Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
The Community You Will Join:
You will join the Global Operations Training team. We support frontline teams and prepare them to best serve our customers. We are a global team with expertise in training design, development, delivery, and organizational development. Our mission is to empower everyone to deliver exemplary service through continuous and impactful learning. We work closely with Delivery and Optimization, Change Management, Service Enablement, Process Improvement, Quality, Analytics, Policy, and many other teams!
The Difference You Will Make:
As a Learning Facilitator, you will play a vital role in equipping frontline agents, support staff and leadership for success through the delivery of transformative training programs. The ideal candidate will possess strong facilitation skills and a strategic mindset to proactively identify and enhance training quality and effectiveness.
In this role, you will collaborate closely with our Vendor Training Managers, Training Coordinators, and an extensive network of vendor trainers to drive continuous improvements in training outcomes. By analyzing training quality and learner satisfaction scores, you will contribute to the refinement of our certification program, ensuring it meets the dynamic needs of our business and vendor network. Your efforts will be critical in establishing a highly consistent standard of training globally, positioning our team for exceptional performance.
A Typical Day:
- Facilitate engaging training sessions, both in-person and virtually, adapting to various learning styles.
- Provide feedback on training materials and curricula to improve overall quality and effectiveness.
- Monitor and analyze training metrics to assess program outcomes, offering data-driven recommendations for necessary adjustments.
- Support internal employees through onboarding and ongoing learning initiatives, ensuring all training materials are accessible and inclusive for diverse audiences.
- Conduct regular training audits and feedback sessions with vendors to improve training consistency and ensure a high standard of training quality.
- Collaborate with cross-functional teams to build out our trainer certification program, ensuring alignment with organizational goals and best practices.
Your Expertise:
- 2+ years of facilitation experience, specifically targeting adult learners in a corporate environment, demonstrating the ability to adapt training techniques to diverse audiences.
- Strong analytical skills, with a proven ability to measure, analyze, and report on training effectiveness using data to drive continuous improvement.
- Proficient in using learning management systems (LMS) and e-learning tools, with a track record of leveraging technology to enhance training delivery and participant engagement.
- Exceptional communication and interpersonal skills, capable of effectively engaging and inspiring a diverse range of audiences at all levels of the organization.
- Willingness to travel for training sessions and workshops, ensuring hands-on support and collaboration with teams in various locations. (Up to 40%)
- Self-motivated with excellent time management skills, strong attention to detail, and the ability to troubleshoot and creatively problem solve
Your Location:
This position is US - 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 state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.
Our Commitment To Inclusion & Belonging:
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.
We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [email protected]. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.
We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.
How We'll Take Care of You:
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
Top Skills
What We Do
Airbnb is a community based on connection and belonging—a community that was born in 2008 when two hosts welcomed three guests to their San Francisco home, and has since grown to 4 million hosts who have welcomed over 800 million guest arrivals to about 100,000 cities in almost every country and region across the globe. Hosts on Airbnb are everyday people who share their worlds to provide guests with the feeling of connection and being at home. At Airbnb, we believe that hosts, guests and the communities where we operate are all stakeholders we have a responsibility to serve, and that by serving them alongside our employees and investors, we will build an enduringly successful company.
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