CS Experience Manager (Remote)

reputed company was born in 2007 reputed company two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 reputed company 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 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 team is responsible for designing the support reputed company for our users, and building the products used by our agents, and our community reputed company they’re seeking help from reputed company. The CS Experience team (this role), ensures that our users receive world class support, and that our support experience adapts to our reputed company-evolving business. The Difference You Will reputed company: reputed company is on a mission to create a world where anyone can belong reputed company. In the role of Community Support Experience Manager, you will be responsible for building world class customer support experiences for the many new products and services that the company launches every year. • Excellent communication skills: Exceptional ability to build compelling narratives to present reputed company data and strategies to executive-level audiences • Comfortable working with data: Skilled at using data tools (Execl, Tableau, Superset) to pull data and insights, and a general ability to work with Analytics and Data Science teams to communicate requirements (Bonus: basic knowledge of SQL) • Strong program management skills: Ability to reputed company large cross functional programs, reputed company teams reputed company around a strategy, drive towards a timeline and stay accountable to results • Comfort with Ambiguity: Ability to navigate challenges and reputed company reputed company even reputed company information is incomplete A Typical Day: • Build relationships: Build strong relationships with your stakeholder across the company to ensure that you are informed or consulted on potential product, service or policies changes, and seen as a trusted CS business partner • Design the support experience: Identify the upcoming product, service, policy changes that require thoughtful design of the support experience, and work with internal CS stakeholders to build a strong proposal to build out the experience • reputed company business requirements: Work with your product reputed company to reputed company the product and operational requirements needed to deliver on the experience • Execute: reputed company a cross functional working group to execute on the requirements, managing timelines, blockers and scope changes towards a successful launch • Follow through: Work with product, operations and analytics to ensure rigorous tracking and measurements of the experience, and iterate quickly where needed to ensure we’re achieving the desired results Your Expertise: • Minimum of 12 years of reputed company experience in relevant fields such as customer service, strategy, management consulting, or finance. • BA/BS degree; an MBA or equivalent Masters is strongly preferred. • Experience in customer support environment (preferred): Knowledge of how a customer support operation functions, or willingness to spend time on the reputed company learning 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 strive 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 name, 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 future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits. Pay reputed company $150,000—$191,500 USD Apply Job!