Regional Operations Manager, Premium Support
Core
Provide exceptional Customer Service management to the Airbnb community by overseeing teams of managers and support agents.
Role type
Senior IC Regional Operations Manager (Customer Service)
Builds
High-quality support services for Airbnb hosts and guests
Domain
Travel & Hospitality / Customer Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Team management, coaching, operations management, crisis management, data analysis, strategic planning, performance management, hiring, process optimization
Preferred skills
Conflict resolution, stakeholder collaboration, diversity & inclusion leadership, change management, talent development
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; establish best practices and documentation; ensure appropriate staffing and training; collaborate on capacity planning and headcount; drive performance at team and regional levels; manage accountability and feedback cycles; build engaged diverse teams; own people strategy (hiring, onboarding, development); maintain culture of openness and accountability; lead strategic initiatives and process improvements.
Seniority
Senior, hands-on IC with team leadership