Luxury Retreats - Vice-President, Contact Center

Airbnb, Montreal, Quebec, Canada

Who wouldn't want to work here?

Luxury Retreats, now a part of the Airbnb family, is a leading luxury vacation rental company. Our team of 200+ experts market a global portfolio of over 4,000 unique properties to a broad and deep network of affluent travelers. With over 18 years of experience, we are passionate about all things travel and hospitality.

What is it like to be a Vice-President, 24Seven at Luxury Retreats? With your proven operational & leadership skills, you will design, drive growth and successfully establish structure, operations to deliver world-class quality to our guests and hosts. Your operational mindset and reputation as a tenacious builder and problem solver will enable you to champion guest satisfaction.  The Vice-President, 24Seven will report into our Chief Revenue Officer and work very closely with our Chief Finance & Operations Officer.

High Level Job Duties

  • Drive global strategy for the 24Seven Service (Luxury Customer Experience), working closely with our Marketing Director, Guest Loyalty Director and Director of Guest Experience to ensure a consistent and flawless end-to-end Guest Experience;
  • Ensure smooth day-to-day operation of Customer Experience Operations for the Luxury activity (Booking/sales assistance, essential service reservations such as car rentals, airport transfers, dining, chefs, etc. - other guest & homeowner support);
  • Responsible for managing the Customer Experience Operations’ teams; ensure productivity, quality & language coverage targets are met;
  • Build Customer Operations teams outside of Montreal to cover multiple time- zones & languages, using our existing locations in Dublin, Portland & Singapore;
  • Build & maintain a world-class team organization, flawless processes & effective tools to ensure high efficiency & scalability;
  • Works closely with other regional Customer Operations teams to ensure consistency & collaborate on group-wide guest operations initiatives;
  • Maintain productive relationships with any outsourced providers and effectively source & leverage outsourced resources to manage workload and guest demand;

Requirements/Desired Experience & Skills

  • A Bachelor’s Degree in Business Administration or related field;
  • 10 + years executive management experience in inbound and/or outbound customer operations with international coverage (time-zones, languages);
  • Management of several operations in multiple locations will be considered an asset;
  • Outstanding experience in building and optimizing world-class customer operations based on business objectives & SLAs;
  • Successful experience in environments where Customer Service is not only a support function but a key business driver / profit center;
  • Metrics driven mentality with an exceptional capacity in delivering on high expectations & results;
  • Proven experience leading customer operations teams of 200+ in-house team members;
  • Proven experience in management of large budgets;
  • Deep understanding of the challenges & requirements of running customer service operations;
  • Aggressive business leadership with a hunger to learn and develop.
  • Strong communication skills.
  • Proven problem-solving abilities in a fast-paced, entrepreneurial environment;
  • Tenacious at diagnosing problems and quickly focused on solutions;
  • Diverse background that may include experience with marketing and product management will be considered an asset;
  • Seen as an inspiring leader - is able to work cross-functionally;

About Airbnb

Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique accommodations around the world — online or from a mobile phone. Whether an apartment for a night, a castle for a week, or a villa for a month, Airbnb connects people to unique travel experiences, at any price point, in more than 33,000 cities and 192 countries. 

Want to learn more about Airbnb? Visit https://www.airbnb.com/