Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Community You Will Join: 

The Frontline Insights and Execution (FIX) team’s mission at Airbnb is to represent the voice of our Airbnb community by uncovering insights that drive an outstanding customer experience through product, process, and policy improvements.

The Difference You Will Make:

We are looking for an enthusiastic, passionate, thoughtful, smart and data-driven leader to support and drive our Product Specialist program, contributing to the success of this program globally. You are someone who thrives in a fast-paced environment, has a deep understanding of how our product works and has a passion for Airbnb and improving the experience of our community and frontline agents. You have deep empathy for the end user and understand how to communicate downstream, upstream, and to lots of horizontal partners.

As part of the Frontline Insights & Execution team (FIX) within Community Support (CS), the work you do is crucial to delivering insights to Product teams. You help ensure that the flow of bug information is robust and high quality, and also that insights from partner agents around the world inform Product. To do that effectively you will be fully immersed in FIX, CS and Partner Management Operations.

A Typical Day: 

• Manage and scale the partner product specialist program program in-line with business requirements and budget.
• Drive a high quality bug reporting funnel and triage process for both user facing and internal tools bugs, delivering consistent communications back to CS.
• Drive program performance, ensuring optimal scheduling, coverage and task prioritization to successfully achieve all targets and SLAs.
• Track and measure program related performance data and provide regular updates to key stakeholders covering, SLAs, performance to targets, plus highlights and challenges.
• Develop strong working relationships and collaborative partnerships with internal teams such as Product, Quality, Training, Knowledge Management, QA, Business Process Improvement, Engineering, Incident Management, Community and Research to share findings and learnings identified through analysis conducted by FIX.
• Build a strong relationship with our Regional Partner Management teams, ensuring they have visibility on the program performance, issues and opportunities; with partner product specialist people managers in partner sites in relation to onboarding, priority setting, and performance management; and with key Management at each Partner Site to ensure the program is supported locally. 
• Communicate specific feature/Product learnings and insights to the appropriate Product Insights Analyst or Product Teams and stay up to date on major Product changes to cascade to PS and answer questions.
• This is a global program, which means this role will be working with people from many different time zones and requires flexibility in the hours they’re available to take meetings.

Your Expertise:

• Bachelor's Degree and 5+ years of relevant experience in a similar role.
• A self-starter who takes initiative and is action oriented.
• Expert knowledge of the products we offer and passion for Airbnb.
• Experience with Customer Support and/or User Experience.
• Experience managing an external team, including performance management and goal setting.
• Experience with process optimization.
• Experience working in an international and multicultural working environment with geographically dispersed teams.
• Ability to build internal and external networks to accomplish goals through collaboration with resources across teams.
• Experience managing projects involving cross-functional teams.
• Strong organizational and time management skills.
• Strong communication, critical thinking, analytical and problem solving skills.
• Proficient with SQL and with qualitative and/or quantitative data collection and analysis.
• Expert with Jira ticketing platform.
• Fast learner with any work, project management tool.
• Excellent verbal and written skills. You can distill insights to effectively communicate top priorities and build a strong business case.
• Can balance the need for quick turnaround with longer-term strategic efforts.
• Flexible and can deal effectively with changes in priorities or ambiguity.
• Commitment to quality, accuracy, and consistency.
• Availability for travel as required.

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

How We'll Take Care of You:

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.