Jill Lu - Business Operation for Experience at Airbnb
Objective:
- Get new insights on remote hosting initiative for a better quality service and customer experience
https://youtu.be/DH6NvByX6vY
Hometown:
Taiwan
Education:
National Tsing Hua University, Bachelor of Arts
About:
Accomplished account manager in fast paced tech industry consistently excelling in the field, leading with strong initiatives and resourcefulness to enable customer success. Thrives especially in multicultural and interdisciplinary.
What she’s been done:
Similar to Home, we have host segmentation for Experiences product. Our team develop different segmentation for experiences host and give phone consultation based on data insights. Help host to optimize their experiences and improve quality.
Also responsible for coming out with initiatives/localized solutions for business priorities. I had initiated a loyalty program for APAC hosts. The most recent project was optimizing online experiences reviewing workflow.
Experiences:
- Airbnb, Customer Success for Homes/Experience, Business Operations for Experience (2015)
- Calvin Klein, Fashion Associate (2014)
- VERY Conception Corporation Taiwan Co. Ltd, Creative Project Manager (2013)
- King Space Art Gallery, Sales Director (2012)
Meeting Takeaway:
- New ideas on remote hosting
- Interaction is a must, even you can’t meet them you can be thoughtful
- We can make polaroid photo
- We can serve Bali’s traditional food or snack
- Guiding book for bugs/cicak/etc (that you make personal for your guests)
- We can make it as a colouring book
- Make something humorous to educate the guests
- Actively listening and understanding the people
- Sometimes the guest will forget that they need our help, usually they put emotion at the first place
- We can show our empathic/sympathy through our tone
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List of Questions:
Questions | Discussion | Discussion |
I saw that you were graduated from Art Major, what makes you change to fashion and then brings you to Airbnb?
| #Jing
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