Senior Routing & Channel Optimization Coordinator

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 Optimization 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 organized, 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 utilized to deliver effective customer journeys. They will bring thought leadership and utilize 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 optimization 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 optimization. 


• Define and drive routing prioritization 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 work types between in house 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 optimizing 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 prioritization 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

Your Location:

This position is US - Remote Eligible on the east coast time zone. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list  If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

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.

We strive to also provide 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: [email protected]. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.