Nicole A.
Voice of Customer & Operations @ Airbnb
- Role
- Voice of Customer & Operations Program Manager at Airbnb
- Location
- Irvine, CA, US
- LinkedIn followers
- 500 followers
Experience
Voice of Customer & Operations Program Manager
Mar 2024 — Present
Own end-to-end business operations for the global survey which measures the customer experience (CSAT, NPS, CES) of millions of Airbnb Guests and Hosts following their interaction with Customer Support- Responsible for multi-million dollar contract and vendor management with Medallia, ensuring seamless survey operations and platform stability. Launching several major initiatives which involved close partnership with Medallia and internal teams including Product, Engineering, Analytics, Quality- Develop and launch the first-ever survey funnel dashboard, improving visibility into survey distribution and response tracking. This enabled more reliable data tracking and enhanced accuracy of key top-line metrics like NPS and CSAT.
Education
UCLA
Bachelor of Science - BS, Molecular Biology
2011 — 2015
Skills
- Cloud Computing
- Business Analysis
- Strategy
- Sas Programming
- Public Speaking
- Microsoft Excel
- Analytics
- Microsoft Powerpoint
- Project Management
- Management
- Data Analysis
- Leadership
- Crm
- Paas
- Tableau
- Sql
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