Senior Director

Description:

Airbnb is seeking a highly experienced Senior Director of Specialized Services to lead high-impact, customer-facing teams dealing with sensitive and complex safety cases in Canada. This remote position offers the opportunity to operate at a global scale while making a difference in Airbnb's community of over 100 million travelers and 3 million hosts across 191 countries.

As a pivotal leader within the Global Services and Safety Operations, the role demands a seasoned professional who thrives in high-pressure environments and can oversee intricate service operations while managing and inspiring teams to deliver world-class customer experiences.

Key Responsibilities:

Leadership & Team Development:

• Lead the specialized safety services teams, setting clear performance expectations and ensuring high-quality customer interactions.

• Build, coach, and guide teams through structured performance management and development plans.

• Cultivate a culture of excellence, accountability, and responsiveness in a dynamic, tech-driven environment.

Operational Strategy & Execution:

• Oversee daily operations of safety services, ensuring streamlined performance and continuous process optimization.

• Set and monitor key performance indicators (KPIs), ensuring targets for quality and efficiency are achieved and reported.

• Anticipate organizational needs and adjust operational structures accordingly.

Cross-Functional Collaboration:

• Act as a key liaison between executive stakeholders and frontline teams to ensure strategic alignment and performance.

• Partner with global service delivery teams (e.g., Airbnb India) to ensure consistent world-class customer service.

• Engage with shared service functions for training, quality assurance, and business process improvement.

Crisis Management & Case Oversight:

• Directly manage complex and escalated customer safety cases, ensuring resolution and risk mitigation.

• Analyze and identify patterns in severe incidents, establishing forums for root-cause discussions and policy improvement.

• Collaborate with cross-functional teams to improve workflows, policies, and product features that reduce risk and elevate user experience.

Stakeholder Management:

• Maintain strong, trust-based relationships with executive-level internal stakeholders.

• Effectively communicate sensitive matters, often involving trauma or security breaches, with professionalism and discretion.

• Represent Airbnb's commitment to community safety, responsiveness, and service excellence.

Required Qualifications & Skills:

• Education: Bachelor’s degree in Business Administration, Economics, or a related field

• Experience:

  • 12+ years of experience in leadership roles with progressive responsibility

  • Background in security or crisis contact center leadership preferred

  • Experience working with executive stakeholders and managing complex escalations

• Skills & Competencies:

  • Strong performance management, coaching, and mentoring expertise

  • High-pressure decision-making, including trauma-sensitive content handling

  • Advanced project management and analytical skills

  • Exceptional communication and interpersonal influence

  • Data-driven approach to operations and continuous improvement

  • Flexibility to work across time zones and travel internationally up to 30%

Work Location:

• Fully remote within Canada

• Must reside in: British Columbia, Ontario, Quebec, Alberta, or Saskatchewan

• Location eligibility may be updated by Airbnb as needed

Why Join Airbnb?

• Be part of a global movement empowering people to belong anywhere

• Lead innovative operations in a people-first, tech-forward company

• Help redefine customer experience in crisis and safety management

• Work in a values-driven culture emphasizing inclusion, well-being, and impact

• Flexible work setup and meaningful leadership opportunities