Responsable des opérations régionales, Support Premium
Core
Managing regional operations and premium user support for the Airbnb community, leading a team of 10-15 ambassadors to ensure high-quality service and resolve complex issues.
Role type
Senior Operations Manager (User Support)
Builds
Premium user support services and operational stability for Airbnb hosts and guests
Domain
Travel & Hospitality / Customer Support Operations
Deliverable
client delivery
Required skills
Team leadership, crisis management, data analysis, performance management, strategic planning, talent acquisition, process optimization
Preferred skills
Experience in diversity and inclusion initiatives, change management, cross-functional collaboration
Technologies
None stated
Responsibilities
Lead and motivate a team of 10-15 support ambassadors; resolve complex, high-risk cases and serve as the highest escalation point; develop performance strategies and coaching plans; manage hiring, onboarding, and talent development; define and track quarterly operational objectives; optimize support processes and workflows; report on service trends to senior leadership.
Seniority
Senior, hands-on IC with management responsibilities