Trust and Safety Operations Manager for the EU

Customer Experience | Dublin

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 Trust and Safety Team in Dublin, Ireland.  The job is based in Dublin, Ireland and candidates must have work authorization there. 

High Level Job Duties

  • Ensures smooth day-to-day operation of Airbnb Trust and Safety Operations in the EU, including all TnS teams.
  • Drives EU strategy for Reactive Trust and Safety, working closely with the Head of Trust and Safety in San Francisco as well as the Head Customer Operations, to integrate into broader Airbnb plans.
  • Responsible for management of EU Trust and Safety Operations teams; ensure productivity, quality and language coverage targets are met.
  • Work with the Head of Operations Support and Product/Engineering to improve efficiency and effectiveness based on analytical and subjective data collected by EU TnS team.
  • Communicate with Airbnb country offices in the EU to understand customer needs by market and ensure appropriate coverage.
  • Works closely with other regional Customer Operations teams to ensure consistency and to collaborate on company-wide customer operations 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 EU region. 
  • Experience leading customer operations teams of 30+ employees, and deep understanding of the challenges and requirements of running excellent customer service operations in the region.
  • Understanding of Irish employment market, opportunities and requirements.
  • Understanding of other markets within the EU is a plus. 
  • Leadership
  • Strategic Thinking
  • Flexible/Adaptable
  • Seen as company leader - is able to work cross-functionally
  • Stock 
  • Breakfast, Lunch, Snacks
  • Health insurance
  • Bike to Work Program
  • Travel Pass Program
  • Life Assurance
  • Pension Plan Assistance
  • Quarterly Airbnb Travel Coupon

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