Regional Operations Manager, Premium Support
Core
Provide exceptional Customer Service management to the Airbnb community by overseeing teams of managers and support agents, handling high-severity escalations, and driving operational performance.
Role type
Senior IC Regional Operations Manager (Customer Service)
Builds
Internal CS services for Airbnb hosts and guests
Domain
Travel & Hospitality / Customer Support Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Team management, coaching, crisis management, data analysis, strategic planning, performance management, hiring, process optimization
Preferred skills
Conflict resolution, cultural competency, change management, stakeholder collaboration
Technologies
Tableau, SQL, Excel, Google Sheets
Responsibilities
Oversee operational environment and ensure high quality support; manage execution of complex/sensitive/urgent issues; provide behavior-based coaching and performance development plans; set best practices and document ways of working; ensure appropriate staffing and training; drive performance at team and regional levels; manage people strategy including hiring and talent development; lead strategic initiatives and process improvements.
Seniority
Senior, hands-on IC with team leadership