Senior Routing

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million 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 make it possible for guests to connect with communities in a more authentic way.

The Community You Will Join:

Airbnb CS team are on an exciting journey to support our growing community of Guests and Host across the globe. Our mission is to support our 100 million lifetime guests and over 3 million listings by ensuring that the right channel is available at the right time to enable our guests and hosts to have a seamless omni - channel experience.

The Difference You will Make:

This role within the Channel Performance and Optimisation team will play a part in supporting the strategic direction of the team. It will also support a number of key deliverables for the team and on behalf of the overall business whilst supporting all tactical changes being made to our routing rules and queue / skills configuration.

The ideal candidate will be analytical, highly organised, and an excellent communicator and will have experience working as a Genesys administrator or contact routing administrator and have a full understanding of routing configuration and routing rules. They will have a good understanding of customer experience and customer experience technologies across all channels, Phone, IVR, Chat, Email and Social and how technology is utilised to deliver effective customer journeys. They will bring thought leadership and utilise data to define the path forward across all channels ensuring a smooth and seamless experience for all guests and hosts

A Typical Day:

• Collaborate with technical teams to drive optimisation of the routing rules and flows to ensure optimum customer experience and business efficiency
• Collaborate with technical teams and product managers to drive requirements & strategy for customer contact channels
• Maintain industry knowledge of current & evolving technologies for channel routing and optimisation
• Define and drive routing prioritisation including hours of coverage, overflows and service level protection
• Work closely and collaboratively with CS operations and engineering teams to ensure reliable operations and SLAs are met or exceeded
• Establish and support the ongoing process for real time updates to channel routing including updates to routing messages and announcements to cover all emergency situations and coordinate delivery through our real time teams
• Queue management maintenance and updates
• Support project teams in creating new routing flows, routing rules and agent permissions
• Supports movement of worktypes between inhouse and partner operations by delivering changes to routing and routing rules
• Actively support tactical changes during backlog situations with overflow routing, concurrency settings and conditional group routing ring timeouts
• Work with the team and stakeholders across CS, Product and Engineering to ensure we are optimising our contact routing
• Support and consult on development of channel performance dashboards and alarms
• Execution of roadmaps and plans for contact channels to support the business and collaboration with other areas of the business for prioritisation within the overall roadmap

Your Expertise:

• Strong technical CS experience in large scale operations
• 3+ years experience in similar role supporting channel routing, rules and configuration
• Experience as a Genesys administrator is a plus.
• Bachelor's degree ideally in a business discipline
• Exceptional collaboration, partnership and influencing skills with the ability to work in a global environment across multiple locations and time zones
• Demonstrated interpersonal skills to interface well with operations and business partners at all levels
• Outstanding written and verbal communication ability to a diverse stakeholder audience, including a global team of C-level executives, product, and technical stakeholders
• Strong customer engagement and relationship management skills
• Comfortable in an ambiguous matrixed organisation
• Strategic platform and system thinker who can balance big picture strategy with detailed, flawless execution
• Creativity and ability to work independently with limited guidance with proven ability to create structures and develop operational concepts
• High tolerance for ambiguity and ability to perform under pressure to meet deadlines
• Self-motivated and driven, used to being in a fast-paced environment
• Analytical - ability to tell a story with data and metrics, well developed problem solving and analytical skills , strong attention to detail

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.