Description
We are seeking a dedicated and enthusiastic Regional Operations Manager to provide exceptional Customer Service management to the Airbnb community. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service through coaching and up-leveling their team.
The Regional Operations Manager supports one or more internal CS services and oversees teams of approximately 4-8 people managers who each manage teams of 8-15 support agents. The role requires substantial experience in customer service and team management, as well as strong organisational skills and the ability to balance real-time and planned work.
Key responsibilities include:
- Overseeing a strong operational environment for teams and ensuring high-quality support for the community
- Managing the team execution of complex, sensitive, and/or urgent issues
- Providing best practices guidelines to the team on how to handle cases and situations
- Ensuring the team is consistently staffed appropriately and that staff complete onboarding and ongoing trainings
- Collaborating with Capacity Planning & WFP on setting minimum headcount and ensuring adequate coverage
- Driving performance at the team manager, regional, and service level
- Building and nurturing an engaged and diverse team
- Supporting strategic initiatives within Delivery and the service as needed
The ideal candidate has:
- 8+ years of progressive experience in a customer service or operations role, with 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
- Exceptional leadership and team management skills
- Strong communication skills to collaborate with different stakeholders and manage sensitive cases
- Ability to work weekend days, holidays, and on-call required
This is a full-time position based in Canada, remote eligible. The base pay range is $115,000-$144,000 CAD per year.