Regional Operations Manager - Premium Support

3w3 weeks ago

Airbnb

IE · Full-time · €96,000 – €120,000

About this role

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals across the globe. We are seeking a dedicated and enthusiastic Regional Operations Manager to provide exceptional Customer Service management to the Airbnb community, based in Ireland.

In this operational leadership role, you will oversee teams of approximately 4-8 people managers who each manage teams of 8-15 support agents. A typical day involves managing the execution of complex, sensitive, and urgent issues that might pose a significant risk to our brand or community, including acting as the highest escalation point for case consults and high-level escalations from other stakeholders.

You will meet regularly with your direct reports to review their work and provide high-quality, behavior-based coaching, creating performance development strategies for your service(s). You will also collaborate with Capacity Planning and Workforce Planning on setting minimum headcount, ensuring adequate coverage, and advocating for staffing needs versus volume and work.

This role requires a candidate who is hospitable, analytical, and committed to delivering the highest standards of service through coaching and upleveling their team. You will drive performance at the team manager, regional, and service level, setting clear expectations and providing corrective actions and positive feedback in a fair and equitable manner.

Requirements

Substantial experience in customer service and team management
Ability to guide and uplevel team members, demonstrating top-level coaching skills and operations management knowledge
Strong organizational skills and the ability to balance real-time and planned work
Adaptable and responsive in a fast-paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, and efficient
High level of professionalism and confidentiality
Ability to set and articulate the vision and focus for the quarter
Experience managing both team manager and regional performance, including identifying trends, providing corrective actions, and writing year-end reviews and improvement plans

Responsibilities

Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community, including acting as the highest escalation point for case consults and high-level escalations from other stakeholders
Meet with your direct reports regularly to review their work and provide high-quality, behavior-based coaching; create a performance development strategy/plan for your service(s)
Provide best practices guidelines to your team on how to handle cases and situations, and ensure that ways of working are documented and followed
Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing trainings
Guide your team to take proper action to case closure for cases involving internal stakeholders, and in rare cases, support with in-the-weeds case handling
Collaborate with Capacity Planning & WFP on setting minimum headcount, ensuring adequate coverage, contingency planning impacts of changes, and advocating for staffing needs vs. volume/work
Drive performance at the team manager, regional, and service level by setting clear expectations, following up individually, and coaching team members positively to develop and improve their skills in a tailored way
Set and articulate the vision and focus for the quarter; deliver that vision and focus through all hands-type meetings

Benefits

Full-time position based in Ireland
Opportunity to work for a global hospitality leader with over 5 million hosts
Role focused on coaching and upleveling a team of people managers and support agents
High level of autonomy and ownership over operational leadership for premium support services