Senior Manager - Global Training Transformation

The Community you will join:

Our organization deeply believes in providing a  frictionless experience at scale works across the company to ensure the support experience is integrated across the entire lifecycle and endeavors to make support a secret weapon and strategic differentiator for our brand.

The difference you will make: You will drive a continual focus on transforming how our ambassadors learn and grow in their roles supporting our guests and hosts to ensure that from day 1 our ambassadors will know what it means to be a guest and host and foster a sense of community and belonging in every conversation. The scope will encompass the transformation of the entire Agent lifecycle including Recruitment Pre Onboarding Onboarding Applied Learning and Nesting as well as Continuous Development and ongoing Performance Support as it relates to training.

A typical day:

• Lead the training transformation team responsible for developing new training products and technology ensuring that we can meet the ever changing needs of the business and support our internal and external customers at scale.

• Develop and execute a complete transformation of the training curricula for global Customer Support Trust Safety and Aircover teams that embodies authentic timely respectful and empathetic support puts our ambassadors into the shoes of our guests and hosts and fosters a sense of community and belonging from day 1.

• Build a hospitality mindset into the curriculum that teaches seamless problem resolution through critical thinking and judgment skills as part of the foundational curricula.

• Implement the technology required to support a new agent operating system and lifecycle end-to-end including emerging technologies like GenAI.

• Recommend  skills-based routing requirements that align the success of  new agents to accelerate their time to proficiency ensuring guests and hosts get a better and more targeted experience.

• Work collaboratively with quality management workforce planning content and knowledge management BPI partner and delivery teams to ensure cross-functional stakeholder alignment and change management in a highly collaborative environment.

• Partner with CS Analytics to develop clear measures of success (qualitative and quantitative) that directly align training execution to ambassador performance and broader business objectives with the goal of exceeding expectations for the guest host and agent experience. Key targets will include more efficient training methodologies increased learner engagement and increased speed to proficiency

• Work with platform and engineering teams to ensure changes to our products programs policies and procedures are delivered dynamically personally just in time and within the agent workflow so that they always have the info they need to be successful.

• Partner with cross-functional teams including Operations Product and Talent to identify training needs and develop appropriate solutions.

• Collaborate with stakeholders to ensure training curriculum is aligned with broader community support initiatives.

• Partner in evolving the training tools technologies and techniques to meet the needs of a more dynamic training model.

Your expertise:

• Minimum of 10 years of experience in training and development roles with at least 10 years in a senior leadership role (preferably within a customer support or operations environment)

• Bachelor's Degree or equivalent preferably in education or related field; MBA or Masters preferred

• Proven experience in leading transformational training initiatives and change management.

• Proven track record of leading/driving results at scale

• Deep functional domain expertise across Customer Support preferred

• Experience working in global/matrixed environment

• Strong strategic thinking and problem-solving skills.

• Proficiency in leveraging digital learning tools technology  and platforms.

• Innovative thinker with a bias to execution.

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: [email protected] . 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.