Customer Experience Operations Manager for APAC

| Singapore

No global movement springs from individuals. It takes an entire team united behind something big. Together, we work hard, we laugh a lot, we brainstorm nonstop, we use hundreds of Post-Its a week, and we give the best high-fives in town.

Airbnb is looking for an Operations Manager for the Customer Experience Team in APAC.  The job is based in Singapore and candidates must have work authorization there. 

High Level Job Duties

  • Ensures smooth day-to-day operation of Airbnb APAC Customer Operations, including all Customer Operations teams.
  • Drives APAC strategy for customer service, working closely with Director of Customer Operations in San Francisco as well as the Regional Director for APAC, to integrate into broader Airbnb plans.
  • Responsible for management of APAC Guest/Host Experience (Tier One) Customer Operations teams; ensure productivity, quality and language coverage targets are met.
  • Work with the Customer Voice Team and Product/Engineering to reduce the contact rate and improve online customer experience based on analytical and subjective data collected by APAC team.
  • Communicate with Airbnb country offices in APAC (New Delhi, Singapore, Sydney) to understand customer needs by market and ensure appropriate coverage.
  • Works closely with other regional Customer Operations team to ensure consistency and to collaborate on company-wide customeroperations initiatives.
  • Maintain productive relationship with any outsourced providers and effectively source and leverage outsourced resources to manage workload and customer demand.

Requirements/Desired Experience & Skills

  • Minimum 5 years senior management experience in inbound and/or outbound customer operations within the APAC region. 
  • Experience leading customer operations teams of 50+ employees in within APAC, and deep understanding of the challenges and requirements of running excellent customer service operations in the region.
  • Understanding of Singapore employment market, opportunities and requirements.
  • Understanding of other markets within APAC is a plus. 
Qualities
  • Leadership
  • Strategic Thinking
  • Flexible/Adaptable
  • Seen as company leader - is able to work cross-functionally

Other experiences

  • Management of large budgets.
  • Experience overseeing management of facilities a plus.
  • Diverse background that may include experience with marketing and product management welcome.

Benefits

  • Stock
  • $2000 yearly employee travel coupon
  • Competitive salaries
  • Apple equipment

 


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