Remote Services Manager

The Community You Will Join:
Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. The AirCover team supports this mission by standing up for Hosts and guests when things go wrong — often under intense scrutiny and at moments that materially impact trust in our platform. We are looking for a resilient, highly skilled leader who thrives under pressure and excels at steering teams through urgent, sensitive, and complex escalations. This leader is capable of juggling multiple high-impact cases concurrently, providing sound judgement even when facts are incomplete, and maintaining steady direction for both the team and senior stakeholders. They will act as the operational leader for Service Recovery in moments where the Operations Manager is not present.
This role requires a strategic mindset, exceptional stakeholder management capability, and the ability to build and develop a high-performing team of escalation specialists who can operate at an executive-facing level.
In this role, you will guide the Service Recovery team in delivering best-in-class support during our most sensitive, time-critical escalations. You will manage competing priorities, navigate ambiguity, and ensure we maintain rigor, consistency, and empathy even under pressure. You will help shape the broader AirCover escalation strategy while coaching the team to grow into trusted, high-judgement escalation handlers.
Own and manage end-to-end people strategy for the team: onboarding, capability building, continuous feedback, and performance management.
Serve as the primary leader during high-pressure moments or when the Operations Manager is not available, ensuring continuity of service, judgement, and decision-making.
Drive high-velocity prioritization, helping the team manage multiple urgent escalations while maintaining quality and adherence to protocols.
Create and own monitoring metrics to ensure best-in-class community service.
Escalation & Case Management

Oversee the handling of complex, sensitive, and time-critical escalations that carry brand, legal, financial, or trust risk.
Serve on call as needed for incident response.
Act as escalation point for point specialists and analysts for executive-level escalations, major incidents, and cross-functional escalations requiring fast, senior-level decision-making.
Provide hands-on support for the most challenging cases, ensuring direction, narrative consistency, and airtight risk mitigation.
Stakeholder Management & Influence

Build strong relationships with senior stakeholders across Legal, Fraud and Safety Ops, Community Policy, Product, and Market Operations.
Influence cross-functional partners to drive resolution, unblock key decisions, and improve operational readiness for emerging risks.
Continuous Improvement & Strategic Impact

Identify systemic weaknesses across processes, policies, and tools — and drive measurable improvements.
Partner with the wider AirCover and Scaled Ops teams to shape roadmaps, strengthen safeguards, and refine how we manage high-stakes escalations globally.
Lead or contribute to cross-functional projects that enhance the escalation ecosystem from end to end.
4–6+ years of experience leading teams in high-pressure escalation, crisis management, or risk-related environments.

• Proven experience of incident management in a fast-paced environment.
• Demonstrated ability to manage multiple urgent, complex cases simultaneously without sacrificing quality or judgement.
• Strong performance management skills and experience developing individuals into senior-calibre escalation or risk specialists.
• Proven ability to influence and align senior stakeholders, even when priorities or perspectives differ.
• Strong operational judgement and the ability to balance risk mitigation with customer experience.
• Experience hiring and managing globally dispersed employees is a plus.

This position is Canada - 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 province where Airbnb Canada, Inc. has a registered entity. Currently we can hire in the following provinces: Our Commitment To Inclusion & Belonging:
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