Regional Operations Manager, Premium Support

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 in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Community You Will Join: We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service management to the Airbnb community as a Regional Operations Manager. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service through coaching and upleveling their team. This is a full time position based in Ireland. The Difference You will Make: The Regional Operations Manager supports one or more internal CS services. The Regional Operations Manager is an operational leadership role that requires substantial experience in customer service and team management. Regional Operations Managers oversee teams of approximately 4-8 people managers who each manage teams of 8-15 support agents. ROMs should have the ability to guide and uplevel their team members, demonstrating top-level coaching skills and operations management knowledge. Strong organizational skills and the ability to balance real-time and planned work are also required. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality. A Typical Day: Oversee a strong operational environment for your teams and ensure high quality support for the community from your team - 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; must be able to 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. - For cases that involve internal stakeholders, guide your team to take proper action to case closure 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 - Ensure individual team members are held accountable to performance goals in a fair and equitable manner by setting clear expectations, following-up individually, and coaching team members positively to develop and improve their skills in a tailored way - Manage both team manager and regional performance, including identifying trends in performance, providing corrective actions and positive overall feedback, and writing year end reviews and improvement plans - Ability to set and articulate the vision and focus for the quarter; deliver that vision and focus through all hands-type meetings - Share input and recommendations about service target setting. - Provide oversight on the overall service performance and contribute to reporting on trends and providing a holistic picture of the service to the Delivery Director Build and nurture an engaged and diverse team - Own and manage end-to-end people strategy and operations within your team to foster a high performing and sustainable team environment. This includes hiring, driving onboarding, talent development, and people engagement/wellness/morale - Enable team and individual professional success through supporting and challenging your team to meet and exceed expectations with clear goals/expectations, feedback, one-on-ones, and coaching - Support team in professional development within team by finding and creating development opportunities and leveraging company-wide resources to regularly drive development within your team. - Keep up with day-to-day management duties such as time off approvals, team and one-on-one meetings, and managing Talent-related issues - Maintain a culture of openness, transparency and accountability allowing our teams to deliver their best work while being themselves - Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance and maintaining high standards of service to the company Support strategic initiatives within Delivery and your service as needed - Lead the team toward the successful execution of

Oversee operational environment for customer support teams and ensure high-quality community support. Manage execution of complex, sensitive, and urgent cases, acting as the highest escalation point for case consults and high-level escalations. Conduct regular 1:1s with direct reports to review work and develop behavior-based coaching; create performance development plans for service(s). Establish best practices and ensure documentation and adherence to processes. Ensure appropriate staffing, onboarding, and ongoing training. Guide teams on internal-case actions and, when needed, assist with hands-on case handling. Collaborate with Capacity Planning & WFP on minimum headcount, coverage, contingency planning, and staffing requirements. Drive performance at team manager, regional, and service levels; set clear expectations, monitor performance, implement corrective actions, and write year-end reviews and improvement plans. Communicate the quarterly vision and focus through all-hands or equivalent meetings; contribute to service target setting and reporting. Build and nurture an engaged, diverse team; manage end-to-end people strategy including hiring, onboarding, talent development, and wellbeing. Support professional development through coaching, development opportunities, and leveraging company resources; manage day-to-day personnel tasks such as time off approvals and managingTalent-related needs. Maintain a culture of openness, transparency, and accountability while upholding ethics and compliance. Lead involvement in Diversity & Belonging, Allyship, and high standards of service; support strategic initiatives within Delivery and the service.