Premium Support Delivery Manager

Responsibilities

• Oversee operational environments and ensure high-quality support for the community
• Manage execution of complex, sensitive, and urgent issues and act as a high-level escalation point
• Provide behavior-based coaching and create performance development strategies for direct reports
• Drive performance at the ambassador, team, and service levels through clear expectations and accountability
• Own end-to-end people strategy including hiring, onboarding, talent development, and engagement
• Support strategic initiatives and lead teams through company changes or goal executions
• Evaluate procedures and identify opportunities to optimize processes

Requirements

• 8+ years of progressive experience in customer service or operations
• 5 years of experience directly managing staff and the employee lifecycle
• Proven experience driving improved team performance as a line manager
• Experience managing real-time crisis situations and high-severity cases
• Experience in data analysis and reporting to identify performance trends
• Ability to work weekends, holidays, and on-call as required
• Fluency in English and Japanese
• Proficiency in data tools such as Tableau, SQL, Excel, or Google Sheets

About the Company

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe.