We're looking for an Operations Lead to act as a bridge between the Office of the CEO (OCEO) and Dropbox's business units, helping operationalize our company-wide business rhythms with rigor, clarity, and consistency.
\nThis is an individual-contributor role requiring comfort working with executive leaders, Chiefs of Staff, embedded operational teams, and EPD partners. The ideal candidate is scrappy, detail-oriented, and systems-minded , someone who can quickly build context, earn trust, and drive clarity in complex environments.
\nResponsibilities:
\nRequirements:
\nPreferred Qualifications:
\nCompensation:
\nCanada Pay Range $128,400-$173,700 CAD
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\nKey responsibilities include: Developing complex component and system layouts for ATV/SxS prototype vehicles using computer-aided design software. Communicating specification requirements and manufacturing control points via prototype and production drawings. Establishing or contributing to establishing cost targets for responsible parts. Creating and managing schedules of individual work to ensure deadlines are met. Generating high-level ideas and contributing to building strategies that support the evolution of new technologies. Supporting market quality themes and utilizing problem-solving methods to analyze root causes.
\nThe successful candidate will have a bachelor's degree in a related field, 2+ years of engineering experience, and strong leadership, coaching, and mentoring skills. They will also be competent in FTA, FMEA, dimensional tolerance stack-ups, and application, as well as analytical, problem-solving, judgment, decision-making, and prioritization.
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\nThis is a full-time position based in South Korea. The Senior Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a Senior Specialist, Premium Support, you will be primarily responsible for providing end-to-end support to key members of our community experiencing an issue with their reservation, including but not limited to the Luxury segment.
\nA Senior Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They will be expected to work in strong autonomy, being able to assess a case & constantly looking for the right solution for both Host, Users and internal stakeholders.
\nAs part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below.
\nThe ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.
\nA Typical Day:
\nComplex case management: Provide the highest level of service to our community in each and every case, including handling the service’s most severe and urgent cases - Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools - Take end-to-end ownership of all assigned cases: ensuring a complete final resolution is reached based on workflows, management guidelines & your own assessment of the case situation - Become a subject matter expert in Airbnb policies and procedures - Explains and simplify complex information, provide appropriate context, and address complex questions with confidence - Ability to negotiate & mediate between Host & Guest in resolving the issues at hand on high-stake & high-value reservations - Proactively anticipate users expectations regarding case resolution and work towards the best outcome for all parties involved, thinking outside the box & constantly looking for compromises - Manage highly sensitive cases end to end that might include working cross functionally with Legal, Policy, other services, etc. - Operate in full autonomy, making the decisions to follow or go outside of workflows to resolve our customers issues with the best outcome possible from both our community & business expectations
\nCombining efficiency with bespoke quality: Set the gold standard for performance for the service, providing consistently personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention - Acts consistently impeccably in handling of customer-facing casework, personalizing communications and demonstrating the highest hospitality standards - Drive cases to conclusion with a sense of urgency and without error, using strong judgment to make exceptions in ambiguous situations
\nParticipating in your team’s improvement: Leverage your functional operational knowledge to proactively lead the team to succeed - Provide insights about community experience and continuous improvement opportunities to your Management - Supports the simplification of complex processes and ways of working within the team - Supports Management on initiatives as assigned, such as to drive performance improvements, supporting management on consultations, acting as an SME, etc. - Supports onboarding of new employees - Be a positive force in the team and help management drive & land changes with the least frictions possible - Willing to take on various tasks and responsibilities as needed (including moving teams) and showing openness to new challenges and a proactive approach to work
\nStakeholder engagement: You build and maintain strategic partnerships to achieve team or functional goals - Demonstrates a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues relying on management when in doubt - Write clearly and concisely, translating complex ideas to multiple audiences, and knowing which stakeholder needs to be consulted about what - Build & nurture relationships outside of your team - You are on-call to handle emergency situations in the evenings & weekends - Inspire a culture where quality is a core principle.
\nThe responsibilities listed above are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out above may change and additional duties may be assigned as needed.
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