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23/01 Abhishek Sethi
Recruiter at Airbnb

Views:1029 Applications:306 Rec. Actions:Recruiter Actions:1

Airbnb - Manager - Appeals & Escalations (10-15 yrs)

Delhi NCR/Gurgaon/Gurugram Job Code: 884966

The Challenge :

We are looking for an enthusiastic, dedicated Appeals & Escalations Operations Manager who will be able to lead our specialty tier team(s) and drive performance in furtherance of our functional goals and priorities. The Appeals & Escalations Operations Manager is responsible for managing service performance, operations, and strategy execution for the aligned function(s), in line with the functional strategy developed at a global level, while driving continuous improvement towards service outcomes.

What you'll do :

- Directly manage leads in their service tier(s) while providing regular, actionable, and goal-oriented performance feedback to achieve desired service outcomes in the region. Note: this may require the report management of team leads based in - satellite- offices

- Leverage escalations/appeals to driving Continuous Improvement techniques, product/process improvements, cycle time reductions, cost reductions, and other activities aimed at reducing/eliminating non-value-added activities & busy fool activities in the process

- Solving business problems with utmost efficiency & effectiveness using strong analytical skills including - speed of converting input information to meaningful data, data analysis with latest analytical tools/ approaches, making effective decisions using critical thinking ability

- Lead & mentor lean and six sigma projects and actively participate in the selection & executions of these projects

- Support and hold teams accountable for the effective handling of escalated and/or complex investigations required for urgent or sensitive issues

- Represent the function(s) for their region by speaking directly or in-person with user(s) who have experienced an urgent issue, in partnership with the relevant global teams

- Represent the function(s) and act as a decision maker when a cross-functional working group is convened in response to global projects/work streams.

- Work with CS Workforce Management and Business Analytics teams to ensure capacity plans are designed to meet desired service outcomes across internal and partner teams and/or in consideration of local market/business needs

- Communicate specialty tier(s) service performance across internal and partner teams to regional stakeholders, in partnership with CS Leadership, Service Managers, and/or Global Engagement Managers for their region

- Review, synthesize, and present findings from technical or complex data analysis related to functional tier(s) relevant to the respective region or market

- In partnership with CS Shared Services and business manager(s), manage delivery and execution of initiatives to drive continuous service improvement

What you need to succeed :

- A minimum of 10+ years overall experience with at least 8 years of experience in an operations-related role

- At least 4 years of experience in a customer experience role, with a minimum of 2 years in a senior-level role managing team leads and front-line staff, with immediate experience in:

- Experience in the deployment of resources to manage real-time crisis situations

- Experience setting operational or functional targets or performance goals

- Engineering Degree; Master's degree or black belt certifications, Manufacturing background would be preferred

- Experience leading cross-functional or cross-regional collaborative teams, with immediate experience in any of the following:

- Identifying and actioning performance trends for continuous improvement

- Interfacing with training, business process improvement, or quality assurance teams

- Desired, certifications in related fields would be a plus.

Women-friendly workplace:

Maternity and Paternity Benefits

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