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Senior Manager
Community Insights Planning
Confirmed live in the last 24 hours
Locations
United States
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Data Analysis
Management
Research
Requirements
  • 15+ years of customer support experience
  • 15 years of relevant process and program management of data and research domains
  • Six Sigma Black belt or equivalent process management expertise
  • Advanced degree in research or data methods, or equivalent work experience
  • Advanced knowledge and experience in data analysis, research and process methodologies
  • Ontology development experience, for data synthesis purposes (preferred)
  • People management experience
  • Proven ability to interact and communicate with people at all levels from new graduates to executives
  • Proven ability to lead, negotiate and influence high level business and strategy conversations
  • Ability to travel 10% of time in a safe, post-COVID environment
Responsibilities
  • Manage a team of process, research and program experts; Extend and build capabilities in each of these areas
  • Determine strategy and scheduling for incorporating customer input channels into our decision flow. Lead process map development for data/information that crosses organizational boundaries
  • Build scalable processes for developing cross-channel insights
  • Identify and prioritize business needs in data, across Global Operations (GO)
  • Create processes for data understanding, by developing templates and frameworks
  • Support CS Insights staff in prioritizing, sequencing, delivering and communicating insights to CS and broadly across
  • Act as a thinking partner and coach for managers who are providing insights, recommendations and enabling data informed decisions
  • Lead CS Insights staff planning, prioritization and sequencing
  • Day to day management of program teams related to data acquisition across multiple types of data
  • Coordinate research activities for Global Operations, in cooperation with central teams
  • Lead Operations reviews for Community support (CS) as well as other teams as needed
  • Work to build a cross organizational ontology
  • Lead goal setting exercises for teams within CS
  • Managing and utilizing deliverables across projects
Airbnb

501-1,000 employees

Online marketplace for people to list, discover, and book accommodations
Company Overview
Airbnb's mission is to create a world where anyone can belong anywhere and we are focused on creating an end-to-end travel platform that will handle every part of your trip. The company is building a worldwide timeshare marketplace.
Benefits
  • Comprehensive health plans
  • Paid volunteer time
  • Healthy food and snacks
  • Generous parental and family leave
  • Learning and development
  • Annual travel and experiences credit
Company Values
  • Champion the Mission: We’re united with our community to create a world where anyone can belong anywhere.
  • Be a Host: We’re caring, open, and encouraging to everyone we work with.
  • Embrace the Adventure: We’re driven by curiosity, optimism, and the belief that every person can grow.
  • Be a Cereal Entrepreneur: We’re determined and creative in transforming our bold ambitions into reality.