Customer Service Anti-Discrimination Supervisor

The Community You Will Join: 

No global movement springs from individuals. It takes an entire team united behind something big. On the Regulatory Response Operations team at Airbnb, we’re proud to be at the forefront of the sharing economy. We recognize that we are the leaders of a new, worldwide phenomenon, and that’s why we’re working so hard to build the world’s most loyal travel community.

Together, our team provides support to more than 100 million lifetime guests and 3 million listings in over 191 countries. We work hard, we laugh a lot, and we’re committed to creating a world where anyone can belong anywhere. We are looking for an enthusiastic, dedicated leader who knows how to motivate and inspire a team in a cutting-edge and fast-paced risk management environment. The Regulatory Response Team Lead is responsible for managing the performance and quality of their team, monitoring team performance as measured by agreed-upon service delivery targets and key performance indicators, and mentoring, coaching, and professionally developing the specialists on their team.

The Difference You Will Make:

The Regulatory Response team will work closely with our regional and global legal, public policy, and public relations teams to ensure that our community both internally and externally are supported to the best of our abilities. The AMER Regulatory Response team is responsible for the support of our Non-Discrimination Policy and focuses only on Anti-Discrimination work impacting Canada and the United States of America.

A Typical Day: 

Building and Nurturing Engaged Teams

• • Own and manage end-to-end people strategy and operations within the team. This includes driving onboarding, talent development and people engagement.
  • Ensure employee happiness by working with the team to create strong connections and utilize effective communication to help translate the Core Values of Airbnb into meaningful and clear goals. 

• • Support your team in handling urgent, escalated discrimination cases, prioritizing wellness and sustainability.
  • Lead with empathy to establish approachability in order to care about, support, and challenge the team to meet and exceed expectations.
  • Enable professional and personal growth through supporting and challenging your team with feedback, one-on-ones, enabling opportunities, expectation-setting, and other growth tools at your disposal. 
  • Keep up with day-to-day management duties such as scheduling, shift approvals, team and one-on-one meetings, and managing basic HR-related issues (pay/benefits/HR policy enforcement, etc.).

Performance Accountability

• • Manage both team and individual performance and resources to ensure compliance with regulations and SLAs.
  • Ensure individual team members are held accountable to their performance goals in a fair and equitable manner by setting clear expectations, following-up individually, and coaching team members positively to develop and improve their skills in a tailored way.
  • Think critically and constantly evaluate policies and procedures. Work with the team to identify opportunities to improve performance and better optimize processes for the team, region, and global community. 

Operational Execution

• • Lead the team towards the execution of the company and strategic goals following the guidance of the Operations Manager, and collaborate with the OM to develop recommendations for service improvements and regional prioritization. 
  • Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or ability to operate in different countries, cities, and municipalities. Work with your regional leadership to influence stakeholders and the Regulatory Response Service Manager to mitigate risks. 
  • Develop a team of experts that is knowledgeable in compliance, policy, legal, local regulations, consumer bodies, and brand risk, and comfortable collaborating directly with stakeholders and shared services to provide detailed investigations and recommendations for sensitive and complex cases.
  • Work closely with fellow global and regional Team Leads in addition to maintaining a strong connection to your cross-functional partners.
  • Effectively prioritize the team’s work based on seasonality and the needs of the customers and the business.
  • Lead and/or participate in projects outside of the scope of your department, as assigned by your manager.

Qualifications:

• • Building & nurturing engaged teams: you understand that engaged people make great teams, and you know how to drive engagement. You're a skilled motivator. You're team-oriented and unselfish. You put others ahead of yourself and prioritize what will be best for the whole team. 
  • Managing and Measuring Work - You can measure, balance, and understand workloads, and delegate appropriately. You set clear expectations and timelines, give the context necessary for buy-in, and create space for autonomous work. You provide consistent support and regular progress reports to ensure goals are achieved. You proactively offer and solicit honest, plentiful feedback. You remove obstacles. You accurately measure and clearly articulate results. Your team consistently exceeds its performance goals.
  • Welcoming ambiguity: You can effectively articulate the need for change and encourage optimism in those around you. You're able to perform at a high level, even during times of uncertainty. You trust your instincts and your ability to learn from past experiences, and you can confidently move forward even when you don't have all of the details.
  • Taking Initiative: You understand the importance of working hard, and you're willing to invest your energy into new challenges. If you see an opportunity to contribute or make things better, you take it—you don't wait around to be asked. You're comfortable acting with minimal planning, direction, and supervision. You can identify issues both within and outside of your immediate scope, and propose solutions.

Managing vision & purpose: You can articulate a compelling, inclusive vision for the future that anticipates trends and possibilities. You're a determined optimist whose optimism is contagious. You get others excited about your outlook and invested in its success. You recruit enthusiastic support. You acknowledge the importance and impact of your team's work, and you can clearly communicate the ways it contributes to Airbnb’s mission. You recognize what drives your audience and can steer them toward a common goal.

Your Expertise:

• • At least 2-4 years of experience leading, inspiring and motivating teams to meet operational goals and targets
  • Passionate about Community Support, understands the importance to the mission of the company and the importance of Airbnb’s Non-Discrimination Policy
  • Strong Analytical skills; able to tell a story with data and metrics. MySQL and Superset knowledge a plus
  • Comfortable dealing with legal and policy matters as well as managing cases that do not necessarily fit within our workflows/policies; experience in Regulatory Response/Diversity and Inclusion a plus.
  • Ability to maintain confidentiality during sensitive investigations
  • Work authorization in Canada

Your Location:

Due to the nature of this position, the successful applicant will need to be based in Canada to be able to conduct their work. Currently, employees can be located in: British Colombia, Ontario, Quebec, Alberta, or Saskatchewan. This list is continuously being updated, please check back with us if the provinces you live in is on the list. If your position is employed by another Airbnb entity, your recruiter will inform you what provinces 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.