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:
When a significant incident impacts, or threatens to impact, our community or company, Global Crisis Management works to coordinate a swift and effective company-wide response to the crisis in order to mitigate harm and best support those affected. Our team is composed of dedicated professionals who possess both a breadth and depth of institutional knowledge striving to always do the right thing in intense, and often ambiguous, situations.
The Difference You Will Make:
As Manager, Disaster Response within the Global Crisis Management team, you will play a pivotal role in a dynamic team dedicated to mitigating the impact of unexpected events by preparing, acting decisively, and doing what is right for all of our stakeholders.
A Typical Day:
Team Leadership & Development
- Lead the daily operations of a team of global Disaster Response Coordinators, ensuring consistent execution, sound judgment, and high-quality output.
- Coach, mentor, and develop team members through ongoing feedback, performance management, and career development planning.
- Establish clear expectations, workflows, and quality standards across the team.
- Identify performance trends and gaps, implementing targeted coaching and training to drive continuous improvement.
- Foster an inclusive, accountable, and high-performing team culture.
- Own the design and delivery of team programming, including agendas and content for team gatherings, training, and offsites to drive alignment and growth.
Operational Oversight & Quality
- Ensure smooth day-to-day operations, including disaster queue management, escalation handling, and workload balancing.
- Take ownership of critical operational tasks while remaining agile in response to emerging needs and shifting priorities.
- Partner with the Disaster Response Lead to execute team priorities, processes, and tooling enhancements.
- Lead the team in delivering company-wide and strategic initiatives aligned with organizational goals.
- Collaborate with Senior Coordinators to refine global operational workflows, driving consistency and excellence across regions.
- Proactively identify challenges and opportunities, driving improvements to workflows, tooling, and overall operational efficiency, and ensuring effective implementation of solutions.
Disaster Response & Cross-Functional Collaboration
- Apply strong judgment to assess disaster impact and guide response actions, supporting the team in day-to-day response management.
- Partner closely with the Disaster Response Lead and Regional Senior Coordinators during high-severity and enterprise-wide crises to drive coordinated, global responses.
- Maintain close, ongoing alignment with Regional Senior Coordinators on response strategy, coverage, and execution.
- Provide clear guidance and oversight during complex or sensitive situations, ensuring decisions are timely, well-reasoned, and aligned with company priorities.
- Coordinate execution of high-stakes crisis responses in collaboration with the Disaster Response Lead, managing urgent and nuanced scenarios with precision and care.
- Build strong cross-functional partnerships (e.g., Community Support, Legal, Public Policy, Communications) to enable effective decision-making and cohesive, end-to-end responses.
Individual Development
- Anticipate global trends and emerging threats, proactively researching their potential impact on Airbnb’s operations and community.
- Champion learning and development by pursuing opportunities to enhance knowledge, skills, and industry expertise, setting an example for the broader team.
- Actively contribute to the evolution of disaster response and crisis management practices, positioning Airbnb as an industry leader in global crisis preparedness.
Key Attributes
- People Management: Experienced with delegating tasks and decisions appropriately to a team. Willing to take charge of others, including responsibility for their work, goals, performance, and growth. Helping employees develop and grow in their own roles and beyond.
- Communication and Presentation: Exchange complex information and ideas effectively, adapting to a range of audiences. Pay careful attention to detail in written and spoken communications. Build cross-functional credibility, trust and connection through communication.
- Strategic Mindset: Develop processes improvements and best practices considering long term needs and solutions.
- Problem Solving and Managing Complexity: Consider all of the factors at play, including financial, brand, and customer satisfaction risks when deciding how we should respond to an incident. Implement a clear strategy for tackling complex problems. When needed, develop new and creative ways of working that address stakeholder needs and existing gaps.Functional Knowledge: Evaluate incidents with a clear understanding of the different needs of all of our internal and external communities, anticipating unintended consequences and effectively calculating tradeoffs. Possess a strong level of understanding about the policies our team works with, and be able to communicate rationale for decisions made and actions taken.
Your Expertise:
- A minimum of 8 years in formal leadership and direct supervision roles, with global leadership experience being a strong advantage.
- Strong experience in formal coaching, development, and training.
- Demonstrated business acumen and ability to align team execution with organizational priorities.
- Exceptional written and verbal communication skills, with the ability to convey complex information clearly and effectively.
- Outstanding attention to detail, a proactive approach to problem-solving, and a track record of reliable follow-through.
- Willingness to work weekends and adjust to flexible hours to effectively support a 24/7 team spanning three regions.
- Capacity to work unexpected hours during critical situations or emergencies.
- Availability to travel occasionally as required.
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: reasonableaccommodations@airbnb.com. 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.