Regional Operations Manager, Premium Support

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

Lead the team toward the successful execution of company or other strategic changes or goals within your service by cascading updates and changes, communicating new requirements, and providing feedback Support, as needed, internal Delivery performance & operations improvement projects, in collaboration with the Delivery Excellence team and cross-functional partners Think critically and constantly evaluate our procedures. Collect feedback from the team to identify opportunities to improve performance and better optimize processes for the team, service, and global community

Lead the team toward the successful execution of company or other strategic changes or goals within your service by cascading updates and changes, communicating new requirements, and providing feedback

Support, as needed, internal Delivery performance & operations improvement projects, in collaboration with the Delivery Excellence team and cross-functional partners

Think critically and constantly evaluate our procedures. Collect feedback from the team to identify opportunities to improve performance and better optimize processes for the team, service, and global community

Your Expertise:

8+ years of progressive experience in a customer service or an operations role, with 5 years in a role directly managing staff & the employee lifecycle, ideally managing other managers

Demonstrable experience in driving improved performance of teams as a manager

Experience in the deployment of resources to manage real-time crisis situations, including managing high severity/sensitivity cases and decision-making authority for losses

Experience in data analysis and reporting to identify performance trends, as well as developing and implementing performance management standards

Experience translating big picture goals and strategy into implementable and concrete actions for your teams, including setting operational or functional targets or performance goals

Ability to work weekend days, holidays, and on-call required

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

We use automated tools to help our recruiting team efficiently screen a large volume of applications. All final hiring decisions are made by a human reviewer.

This role is newly created and does not replace or backfill an existing position.

How We'll Take Care of You:

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.