Senior Operations Manager, Training & Quality

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Community You Will Join: 

The Scaled Operations team at Airbnb supports the entire business whenever there is a need for human powered work or human-in-the-loop systems. One of the team’s top priority is to Catalog Airbnb supply in stays and experiences with high confidence and accuracy and ensuring high quality outcomes. The Senior Operations Manager will partner closely with cross-functional stakeholders and external partners globally to create and deliver end-to-end training services and support quality operations. 

The Difference You Will Make:

In this role you will work with the Senior Manager of Learning and Quality to set-up, manage, and scale training programs across a variety of work streams. You will be responsible for ensuring we have ‘best in class’ training programs that work hand in hand with the quality team to improve our agents' performance and quality of Airbnb supply. This will include global program governance, scaling operations, and strategic planning across multiple international sites. The ideal candidate is a seasoned program manager and a team player who has experience managing both projects and relationships with BPO vendors and internal stakeholders while being a champion for operational excellence. We are looking for someone who enjoys rolling up their sleeves and using data to make informed business decisions.

A Typical Day: 

• Collaborate with internal and external stakeholders to define training needs and create and deliver appropriate training based on the audience needs.
• Lead end-to-end training programs including content creation & design, delivery, post training calibrations and success criteria metrics tracking. 
• Work hand in hand with quality operations to share insights to continuously improve quality of our operations. 
• Outline and design eLearning content and deliver Instructor Led Training with emphasis on storytelling skills and the ability to relay new information in a way that helps learners understand quickly.
• Develop strategies and implement industry best practices into our existing operations as it relates to training and quality services.
• Lead projects focused on how we audit, how we coach and how we close the feedback loop and action on what we find
• Execute a qualitative and quantitative strategy for improving QA, mitigating operational risk and proactively identifying trends.
• Manage relationships with key vendor training and quality POC’s to ensure quality standards and contractual obligations are being met.
• Leverage metrics, analytics and statistics (sampling, confidence intervals, margin of error) to make informed decisions and to create robust analyses.
• Collaborate with the business analytics team to identify opportunities to optimize training  productivity and costs.
• Through effective program management, you will help define, standardize, and innovate the program across multiple suppliers, locations, and workflows.
• Coordinate internal resources and third parties/vendors for the flawless management and execution of projects.
• Help design and implement actionable feedback loops with which we can encourage and enable continuous improvement.
• Administer and maintain training modules in the Learning Management System (Absorb) and ensure all content is up to date 
• Execute knowledge-checks and role-plays to validate learning 
• Administer post-training surveys to evaluate training effectiveness and share reports with stakeholders 

Your Expertise:

• Domain Expertise: Subject matter expert in training practices and solid understanding of how training and quality teams work together to continuously improve operations. 
• Experience in Instructional Design. Familiarity with Gagne’s 9 Events of Learning, Kirkpatrick's levels of evaluation and the ADDIE training model. The ability to work within and without these frameworks when necessary.
• Program/Project management skills and the ability to work with multiple stakeholders and drive programs from conception to completion