Regional Operations Manager, Premium Support

<div class="content-intro"><p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</span></p></div><p><span style="font-family: arial, helvetica, sans-serif; color: #000000;"><strong>The Difference You Will Make:</strong></span></p> <p>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.</p> <p><span style="font-family: arial, helvetica, sans-serif; color: #000000;">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. </span></p> <p> </p> <p><span style="font-family: arial, helvetica, sans-serif; color: #000000;"><strong>A Typical Day: </strong></span></p> <p><span style="font-family: arial, helvetica, sans-serif; color: #000000;"><strong>Oversee a strong operational environment for your teams and ensure high quality support for the community from your team</strong></span></p> <ul> <li>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</li> <li>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).</li> <li>Provide best practices guidelines to your team on how to handle cases and situations, and ensure that ways of working are documented and followed.</li> <li>Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing trainings.</li> <li>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.</li> <li>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</li> </ul> <p><span style="font-family: arial, helvetica, sans-serif; color: #000000;"><strong>Drive performance at the team manager, regional, and service level</strong></span></p> <ul> <li>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</li> <li>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</li> <li>Ability to s ... (truncated, view full listing at source)