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Airbnb - Head of Customer Operations EMEA Job (Dublin)

Hey all,

Another one for ya. We're looking for a Head of Customer Operations EMEA for the Dublin office. It's our new European HQ so we're looking to hire a few people. Please go to the Airbnb jobs website if interested: Protected content

Thanks, Kerry

Head of Customer Operations EMEA - Dublin, Ireland
High Level Job Duties:
Ensures smooth day-to-day operation of Dublin Airbnb EMEA Customer Operations, including all Customer Operations teams.
Drives EU strategy for customer service, working closely with Director of Customer Operations in San Francisco to integrate into broader Airbnb plans.
Responsible for management of EU Guest/Host Experience (Tier One) Customer Operations teams; ensure productivity, quality and language coverage targets are met.
Work with the Customer Voice Team and Product/Engineering to reduce the contact rate and improve online customer experience based on analytical and subjective data collected by EU team.
Communicate with Airbnb country offices in the EU to understand customer needs by market and ensure appropriate coverage.
Works closely with North America Customer Operations team to ensure consistency and to collaborate on company-wide customer operations initiatives.
Maintain productive relationship with outsource providers and effectively leverage outsource resources to manage workload and customer demand.

Requirements/Desired Experience & Skills:
Minimum 5 years senior management experience in inbound and/or outbound customer operations.
Experience leading customer operations teams of Protected content in Ireland.
Understanding of Irish employment market, opportunities and requirements.

Strategic Thinking
Seen as company leader - is able to work cross-functionally
Other experiences:

Management of large budgets.
Experience overseeing management of facilities a plus.
Diverse background that may include experience with marketing and product management welcome.

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