Service Improvement Manager
Current
Jun 2022 - Present
AeroLeads people directory · profile
Heather Sharp Email & Phone Number
Global results driven leader, passionate about CX, EX and process improvement.
at
Airbnb
LinkedIn matched
✓ Verified May 2026
3 data sources
Profile completeness 86%
Current company
Role
Global results driven leader, passionate about CX, EX and process improvement.
Location
Phoenix, Arizona, United States
Company size
Who is Heather Sharp? Overview
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Quick answer
Heather Sharp is listed as Global results driven leader, passionate about CX, EX and process improvement. at Airbnb, a company with 14604 employees, based in Phoenix, Arizona, United States. AeroLeads shows a matched LinkedIn profile for Heather Sharp.
Heather Sharp previously worked as Service Improvement Manager at Airbnb and Service Manager, CommunitySupport at Airbnb. Heather Sharp holds Bachelor Of Science - Bs from Saint Peter'S University.
Company email context
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Airbnb
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Profile bio
About Heather Sharp
Global results-driven leader with 12+ years of extensive experience in managing global operations, defining business requirements with key stakeholders, identifying areas of improvement, and managing business transition projects. CORE COMPETENCIES AND ACHIEVEMENTS Change Leadership. Influenced change across a large call center with 1200+ agents, creating buy-in at every level through open dialogue, effective listening, and creating systems with the agent’s voice in mind. Continuous Process Improvement. Utilizes a high-touch approach to program management, looking at solutions from multi-phase, long-term success approach with frequent monitoring and assessment checkpoints. Operational and Technical Solutions. Designs and implements technical solutions and resources that streamline business operations and drive operational efficiencies through workflow optimization with the end user in mind. Program and Project Management. Proven track record of managing projects and programs that transformed business, working on multiple projects with competing deadlines and priorities, while adhering to project timelines and budgets. Vendor Relations Management. Managed SaaS and call center vendor relationships to create customized solutions that represented technical and functional teams during product enhancement and implementation meetings. Customer Experience and Satisfaction. Created customer experience framework that enabled agents to efficiently utilize systems and provide consistent operational excellence and deliver white glove service to premium cardmembers. Technical Release Management. Partners with IT leaders to define technical and functional requirements to improve internal and external customer experiences, and managed release of new systems and functionality updates.
Current workplace
Heather Sharp's current company
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Airbnb
9 roles
Heather Sharp work experience
A career timeline built from the work history available for this profile.
Service Manager, Communitysupport
Jan 2021 - Jun 2022
Senior Manager, Global Privacy Operations
*Aligned Senior Leaders with globalization strategy that complied with legislative requirements, while collaborating with key stakeholders to optimize process and implementing technical solutions *Delivered 66% reduction in resources, yielding 75% increase in efficiency and 70% reduction in SLA *Achieved 90% reduction in avoidable volume into GDPR.
Oct 2018 - Jun 2020
Head Of Global Instructional Design
*Transformed the performance of the instructional design team by recruiting appropriate talent, implementing capabilities for electronic design and delivery formats while restructuring SOP’s and establishing KPI’s *Launched Saba/Captivate platforms which centralized the training content and drove a 23% improvement in efficiency and consistency across.
Jan 2018 - Oct 2018
Senior Manager Customer And Merchant Engagement
*Owned and implemented global initiatives that improved customer and merchant experiences *Collaborated with technology to introduce skill queues, which established primary and overflow queues, launched escalation support, and ensured timely supervisor escalations across multiple communication channels *Established and maintained effective collaboration.
Aug 2017 - Jan 2018
Senior Manager: Travel And Lifestyle Services- Global Premium Service Strategy
*Led the development and delivery of an intuitive global customer relationship management MVP that enabled relationship managers to ensure portfolio compliance for premium cardmembers *Partnered with 3rd party vendors and IT leaders to design the UI/UX, advocating for the voice of the agent to define requirements, functionality and prioritization.
Jul 2015 - Jul 2017
Manager: Travel And Lifestyle Services - Network Service Strategy
*Implemented a sandbox environment to test effectiveness of the call roadmap by weaving required scripts into the natural flow of high value conversations for testing and vetting premium cardmembers *Achieved 35% reduction in After-Call Work (ACW) across the network, by reengineering the framework for call handling, successfully meeting the five-month.
Oct 2012 - Jul 2015
Analyst: World Services - Digital Merchant Servicing
Jun 2011 - Oct 2012
Senior Analyst: Open Relationship Care/Early Tenure Marketing
Apr 2008 - Jun 2011
Team & coworkers
Colleagues at Airbnb
Other employees you can reach at airbnb.com. View company contacts for 14604 employees →
CR
Chuck Romero
Colleague at Airbnb
Broussard, Louisiana, United States, United States
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AR
Ash Reen
Colleague at Airbnb
Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia, Malaysia
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OO
Olivia Oakley
Colleague at Airbnb
Casey, Illinois, United States, United States
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ZJ
Zing Jin
Colleague at Airbnb
Los Angeles Metropolitan Area, United States
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WF
Wesam Fathy
Colleague at Airbnb
Dubai, Dubai, United Arab Emirates, United Arab Emirates
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IL
Isaque Lima
Colleague at Airbnb
Penha, Santa Catarina, Brazil, Brazil
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LW
Leanore Wallace
Colleague at Airbnb
San Francisco, California, United States, United States
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JW
Jeremy Willems
Colleague at Airbnb
London, England, United Kingdom, United Kingdom
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FF
Farah Faatmah
Colleague at Airbnb
Dubai, Dubai, United Arab Emirates, United Arab Emirates
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DO
Douglas Obasi
Colleague at Airbnb
Lagos, Lagos State, Nigeria, Nigeria
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Chuck Romero
Colleague at Airbnb
Broussard, Louisiana, United States, United States
View →
AR
Ash Reen
Colleague at Airbnb
Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia, Malaysia
View →
OO
Olivia Oakley
Colleague at Airbnb
Casey, Illinois, United States, United States
View →
ZJ
Zing Jin
Colleague at Airbnb
Los Angeles Metropolitan Area, United States
View →
WF
Wesam Fathy
Colleague at Airbnb
Dubai, Dubai, United Arab Emirates, United Arab Emirates
View →
IL
Isaque Lima
Colleague at Airbnb
Penha, Santa Catarina, Brazil, Brazil
View →
LW
Leanore Wallace
Colleague at Airbnb
San Francisco, California, United States, United States
View →
JW
Jeremy Willems
Colleague at Airbnb
London, England, United Kingdom, United Kingdom
View →
FF
Farah Faatmah
Colleague at Airbnb
Dubai, Dubai, United Arab Emirates, United Arab Emirates
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DO
Douglas Obasi
Colleague at Airbnb
Lagos, Lagos State, Nigeria, Nigeria
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1 education record
Heather Sharp education
FAQ
Frequently asked questions about Heather Sharp
Quick answers generated from the profile data available on this page.
What company does Heather Sharp work for?
Heather Sharp works for Airbnb.
What is Heather Sharp's role at Airbnb?
Heather Sharp is listed as Global results driven leader, passionate about CX, EX and process improvement. at Airbnb.
Where is Heather Sharp based?
Heather Sharp is based in Phoenix, Arizona, United States while working with Airbnb.
What companies has Heather Sharp worked for?
Heather Sharp has worked for Airbnb, Groupon, American Express, and American Express Open.
Who are Heather Sharp's colleagues at Airbnb?
Heather Sharp's colleagues at Airbnb include Chuck Romero, Ash Reen, Olivia Oakley, Zing Jin, and Wesam Fathy.
How can I contact Heather Sharp?
You can use AeroLeads to view verified contact signals for Heather Sharp at Airbnb, including work email, phone, and LinkedIn data when available.
What schools did Heather Sharp attend?
Heather Sharp holds Bachelor Of Science - Bs from Saint Peter'S University.
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