setting.

This role requires a minimum of 8 years in customer service, including 5 years in managerial positions. You will be responsible for coaching a team of approximately 10-15 ambassadors, managing sensitive cases, and developing effective performance strategies. Bring your analytical mindset and leadership skills to drive team performance and operational success.

Key Responsibilities:

• Lead your team in handling urgent customer service issues

• Conduct performance reviews and coaching sessions

• Ensure compliance with best practice guidelines

• Manage staffing and training programs for onboarding

• Provide insights on overall service performance metrics

Requirements:

• Minimum 8 years in customer service or operational roles

• At least 5 years management experience

• Ability to navigate crisis situations and make decisions

• Strong analytical skills for monitoring trends

• Excellent fluency in English both written and verbal

Foster an outstanding service culture at Airbnb while leading a motivated and capable team towards achieving shared goals.
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