Group Manager (Trust and Safety Airbnb)
Coach and develop direct reports to ensure they deliver against the goals and objectives required to deliver superior customer service to our end customer with their teams in line with the strategic direction of the company. Understand the client requirements to ensure long-term relationships are fostered and maintained. Set monitor and manage improvement of KPIs. Provide key reporting to the client on a monthly basis on overall performance, new initiatives, quality, training and root cause analysis of performance.
Provide leadership for projects and change management to deliver smooth implementations and on-going delivery of services for customers.
- Set SLA targets for both production and quality to ensure the customer’s requirements are exceeded on a month to month basis.
- The department grew in size. in 6 month it doubled in numbers.
- Gained more business from the client, more work types. Became a SME in the vendor network.