[Contractor] CX Lead, Partner Training - Manila

Founded in 2008, Airbnb is a global travel community that offers magical end-to-end trips, including where you stay, what you do and the people you meet. Airbnb uniquely leverages technology to economically empower millions of people around the world to unlock and monetize their spaces, passions and talents to become hospitality entrepreneurs. Airbnb’s accommodation marketplace offers access to millions of places to stay in more than 191 countries, from apartments and villas to castles, treehouses and B&Bs. With Experiences, people can see a different side to a destination through unique, handcrafted activities run by locals.All of this is brought together in one easy-to-use and beautifully designed website and app.

We are looking for an enthusiastic, passionate, thoughtful and smart leader to lead our Regional Partner Training Teams to success. The successful candidate is someone who thrives in a fast-paced environment and has a passion for Airbnb and our community.

This is a contract position. In this role, you will be employed by a third party agency. You will not be engaged as an employee of Airbnb, and will not be eligible for Airbnb employee compensation or benefits.

Requirements:

  • 10 years+ of Training Management experience in Call Center operations
  • Proven project & program management skills, specifically driving Regional Training
  • Improvement  
  • Experience managing Call Center operations, including performance management and
  • goal setting
  • Confident, enthusiastic, and motivating communicator, with strong influencing skills
  • amongst executive stakeholders
  • Strong analytical skills, and ease working with data
  • A self-starter who takes initiative and is action oriented
  • Highly organized
  • Commitment to quality, accuracy, and consistency
  • Strong teamwork and collaboration skills. Ability to build internal networks to accomplish
  • goals through collaboration with resources across teams
  • Can balance the need for quick turnaround with longer-term strategic efforts
  • Ability to work under pressure and adapt quickly to adverse situations
  • A passion for exceptional customer service
  • eLearning & Curriculum Development experience an advantage
  • Extensive travel required (up to 50%)
  • Commitment to quality, accuracy, and consistency
  • Strong teamwork and collaboration skills. Ability to build internal networks to accomplish goals through collaboration with resources across teams
  • Can balance the need for quick turnaround with longer-term strategic efforts
  • Ability to work under pressure and adapt quickly to adverse situations
  • A passion for exceptional customer service
  • eLearning & Curriculum Development experience an advantage
  • Extensive travel required (up to 50%)

Responsibilities:

  • Oversee operational success of the Partner CX Training Teams in the APAC region, across multiple countries
  • Responsible for ensuring that Airbnb’s training standards are maintained by the Partner CX Training Teams, through regular calibration & communication
  • Responsible for communication with the airbnb leadership team with regards to APAC Training KPIs
  • Responsible for communication with the airbnb leadership team with regards to identifying training needs, both reactively and proactively
  • Influencing leadership strategy to ensure that the interests and standards of Airbnb Training are maintained and that training needs are identified and can be, and are, actioned upon
  • Collaborate with Training and Leadership to conduct training needs analysis
  • Provide feedback to Training and Content Development specialists on content as relates to regional needs
  • Assist in localising Training Content to suit regional nuances
  • Attend Business Reviews on behalf of CX Training
  • Field training requests from leadership and work with the training team to assess and fulfil requests
  • Maintain knowledge of training and content to advise partner training teams and field questions
  • Disseminate information affecting training to partner training teams
  • In partnership with the training manager, ensure that Training’s interests are represented in the process of onboarding and ramping a new partner
  • Influence and advise on site capacity plans and training scheduling
  • Travel to Partner sites to evaluate current training; host roundtables; conduct training needs analysis
  • Maintain both training certification and the tracking of training at partner sites
  • Represent the Global CX Training Team in communication with other teams in order to maintain a consistent voice and allow Trainers to focus on training when in the classroom
  • Ad hoc regional and global projects as assigned by your manager

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