Senior Routing & Channel Optimization Coordinator

Who you are

You have a strong background in customer operations, with a focus on routing and channel optimization. Your experience as a Genesys administrator or contact routing administrator has equipped you with a deep understanding of routing configuration and rules. You are analytical and highly organized, with excellent communication skills that allow you to effectively collaborate with cross-functional teams. You understand customer experience technologies across various channels, including Phone, IVR, Chat, Email, and Social, and how they contribute to seamless customer journeys. You are passionate about improving customer experiences and have a track record of supporting strategic initiatives within a team.

Desirable

Experience with omni-channel customer service strategies and technologies is a plus. Familiarity with data analysis tools and methodologies will enhance your ability to drive performance improvements. You are proactive in identifying opportunities for optimization and have a keen eye for detail.

What you'll do

In this role, you will support the strategic direction of the Channel Performance and Optimization team at Airbnb. You will be responsible for implementing tactical changes to routing rules and queue/skills configurations to ensure that the right channels are available at the right times for guests and hosts. You will analyze performance metrics to identify areas for improvement and collaborate with various teams to enhance the overall customer experience. Your role will involve working closely with stakeholders to understand their needs and translating those into actionable strategies. You will also participate in ongoing training and development initiatives to stay updated on best practices in customer operations and technology.

What we offer

Airbnb offers a competitive salary range of $100,000—$115,000 USD, along with potential bonuses and equity options. You will have access to employee travel credits and a comprehensive benefits package. Join a company that values innovation and community, and be part of a team that is dedicated to enhancing the experiences of millions of guests and hosts worldwide. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.