Airbnb · 16 hours ago
Senior Routing & Channel Optimization Coordinator
United States
Full-time
Remote
Mid, Senior Level
$100K/yr - $115K/yr
3+ years expAirbnb is a global hospitality company that connects hosts and guests for unique stays and experiences. The Senior Routing & Channel Optimization Coordinator will support the strategic direction of the Channel Performance and Optimization team, focusing on optimizing routing rules and ensuring a seamless customer experience across various channels.
HospitalityMarketplaceMobile AppsPropTechTravelTravel Accommodations
Responsibilities
Collaborate with technical teams to drive optimization of the routing rules and flows to ensure optimum customer experience and business efficiency
Collaborate with technical teams and product managers to drive requirements & strategy for customer contact channels
Maintain industry knowledge of current & evolving technologies for channel routing and optimization
Define and drive routing prioritization including hours of coverage, overflows and service level protection
Work closely and collaboratively with CS operations and engineering teams to ensure reliable operations and SLAs are met or exceeded
Establish and support the ongoing process for real time updates to channel routing including updates to routing messages and announcements to cover all emergency situations and coordinate delivery through our real time teams
Queue management maintenance and updates
Support project teams in creating new routing flows, routing rules and agent permissions
Supports movement of work types between in house and partner operations by delivering changes to routing and routing rules
Actively support tactical changes during backlog situations with overflow routing, concurrency settings and conditional group routing ring timeouts
Work with the team and stakeholders across CS, Product and Engineering to ensure we are optimizing our contact routing
Support and consult on development of channel performance dashboards and alarms
Execution of roadmaps and plans for contact channels to support the business and collaboration with other areas of the business for prioritization within the overall roadmap
Qualification
Required
Strong technical CS experience in large scale operations
3+ years experience in similar role supporting channel routing, rules and configuration
Exceptional collaboration, partnership and influencing skills with the ability to work in a global environment across multiple locations and time zones
Demonstrated interpersonal skills to interface well with operations and business partners at all levels
Outstanding written and verbal communication ability to a diverse stakeholder audience, including a global team of C-level executives, product, and technical stakeholders
Strong customer engagement and relationship management skills
Comfortable in an ambiguous matrixed organisation
Strategic platform and system thinker who can balance big picture strategy with detailed, flawless execution
Creativity and ability to work independently with limited guidance with proven ability to create structures and develop operational concepts
High tolerance for ambiguity and ability to perform under pressure to meet deadlines
Self-motivated and driven, used to being in a fast-paced environment
Analytical - ability to tell a story with data and metrics, well developed problem solving and analytical skills, strong attention to detail
Preferred
Experience as a Genesys administrator is a plus
Bachelor's degree ideally in a business discipline
Benefits
Bonus
Equity
Benefits
Employee Travel Credits
Company
Airbnb
Airbnb is an online community marketplace for people to list, discover, and book accommodations through mobile phones or the Internet.
5001-10000 employees
H1B Sponsorship
Airbnb has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (234)
2024 (176)
2023 (160)
2022 (270)
2021 (250)
2020 (274)
Funding
Current Stage
Public CompanyTotal Funding
$6.44BKey Investors
VERSO CapitalJP Morgan ChaseFirstMark
2020-12-10IPO
2020-04-14Debt Financing· $1B
2020-04-06Private Equity· $1B
Leadership Team
Brian Chesky
Co-founder & CEO
Nathan Blecharczyk
Co-founder / Chief Strategy Officer
Recent News
Investing.com
2026-01-13
2026-01-09
Company data provided by crunchbase