AirbnbManager, Open Homes Community Support
Oct. 2017 - May. 2020San Francisco / RemoteManaging global operational support teams for Open Homes; Airbnb's humanitarian platform for disaster relief, refugee housing, and medical stays. Solved customer issues for non-profit partners and their clients, resulting in more than 60,000 people housed. Built and maintained operating procedures (customer support playbook, workflow creation, service platform, SLA’s, KPI’s, and quality assurance) all designed to iterate over time. Nurtured collaborative relationships with non-profit partners, providing on-boarding, training, account management, and personalized support for more than 50 global NGOs in the medical, refugee, and disaster sectors. Conducted user research/insights and product feedback audits for company stakeholders. Participated in project management & program support. Coordinated service operations during Disaster Response deployments and COVID-19 crisis.