Supervisor, Training

The Community You Will Join:

The Training Supervisor is responsible for the day-to-day execution and management of the global training program in Airbnb Capability Center. This role will report directly to the Manager, Shared Services. The Training Supervisor will execute on the designed training strategy and help implement a world-class training framework that will drive consistency in the support experience we deliver across the globe.

The Difference You Will Make:

The Training Supervisor will help provide management to the Training Supervisors (incl. all of community support, speciality tiers such as payments, regulatory response, safety, appeals and escalations, pilot perfect scale, safety & claims, social media, investigations and resolutions etc. and to hosting teams such as verified, experiences, plus, pro-host, lux ops etc. They will manage the execution of the Global training program in cooperation with the supervisors reporting to them at both internal, partner and global sites. They will be responsible for driving performance through training initiatives. This will range from helping to develop site and business specific action plans to help drive up customer satisfaction and process compliance, to specific development of training tips for the site to drive specialist performance.

The Training Supervisor will also help support Global training teams in each of the business functions by providing support for content development, training frameworks and playbooks, classroom strategy and updating of the knowledge base.

A Typical Day:

• Managing a Team of Training Analyst & Sr. Training Analysts for all processes for Global training delivery 
• As a Training Supervisor you would work closely with ACC Training Manager and Global Training Supervisors to assist in delivering a top-tier learning.
• Worked on Projects pertaining to process or KPI improvements at org or global level
• Execute and help drive the Airbnb global training strategy and implementation of the training framework.
• Support implementation of the necessary training processes, support structure and training metrics in line with Industry best-practices  that drive performance.
• Provide training representation to other shared services teams ensuring training is an integral part of the continuous improvement framework within Operations.
• Provide reporting on training program status, performance, hiring, onboarding and outcomes to the functional manager(s) on a regular basis.
• Develop a fully trained, high-performing, motivated and empowered training team.
• Work with global training teams to address escalated issues, dips in performance and the rollout of new training initiatives to drive performance.
• Develop a strategic approach to identify the training needs of both customers and internal team members
• Build and maintain the training curriculum, classroom agenda and other training materials in the knowledge base
• Develops and administers training programs for employees, assesses training and development needs for organizations
• Lead initiatives to improve and automate processes to minimize errors and reduce effort
• Responsible for new hires & floor performance on knowledge, process and soft skills
• Decision making ability in critical day to day operations

Your Expertise:

• 10+ Years of overall experience required with 4 years of applicable experience in contact center
• Any bachelor's degree or relevant experience.
• Flexibility and adaptability, able to work well in an ambiguous environment.
• Confident and empathetic problem solver; able to guide conversation and stay open to varied points of view.
• Collaborative; skilled working with cross-functional peers/teams.
• Creative; comes up with a lot of new and unique ideas and tends to be seen as original and value-added in brainstorming settings.
• Strong written and verbal communication skills; able to provide constructive feedback, mentorship and coaching. Able to guide conversations effectively.
• Ability to multi-task and remain cool under pressure, organise and work with rapidly changing priorities.
• Listening; practices attentive and active listening and has the patience to hear people out.
• Approachability: Is easy to approach and talk to and leverages a greater awareness of emotional intelligence
• Open-minded; open to varied points of view and able to adapt to different cultural environments
• Passionate about customer experience, understands the importance to an organisation. Clear, concise communicator who can build collaborative and positive relationships.
• Working knowledge of customer service assessment tools, i.e., Net Promoter Score,CSAT. Able to compose and analyze qualitative and quantitative data.
• Well versed with domain knowledge & MS Office (especially Google Sheets, Excel, Word, and PPT).
• Strong supervisory skills with an eye for detail. Result Oriented.
• Excellent written and verbal communication skills in English.
• Should be comfortable with 24*7 Shifts.

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.