Head of Customer Experience, North America

Customer Experience | Portland

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.

We are looking for an inspiring and world-class leader to lead Customer Experience (CX) in North America. The Head of CX in North America is responsible for delivering great experiences for our Hosts and Guests through customer service teams.  This position in based in Portland.

Responsibilities:

  • Ensures exceptional day-to-day operation of North America Customer Experience (CX) teams, and ensures effective use of training, quality assurance, systems and scheduling resources.
  • Drives customer service strategy for North America and South America, working closely with Director of Customer Experience in San Francisco to integrate into broader Airbnb plans.
  • Ensure Net Promoter Score (NPS) and productivity targets are met by CX teams in North America.
  • Works closely with EU and APAC Customer Experience leaders and teams to ensure consistency and to collaborate on company-wide Customer Experience initiatives.
  • Work with the CX Customer Voice Team and with Product/Engineering to reduce the contact rate and improve online customer experience based on analytical data, and based on subjective data collected by the North America CX teams.
  • Communicate with other internal teams (Marketing, Legal, Government Relations, etc.) to understand customer needs and ensure exceptional service is provided.
  • Maintain productive relationship with outsource provider in North America and effectively leverage outsource resources to manage workload and customer demand.

Requirements/Desired Experience & Skills:

  • Minimum 10 years senior management experience in inbound customer operations.
  • Experience leading customer operations teams of 100+ employees.

Qualities:

  • Leadership
  • Strategic Thinking
  • Flexible/Adaptable
  • Seen as company leader - is able to work cross-functionally

Other experiences:

  • Management of large budgets
  • Diverse background that may include experience with marketing and product management welcome, but must be functional expert in customer service operations

Apply Now
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