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Airbnb

Regional Operations Manager, Premium Support

RemoteCanada only
Published
Role
Operations
Experience
Lead
Employment
Full-time
Company size
Enterprise
CAD 115k–CAD 144k/yr
Check eligibility

Open to CA only. Set where you work from to check your eligibility.

No BS summary

Operations/support manager for Airbnb Premium Support in Canada, with 10+ years in customer support or operations and 5+ years managing people. Must have crisis/escalation handling, performance management, data/reporting skills, and ability to work weekends, holidays, and on demand.

Core skills

TableauSQLExcel

Required skills

Google Sheets

What you'll do

  • Provide a strong operational environment for teams and ensure high-quality support for all team members.
  • Manage the team in resolving complex, sensitive, or urgent issues that could pose significant risk to the brand or users.
  • Act as the highest escalation point for case consultations and high-level escalations from other stakeholders.
  • Meet regularly with direct reports to review their work and provide high-quality coaching based on behavioral coaching.
  • Create a performance development strategy or plan for the department or departments.
  • Give the team guidance on best practices for handling cases and situations.
  • Ensure working methods are documented and followed.
  • Ensure the team is always staffed with competent people and that onboarding and ongoing training are completed.
  • Guide ambassadors on actions to close cases involving internal stakeholders.
  • Assist ambassadors in rare cases of workload overload.
  • Collaborate with capacity management and workforce planning stakeholders to define minimum staffing, ensure sufficient staffing, assess emergency-planning impacts, and advocate for staffing needs based on workload volume.
  • Drive ambassador, team, and department performance.
  • Ensure team members are held accountable for performance objectives fairly and equitably by setting clear expectations, providing individual follow-up, and coaching them constructively to develop and improve their skills individually.
  • Manage ambassador and team performance, including identifying performance trends, proposing corrective actions and positive overall feedback, and writing year-end reviews and improvement plans.
  • Define and properly communicate quarterly objectives through team meetings.
  • Provide feedback and recommendations on department goal setting.
  • Oversee overall department performance and provide trends and an overall department summary to the delivery director.
  • Build and retain an engaged and diverse team.
  • Manage end-to-end people strategies and operations within the ambassador team to foster a high-performing and sustainable work environment.
  • Handle hiring, onboarding, talent development, motivation, and employee well-being.
  • Support professional success for the team and each member by helping and encouraging them to meet or exceed expectations through clear goals, feedback, one-on-ones, and coaching.
  • Support team professional development by finding and creating development opportunities and leveraging company-wide resources to motivate the team regularly.
  • Stay current on daily management tasks such as leave approvals, team meetings, one-on-ones, and talent management.
  • Maintain a culture of openness and transparency that encourages accountability and helps teams do their best while preserving individuality.
  • Show strong leadership on diversity and acceptance, community engagement, ethics, compliance, and maintaining high service quality within the company.
  • Support strategic delivery initiatives and initiatives within the department.
  • Help the team meet objectives and adapt to strategic changes within the department by cascading updates and changes, communicating new requirements, and providing feedback.
  • Support internal projects to improve delivery operations and performance as needed, in collaboration with the delivery excellence team and cross-functional partners.
  • Critically evaluate procedures continuously.
  • Collect feedback from team members to identify opportunities to improve performance and optimize processes at the team, department, and user-wide levels.

What they require

  • At least 10 years of progressive experience in customer support or operations, including 5 years in a direct people-management and employee lifecycle role.
  • Proven experience improving team performance as a line manager.
  • Experience deploying resources to manage real-time crisis situations, including high-severity or high-sensitivity case management and decision-making authority for losses.
  • Experience analyzing data and reporting to identify performance trends, and developing and implementing performance management standards.
  • Experience translating overall strategies and objectives into concrete, actionable work for teams, including creating operational, functional, or performance goals.
  • Ability to work weekends, holidays, and on demand.
  • Exceptional leadership and management skills for teams of professionals.
  • Ability to manage conflict, provide and receive feedback, and handle employee and talent issues.
  • Strong communication skills to collaborate with different stakeholders and manage sensitive cases while staying calm under pressure.
  • Organization and resourcefulness.
  • Ability to juggle tasks and multitask with attention to detail and ability to complete cases even in ambiguous situations.
  • Deep understanding of customer support operations and processes.
  • Ability to transfer knowledge to the team.
  • Strategic thinking and problem-solving skills to evaluate procedures and identify improvement opportunities.
  • Ability to adapt to context and lead the team through change.
  • Exceptional coaching skills, strong emotional intelligence, and ability to adapt feedback and communication style to the needs of coached or sponsored people.
  • Cultural competence and strong determination to encourage diversity and inclusivity within the team.
  • Proficiency with various data analysis and reporting tools to track performance trends.
  • Successful candidate must be based in Canada to perform the work.
  • Currently employees may be located in British Columbia, Ontario, Quebec, Alberta, or Saskatchewan.

Benefits

  • May be eligible for bonus.
  • May be eligible for equity.
  • May be eligible for benefits.
  • May be eligible for Employee Travel Credits.

Airbnb

American online platform for rental accommodations

🇺🇸 United StatesHospitalityEnterpriseairbnb.com/

What people say about this company

4.2/ 5

Details

Apply routeGreenhouse
CAD 115k–CAD 144k/yr