Manager, Learning Performance

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:

You will join the Global Operations Training team. We support frontline teams and prepare them to best serve our customers. We are a global team with expertise in training design, development, delivery, and organizational development.

Our mission is to empower everyone to deliver exemplary service through continuous and impactful learning. We work closely with Delivery and Optimization, Change Management, Service Enablement, Process Improvement, Quality, Analytics, Policy, and many other teams!

The Difference You Will Make:

This role will manage a team of Learning Performance Managers and Tactical Planning Managers who will define and implement a transformative roadmap for our Training team.  Together, these two roles will drive measurable value for customers by creating solution-focused learning strategies and identifying whitespace opportunities within their workforce development goals, and then leading cross-functional initiatives to launch and monitor results.

Reporting to the Global Training Operations & Planning Manager, you will be responsible for managing this high-functioning team, providing guidance and direction on client management and strategic alignment, ensuring effective monitoring of results that feed back into continuous improvement plans, and holding your team to the highest standard of service.

Success in this role will be measured by your team’s successful implementation of strategic initiatives and the measurable impact of those initiatives as compared to predefined goals.

A Typical Day:

• Regularly meet with your direct reports to coach performance, set expectations, offer guidance, and ensure work is aligned with defined strategy and progressing effectively.
• Provide updates on strategic initiative progress and results to senior leadership
• Regularly report on bandwidth usage and availability, project assignments, and team efficiency.  Provide recommendations on continuous improvements to team ways of working to improve performance and efficiency.
• Stay current with industry trends, best practices, and emerging technologies to bring innovative ideas to clients
• Provide coaching to team on areas such as:
• Managing client relationships/workgroup relationships, ensuring clear communication and understanding of their needs
• Collaborating with clients to understand their needs and specific solution requirements and provide customized solutions
• Serving as a trusted advisor, ensuring continuous alignment with client’s evolving needs while identifying whitespace opportunities within client focus areas to expand solution adoption
• Developing a strategic point of view that integrates relevant products and services from our portfolio to address client challenges
• Defining and track performance metrics to measure the success of deployed solutions
• Providing insights and recommendations to clients based on data-driven results and analysis
• Acting as single coordinator of major project workstreams for Training, such as One Company Roadmap, bi-annual release cycles, CS, AirCover, and Trust prioritized initiatives, Training Transformation initiatives
• Project / program management duties in the realms of company roadmap and Training Transformation
• Any other duties the Employee may be instructed to carry out by Training leadership  from time to time that are reasonably within the scope of the Employee’s job position and work capabilities

Your Expertise:

• 8+ years of experience in learning organizations with a strong consulting and/or project management background, proven track record of successful engagements
• 5+ years of management experience
• Strong understanding of learning methodologies and strategies
• Excellent analytical and problem-solving skills
• Ability to communicate complex concepts clearly and effectively with effective experience with virtual and collaboration web tools
• Proficient in data analysis and leveraging insights to drive decisions
• Experience with strategic skilling planning and learning needs analysis including the delivery of those strategies
• Strong strategic thinking and organizational skills
• Experience applying a performance consulting framework to client engagements
• Knowledge of strategic workforce management principles
• Understanding of organizational performance frameworks and change management methodologies
• Experience managing resource assignments and bandwidth for a global team
• Experience with project planning tools (e.g. Asana, Smartsheets, Jira)
• Demonstrable knowledge of project and Training policies and procedures to meet best practice and SLAs
• Travel requirements: Up to 10% of time, based on project requirements

Additional Preferred Skills:

• Consulting background in learning
• Knowledge of strategic workforce management principles
• Advanced literacy in Generative AI, with an understanding of basic prompting is preferred
• Understanding of organizational performance frameworks and change management methodologies

Your Location:

This position is US - Remote Eligible. 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.

How We'll Take Care of You:

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range 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.