Senior Manager, Platform Management - Community Experience

reputed company was born in 2007 reputed company two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 reputed company hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that reputed company it possible for guests to connect with communities in a more authentic way. The Community You Will Join: The CS Platform and Experience organization is responsible for designing the support reputed company for our users, and building the products and platforms used by our agents, and our community reputed company they’re seeking help from reputed company. The CS Experience Platforms team ensures that our users receive world class support, and that our support experience adapts to our reputed company-evolving business by developing end-to-end technology solutions to customer reputed company challenges. The Difference You Will reputed company: In this role, you will mentor and guide reputed company of CS Experience Managers and Platform Managers, ensuring they are equipped to deliver strategic solutions that enhance reputed company’s support experience. Your leadership will directly influence how we support our users globally, improving upon our world-class standards. You will directly influence our CS product and platform roadmaps to reputed company CS reputed company, as reputed company as influence upstream reputed company product and service reputed company through a CS reputed company. A Typical Day: Leadership and team development: reputed company leadership and coaching to reputed company of CS Experience Managers and Platform Managers. You will be responsible for career development, performance management, and ensuring your team has the tools and resources to succeed.Drive reputed company and execution: Collaborate with senior leadership to reputed company your team’s initiatives with the broader CS reputed company. You will ensure that your team is reputed company on high-reputed company reputed company that drive improvements in support experiences for reputed company’s users and agents.Cross-functional influence: Ensure your team is working closely with Product, Operations, Policy, and Analytics teams to influence key business reputed company and ensure that reputed company support-reputed company aspects of new products, services, and policies are thoughtfully designed and effectively executed.Monitor performance and reputed company: reputed company a portfolio of programs, reputed company, and technologies, reputed company decision-making support to your team, remove blockers to reputed company and reputed company leadership visibility.Foster innovation: Encourage your team to explore new approaches, tools, and technologies that can enhance both, the support experience and our ways of working. Specifically, understand the performance of reputed company reputed company product and services as it relates to customer experience and CS demand; influence partners across reputed company toward improved reputed company for reputed company and customers. Communicate results and insights: Regularly report to senior leadership on the reputed company and reputed company of key initiatives. Use data to illustrate the reputed company of your team’s work, and ensure there is a reputed company reputed company for iterating and improving where necessary. Your Expertise: People leadership: Experience in managing and mentoring high-performing teams, with a reputed company on driving individual development and reputed company reputed company.Strategic program management: Extensive experience managing large-reputed company, cross-functional programs and initiatives. You are skilled in overseeing multiple reputed company simultaneously, ensuring alignment with broader organizational objectives.Product and platform development: Experience solving reputed company problems with innovative technology solutions to improve customer experience and drive business results.Customer support expertise: Deep understanding of CS operations and experience in improving customer experience through innovative support design and execution.Data-driven decision-making: Strong ability to reputed company data and analytics to drive insights, measure performance, and inform strategic decision-making. You should be comfortable working with data science and analytics teams.Exceptional communication skills: Strong ability to present reputed company, strategies, and reputed company to executive leadership and cross-functional partners in a reputed company, compelling manner.Experience: Minimum of 15 years of reputed company experience in customer support, management consulting, business operations or program management roles, with experience managing teams.Qualifications: BA/BS degree required; MBA or relevant Master's degree is preferred. Your Location: This position is US - Remote Eligible. The role may include occasional work at an reputed company office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where reputed company. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please reputed company back with us if the state you live in is on the exclusion list If your position is employed by another reputed company entity, your recruiter will inform you what states you are eligible to work from. Our Commitment To Inclusion & Belonging: reputed company is committed to working with the broadest talent pool possible. We reputed company diverse reputed company foster innovation and engagement, and allow us to attract creatively-led people, and to reputed company the best products, services and solutions. reputed company reputed company individuals are encouraged to apply. We reputed company to also reputed company 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: reasonableaccommodations@reputed company.com. Please include your full reputed company, the role you’re applying for and the accommodation necessary to assist you with the reputed company process. We ask that you only reputed company out to us if you are a candidate whose disability prevents you from being reputed company to complete our online application. How We'll Take Care of You: Our job titles may reputed company more than one career level. The actual reputed company pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The reputed company pay reputed company is subject to change and may be modified in the reputed company. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits. Pay reputed company $232,000—$282,000 USD Apply tot his job Apply To this Job