Regional Operations Manager, Premium Support

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Airbnb

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2007

✈️ Travel

📦 Logistics

🛍️ eCommerce

💰 Post-IPO Equity on 2020-12

Travel • Logistics • eCommerce

Airbnb is a global online marketplace that connects people looking for accommodation with hosts offering unique and diverse lodging options, often in residential properties. Users can book spaces ranging from one-bedroom apartments to entire homes and boutique hotels. Airbnb also offers experiences, allowing guests to book activities hosted by locals, providing an authentic travel experience.

📋 Description

• Oversee operational environments for customer service teams and ensure high-quality community support • Manage complex, sensitive, and urgent issues, including high-level escalations and case consultations • Coach direct reports and create performance development strategies • Establish case-handling best practices and ensure documented ways of working are followed • Ensure appropriate staffing, onboarding, and ongoing training • Collaborate with Capacity Planning and WFP on headcount, coverage, contingency planning, and staffing needs • Drive team manager, regional, and service-level performance • Set quarterly vision and focus and communicate it through all-hands meetings • Provide service performance oversight and reporting to the Delivery Director • Own end-to-end people strategy, including hiring, onboarding, talent development, engagement, wellness, and morale • Support professional development through feedback, one-on-ones, coaching, and development opportunities • Manage time-off approvals, meetings, and Talent-related issues • Maintain openness, transparency, accountability, diversity, belonging, ethics, and compliance standards • Lead teams through strategic changes and company initiatives • Support Delivery performance and operations improvement projects • Evaluate procedures, collect team feedback, and optimize processes for the team, service, and global community

🎯 Requirements

• 8+ years of progressive experience in customer service or operations • 5 years in a role directly managing staff and the employee lifecycle, ideally managing other managers • Demonstrable experience improving team performance as a manager • Experience deploying resources during real-time crisis situations • Experience managing high-severity and high-sensitivity cases • Decision-making authority for losses • Experience with data analysis and reporting to identify performance trends • Experience developing and implementing performance management standards • Experience translating broad goals and strategy into concrete team actions • Experience setting operational or functional targets and performance goals • Ability to work weekend days, holidays, and on-call shifts • Exceptional leadership and team management skills • Ability to handle conflict, feedback, and employee/Talent issues • Strong communication skills for stakeholder collaboration and sensitive cases • Strong organizational, multitasking, resourcefulness, attention to detail, and follow-through • In-depth understanding of customer service operations and processes • Strategic thinking and problem-solving abilities • Ability to lead teams through organizational changes • Exceptional coaching skills and high emotional intelligence • Cultural competency and commitment to diversity and inclusion • Proficiency with data analysis and reporting tools, including Tableau, SQL, Excel, and Google Sheets • Must live in a province where Airbnb Canada, Inc. has a registered entity; currently eligible provinces are Alberta, Ontario, British Columbia, Quebec, and Saskatchewan

🏖️ Benefits

• Bonus eligibility • Equity eligibility • Benefits • Employee Travel Credits • Remote work eligibility • Occasional office work or attendance at offsites, as agreed with the manager • Disability-inclusive application and interview process • Reasonable accommodation during the recruiting process