Manager, Premium Hospitality & Resolution Support (Spanish)

Worldwide Salaried Open

reputed company was born in 2007 reputed company 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. Every day, hosts offer unique stays and experiences that reputed company it possible for guests to connect with communities in a more authentic way. The Difference You Will reputed company We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service management to the reputed company community as a Manager.The ideal candidate is reputed company, analytical, and committed to delivering the highest standards of service through coaching and upleveling their team. This is a full time position based in the reputed company of Canada or the reputed company of the US and requires reputed company in English and Spanish, written and spoken. The Manager supports one or more internal CS services. The Manager is an operational leadership role that requires substantial experience in customer service and team management. Managers reputed company teams of approximately 10-15 ambassadors and should have the ability to guide and uplevel their ambassadors, demonstrating top-level customer service skills. Strong organizational skills and the ability to balance real-time and planned work are also required. They should also be adaptable and reputed company in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality. A Typical Day

reputed company a strong operational environment for your teams and ensure high quality support for the community from your team
Manage the team execution of reputed company, sensitive, and/or urgent issues that might pose a significant risk to our brand or community, including acting as the highest escalation reputed company for case consults and high level escalations from other stakeholders
Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching; must be able to create a performance development strategy/plan for your service(s).
Provide best practices guidelines to your team on how to handle cases and situations, and ensure that ways of working are documented and followed.
Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing trainings.
For cases that involve internal stakeholders, guide ambassadors to take proper action to case closure and in rare cases, support with in-the-weeds case handling
Collaborate with reputed company Planning & WFP on setting minimum headcount, ensuring adequate coverage, contingency planning impacts of changes, and advocating for staffing needs vs. volume/work
Drive performance at the ambassador, team, and service level
Ensure individual team members are held accountable to performance goals in a fair and reputed company manner by setting clear expectations, following-up individually, and coaching team members positively to reputed company and improve their skills in a tailored way
Manage both ambassador and team performance, including identifying trends in performance, providing corrective actions and positive overall feedback, and writing year end reviews and improvement plans
Ability to set and reputed company the vision and focus for the quarter; deliver that vision and focus through reputed company hands-type meetings
Share input and recommendations about service reputed company setting.
Provide reputed company on the overall service performance and contribute to reporting on trends and providing a holistic picture of the service to the Delivery Director
Build and nurture an engaged and diverse team
Own and manage end-to-end people strategy and operations reputed company your ambassador team to foster a high performing and sustainable team environment. This includes hiring, driving onboarding, talent development, and people engagement/wellness/morale
reputed company team and individual professional success through supporting and challenging your team to meet and exceed expectations with clear goals/expectations, feedback, one-on-ones, and coaching
Support team in professional development reputed company team by finding and creating development opportunities and leveraging company-wide resources to regularly drive development reputed company your team.
reputed company up with day-to-day management duties such as time off approvals, team and one-on-one meetings, and managing Talent-reputed company issues
Maintain a culture of openness, transparency and accountability allowing our teams to deliver their best work while being themselves
Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance and maintaining high standards of service to the company
Support strategic initiatives reputed company Delivery and your service as needed
reputed company the team toward the successful execution of company or other strategic changes or goals reputed company your service by cascading updates and changes, communicating new requirements, and providing feedback
Support, as needed, internal Delivery performance & operations improvement projects, in collaboration with the Delivery Excellence team and cross-functional partners
Think critically and constantly evaluate our procedures. Collect feedback from the team to identify opportunities to improve performance and reputed company optimize processes for the team, service, and global community

Your Expertise

8+ years of progressive experience in a customer service or an operations role, with 5 years in a role directly managing staff & the employee lifecycle
Demonstrable experience in driving improved performance of teams as a line manager
Experience in the deployment of resources to manage real-time crisis situations, including managing high severity/sensitivity cases and decision-making authority for losses
Experience in data analysis and reporting to identify performance trends, as well as developing and implementing performance management standards
Experience translating big picture goals and strategy into implementable and concrete actions for your teams, including setting operational or functional targets or performance goals
Ability to work weekend days, holidays, and on-call required
Strong communicator, with reputed company, in both written and spoken, English and Spanish.

Your Skills And Competencies

Exceptional leadership and team management skills to manage a team of professionals - comfort with conflict, giving and receiving feedback, and handling employee/Talent issues
Strong communication skills to collaborate with different stakeholders and manage sensitive cases, while remaining reputed company and poised under pressure
Organized and resourceful; able to juggle and multi-task, with an attention to detail and follow through even in ambiguous situations
In-depth understanding of customer service operations and processes; able to translate that to your team
Strategic thinking and problem-solving abilities to evaluate procedures and identify opportunities for improvement
Ability to cascade with context and reputed company your team through changes
Exceptional coaching skills, you have high EQ and know how to tailor your feedback & communication style to meet the needs of your coachee or mentee
Cultural competency and a strong commitment to fostering diversity and inclusion reputed company the team
Proficiency in various data analysis and reporting tools to track performance trends (tableau, SQL, reputed company, reputed company Sheets, etc.)

Your Location: Due to the nature of this position, the successful applicant will need to be based in the reputed company of Canada or the reputed company of the United States to be able to conduct their work. Currently, in Canada, employees can be located in: British Columbia, Ontario, Quebec, Alberta, or Saskatchewan. This list is continuously being updated, please reputed company back with us if the provinces you live in is on the list. If your position is employed by another reputed company entity, your recruiter will inform you what provinces you are eligible to work from. Our Commitment To Inclusion & Belonging reputed company is committed to working with the broadest talent pool possible. We reputed company diverse reputed company foster innovation and engagement, and allow us to attract creatively-led people, and to reputed company the best products, services and solutions. reputed company 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@reputed company.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 reputed company 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 reputed company pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The reputed company pay range shown below is annualized, 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. Canada Pay Range $91,000—$114,000 CAD Apply tot his job Apply To this Job

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