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 difference you will make:

We are looking for a dedicated and enthusiastic person to provide exceptional management of user support for the Airbnb community as a Manager. The ideal candidate is welcoming, possesses analytical skills, and is committed to ensuring optimal service by mentoring and motivating their team.

The Manager oversees one or more internal user support departments. The Manager must fulfill an operational leadership role that requires solid experience in user support and team management. Managers supervise teams of approximately 10 to 15 ambassadors and must be able to guide and motivate them, demonstrating optimal user support skills. Strong organizational skills and the ability to balance real-time work with planned tasks are also required. Future managers must also be responsive and capable of adapting to our dynamic environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient, and possessing a high level of professionalism and confidentiality.

A typical day:

• Provide a solid operational environment for your teams and ensure high-quality support for all members of your team.

  • Manage the team in resolving complex, delicate, or urgent issues that could pose a significant risk to our brand or our users, specifically by serving as the highest point of escalation for case-related consultations and high-level escalations from other stakeholders.
  • Meet regularly with your direct reports to review their work and provide high-quality guidance based on behavioral coaching, and be able to create a strategy/performance development plan for your department(s).
  • Provide instructions to your team on recommended practices for handling cases and situations, and ensure that work methods are documented and followed.
  • Ensure that the team is always composed of competent individuals, and that onboarding and ongoing training are properly completed.
  • When cases involve internal stakeholders, instruct ambassadors on the steps to take to close them and assist them in rare cases of workload overload.
  • Collaborate with capacity management and workforce planning personnel to define minimum staffing, ensure sufficient coverage, determine the impacts of changes on contingency planning, and recommend staffing needs based on workload volume.

• Drive performance for ambassadors, the team, and the department.

  • Ensure that team members can be held accountable for performance goals in a fair and equitable manner by setting clear expectations, providing individual follow-up, and coaching them constructively to develop and improve their skills in a personalized way.
  • Manage ambassador and team performance, including identifying performance trends, proposing corrective actions and positive overall feedback, and writing year-end reports as well as improvement plans.
  • Be able to correctly define and communicate quarterly goals during team meetings.
  • Provide feedback and recommendations on setting department goals.
  • Oversee overall department performance and be able to provide trends and an overall description of the department to the Director of Operations.

• Build and retain an engaged and diverse team.

  • Manage end-to-end personnel strategies and operations within your ambassador team to foster a high-performing and sustainable work environment. This responsibility includes hiring, onboarding, talent development, as well as employee motivation and well-being.
  • Foster the professional success of the team and each of its members by supporting and encouraging them to meet or even exceed expectations through clear goals, feedback, one-on-one meetings, and coaching.
  • Support the team's professional development by finding and creating development opportunities and leveraging company-wide resources to keep them regularly motivated.
  • Stay up to date with daily management tasks such as leave approvals, team meetings, one-on-one interviews, and talent management.
  • Maintain a culture of openness and transparency, encouraging everyone to take responsibility, to help our teams do their best work while preserving their individuality.
  • Demonstrate strong leadership skills on important issues such as diversity and inclusion, social engagement, ethics, compliance, and maintaining high service quality within the company.

• Support strategic initiatives for operations and within your department.

  • Help the team achieve goals and adapt to strategic changes, whether they come from the company or elsewhere, within your department by cascading updates and changes, communicating new requirements, and providing feedback.
  • Support internal operations and service performance improvement projects as needed, in collaboration with the Service Excellence team and cross-functional partners.
  • Have a critical eye and continuously evaluate our procedures. Gather feedback from team members to identify opportunities for performance improvement and process optimization at the team, department, and overall user level.

Your expertise:

• At least 10 years of progressive experience in user support or operations, including 5 years in a direct personnel management and employee lifecycle role.
• Proven experience in improving team performance as a direct supervisor.
• Experience in deploying 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 in translating global strategies and goals into concrete, actionable steps for your teams, with the creation of operational or functional goals, or performance goals.
• Ability to work weekends, holidays, and on-call.

Your skills and expertise

• Exceptional leadership and management skills for teams of professionals. Know how to manage conflict, provide and receive feedback, and handle employee/talent-related issues.
• Strong communication skills to collaborate with various stakeholders and manage sensitive cases, while remaining calm under pressure.
• Organization and resourcefulness. Ability to juggle tasks and multitask, with attention to detail and the ability to see cases through to completion, even in ambiguous situations.
• In-depth understanding of user support operations and processes. Know how to pass on your knowledge to your team.
• Strategic thinking and problem-solving skills to evaluate procedures and identify opportunities for improvement.
• Ability to adapt to the context and lead your team based on changes.
• Exceptional coaching skills, high emotional intelligence, and the ability to adapt your feedback and communication style to meet the needs of those being coached or mentored.
• Cultural competence and a strong commitment to encouraging diversity and inclusivity within the team.
• Proficiency in various data analysis and reporting tools to track performance trends (Tableau, SQL, Excel, Google Sheets, etc.)

Your location:

Due to the nature of this role, the successful candidate must be based in Canada to perform their work. Currently, employees can be located in: British Columbia, Ontario, Quebec, Alberta, or Saskatchewan. This list is continuously updated; please check with us if the provinces you live in are on the list. If your position is employed by another Airbnb entity, your recruiter will inform you of the provinces in which you are eligible to work.

Our commitment to inclusion and belonging:

Airbnb is committed to working with the widest possible talent pool. We believe that diversity of ideas fosters innovation and engagement, and allows us to attract creative people and develop the best products, services, and solutions. All qualified individuals are encouraged to apply.

We also strive to provide an inclusive application and interview process for people with disabilities. If you are a candidate with a disability and need reasonable accommodations to submit an application, please contact us at: [email protected]. Please include your full name, the position you are applying for, and the accommodations needed to assist you in the recruitment process.

We ask that you contact us only if you are a candidate whose disability prevents you from completing our online application.

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

This position is newly created and does not replace or fill 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.

Canada Annual Pay Range

$115,000—$144,000 CAD