Regional Operations Manager, Premium Support

3 hours, 22 minutes ago
Full-time
Lead
Customer and Technical Support
Airbnb

Airbnb

Airbnb is the world's largest community-driven hospitality company, offering homes and experiences in 191 countries. It is an online marketplace connecting people to unique accommodations and experiences globally.

Hotels, Restaurants & Leisure
5K-10K
Founded 2008

Description

  • Oversee operational performance for one or more internal customer service services and act as the highest escalation point for sensitive or urgent cases.
  • Manage and coach 4-8 people managers who each lead teams of support agents.
  • Provide regular behavior-based coaching, performance feedback, and development plans for direct reports.
  • Establish and document best practices for case handling, ways of working, and service standards.
  • Ensure teams are appropriately staffed, onboarded, and trained.
  • Partner with Capacity Planning and Workforce Planning on headcount, coverage, and contingency planning.
  • Set expectations, monitor accountability, and manage performance across team manager, regional, and service levels.
  • Write year-end reviews, improvement plans, and provide input on service target setting.
  • Own end-to-end people strategy and operations, including hiring, talent development, engagement, wellness, and morale.
  • Lead strategic initiatives, communicate changes, gather team feedback, and help improve service processes and performance.

Requirements

  • 8+ years of progressive experience in customer service or operations roles.
  • 5+ years of experience directly managing staff and the employee lifecycle, ideally including management of other managers.
  • Experience improving team performance as a manager.
  • Experience deploying resources during real-time crisis situations and handling high-severity or high-sensitivity cases.
  • Experience with data analysis and reporting to identify performance trends and support performance management standards.
  • Experience translating strategy into concrete operational goals and actions for teams.
  • Ability to work weekend days, holidays, and on-call shifts.
  • Exceptional leadership, communication, organizational, and problem-solving skills.
  • Proficiency with data analysis and reporting tools such as Tableau, SQL, Excel, and Google Sheets.
  • Experience managing employee or talent issues, giving feedback, and working cross-functionally in a fast-paced environment.

Benefits

  • Annual base pay range of €96,000 to €120,000 EUR.
  • Eligibility for bonus compensation.
  • Eligibility for equity.
  • Benefits package included.
  • Employee Travel Credits.

Interested in this position?

Apply directly on the company website

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