[Hiring] Regional Operations Manager @Airbnb

Role Description

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.

• 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
• Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching
• Provide best practices guidelines to your team on how to handle cases and situations
• Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing trainings
• Collaborate with Capacity Planning & WFP on setting minimum headcount and ensuring adequate coverage
• Drive performance at the team manager, regional, and service level
• Manage both team manager and regional performance, including identifying trends in performance
• Ability to set and articulate the vision and focus for the quarter
• Provide oversight on the overall service performance and contribute to reporting on trends
• Build and nurture an engaged and diverse team
• Own and manage end-to-end people strategy and operations within your team
• Enable team and individual professional success through supporting and challenging your team
• Keep up with day-to-day management duties such as time off approvals and managing Talent-related issues
• Maintain a culture of openness, transparency and accountability
• Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance
• Support strategic initiatives within Delivery and your service as needed
• Lead the team toward the successful execution of company or other strategic changes or goals
• Support internal Delivery performance & operations improvement projects
• Think critically and constantly evaluate our procedures

Qualifications

• 10+ years of progressive experience in a customer service or an operations role
• 5 years in a role directly managing staff & the employee lifecycle
• Demonstrable experience in driving improved performance of teams as a manager
• Experience in data analysis and reporting to identify performance trends
• Ability to work weekend days, holidays, and on-call required

Requirements

• Exceptional leadership and team management skills
• Strong communication skills to collaborate with different stakeholders
• Business Level of English, both written & spoken is required
• Organized and resourceful; able to juggle and multi-task
• In-depth understanding of customer service operations and processes
• Strategic thinking and problem-solving abilities
• Exceptional coaching skills
• Cultural competency and a strong commitment to fostering diversity and inclusion
• Proficiency in various data analysis and reporting tools (tableau, SQL, Excel, Google Sheets, etc.)

Benefits

• Airbnb is committed to working with the broadest talent pool possible
• Diverse ideas foster innovation and engagement